Hardware sensors collection failure after V8 upgrade

[tlawler]

What about our support utility that was built for verifying sensors availability ? Does it collect the data?

Do you have a link to this? I searched Google to no avail.

Thanks.

[tlawler]

Do you have a link to this? I searched Google to no avail.

Thanks.

Never mind I assume your referring the the debugging tool built into VeeamOne.

[Vitaliy S.]

No, actually this a standalone tool is distributed by our support team to troubleshoot this issue.

[tlawler]

No, actually this a standalone tool is distributed by our support team to troubleshoot this issue.

Just wanted to post an update for anyone experiencing similar issue:

It seems as if the issue is that it cannot resolve the FQDN even though I can resolve host, domain names, & IPs. I'll keep this thread updated as we work towards a solution.

[jimmymc]

I also had this issue after upgrading from v7 to v8. Confirmed DNS was OK, then opened a call with support.

Turns out the service account was configured in vCenter with the Read-only role - which seemed to work fine for v7. Changed it to the Administrator role, and it all kicked to life.

Hope that helps someone..

Cheers, James

[Vitaliy S.]

Thanks for the update Jimmy. The reason why read-only account was ok is a different protocol we have been using to collect hardware data before v8 release.

[kalina288]

Well, same here. I'm running ONE v8. All hosts are 5.5 Patch2 and HW monitoring can be checked through vSphere. There are no firewalls around so I'm wandering what can be the problem? I've added my vcenter using FQDN.

[Vitaliy S.]

Dmytro, do you have a support case opened on this?

[kalina288]

Dmytro, do you have a support case opened on this?

Yep, sorry I didn't provide it right away - 00715114

[Vitaliy S.]

Just a quick update on this one - we have released patch 1 and now it is in a pilot stage, so everyone who is experiencing issues with hardware sensors can open a support case with us and get a fix for this problem. Thanks!

[KiwiJJ]

I obtained and applied the patch but it made no difference. Case # 00720175.

Also, hosts randomly lose connection for a few seconds then reconnect.

[Vitaliy S.]

Hi John, thanks for the case ID, I will be back in the office next week and will follow up with the devs on this issue.

[KiwiJJ]

I have reverted back to version 7 which works perfectly as I was spending too much time trying to get it to work on version 8. Will have another attempt later down the track.

[jjwbruin]

Same problem here.
All hosts get the following errors:
Description
Fired by event: VeeamHardwareSensorsCollectionEvent
Event description: Unable to connect to <HOSTNAME>. Failed to retrieve host hardware information.
Initiated by: Veeam ONE Monitor (MONITOR)

CIM service is running

[Vitaliy S.]

Jeroen, did you apply our latest patch to resolve this issue?

[jjwbruin]

Yes I did. But I think I solved the problem. It was an DNS issue. All hosts work fine exept one. But I think this wil solve in time. Thanks for the quick reply!

[Vitaliy S.]

Got it, thanks for updating the topic.

[albertwt]

Hi,

is this a well-known problem after upgrading to Veeam v8 or this problem has been fixed already in VeeamONE 8.0.0.1569?

I'm about to perform the inline upgrade and wondering if there is any caveats ot gotchas before performing inline upgrade VeeamONE 6.5.0.676 into 8.0.0.1569.

Thanks

[albertwt]

If you have ESXi hosts added by IP address, you can still make it work by following either of these ways:

1. adjust "hosts" files on the Veeam ONE server in order to resolve host name
2. do the required changes in the vCenter Server config (Configuration -> DNS and Routing -> Host Identification)

The explanation of this requirement is pretty straight forward. When the API call is sent to the host to get the data for hardware sensors, ESXi host returns it's name (configured in the option 2 above) and then this name is used to establish the connection tunnel for data retrieval. If Veeam ONE cannot resolve the name of the host, then it cannot connect to it, thus hardware sensors data is not available.

In version 7 we were using different mechanism of getting this data, and when we have discovered an issue with the API, have decided to switch to a more reliable way of monitoring hardware senors.

Hope this makes sense!

Cool, so as long as the name is not displayed as "localhost" then VeeamONE v8 should just working as expected.

Thanks for sharing the solution here Vitaliy.

[Vitaliy S.]

Yes, that's correct, however I would also suggest to apply our latest patch which is in the pilot stage and contains fixes for other problems reported by users who have already upgraded.

[ddayton]

I also have the same problem, which started after upgrading my Veeam B&R + ONE server from version 7 to version 8.

I have not changed any hardware, only upgraded Veeam. I am running ESXi 5.1 on a standalone host ( no vSphere ). I have a second host, but no running VMs since it is only a target for replication. ONE is only running on the production host. The Veeam server is also a VM.

If I look at the VMware Client console under Configuration/Health Status it shows all status as normal. All of the temperatures, fans ,voltages, etc. have values. CIM is running and I am only using the root account on the server.

I do know that this was working under Version 7, so I am not sure what to do next. I was planning on monitoring this forum and see is a solution appears soon before I bother opening a case since it is not critical. I have the IPMI monitoring the server health and it will auto e-mail me if there is a problem.

I resorted by date descending and found the notes about DNS and host name verses IP. I updated the Veeam servers hosts file, but haven't seen the error clear. Can't restart now because backups are running, so I'll check it tomorrow and update the post.

[Vitaliy S.]

Hi Don,

The issue you see is related to new default method of gathering hardware data via CIM protocol. Currently we are updating the code of patch 1 to use different method of retrieving this data, it will be done via vCenter Server alarms. I would recommend opening support case to be notified when patch 1a becomes available.

Thanks!

[albertwt]

is this VeeamONE_8.0.0.1598_Patch#1.exe the latest patch for the VeeamONE server ?

[Vitaliy S.]

No, that was a pilot stage patch, we will release Patch 1a soon.

[nmace]

I am having this problem as well after upgrading to v8. What is the fix? Wait for Veeam One v8 Patch 1? Or something else? Sorry, I've not read all 6 pages.

[Vitaliy S.]

You need to open a support case to be notified about patch 1a availability which is around the corner.

[Morgenstern72]

I have the same problem (Sensors ok in sphere, Hardware sensors collection failure in veeam ONE v8) and will open a ticket now.

[Morgenstern72]

This is the official answer to my support ticket

"We're working now to fix the issue with utilization of CIM protocol and it will be solved by patch #1 for Veeam ONE. Currently, we have a pilot version to obtain a feedback for further release. We are able to provide it to you, but this version may be instable.
Can I recommend you just wait for general availability of stable version? ETA is unknown, but I will keep informed about any changes regarding the further release."

[Vitaliy S.]

I'm expecting the GA version to be available next week.

[albertwt]

THanks Vitaliy,

Please let us know the outcome.