File browser not showing folders

[armour]

I have logged a case but support is not responding any further. Maybe I have them stumped. When I try to restore a file the folder structure shown in the file browser is not the same as Windows Explorer shows. This seems like a major bug. Anyone else have this issue? Any resolution?

[Vitaliy S.]

What it is your case ID? Do you have any screenshot we could take a look at?

[Dima P.]

Hello Chris,
I found your case (00932039): it was opened yesterday and support team is quite responsive.

Could you elaborate what is the backup mode you are using? In case of file level backup mode, please, share the screenshots of selected objects to backup? As I got from the case, the missing folder is called D:\Users - can you please compare the backup creation date and folder creation date just to be sure the folder in the question was not created after the backup was taken? Thank you.

[armour]

How do you upload images?

[Mike Resseler]

Armour,

When you go to the full editor, you can add a picture with tags, but you will first need to upload it on a dropbox or google drive or onedrive or something like that

Thanks

Mike

[armour]

https://drive.google.com/file/d/0B0kAd7 ... sp=sharing
https://drive.google.com/file/d/0B0kAd7 ... sp=sharing

[Mike Resseler]

Armour,

Thanks! This indeed looks like a serious bug. please create a case through the control panel. I start to think something goes wrong because of the name "users" for a directory (which, as you know is also a part of any OS...). If so, we need to figure this out ASAP.

Thanks!

Mike

[Dima P.]

Armour,
Thanks for the images and what about the folder modification date and backup date comparison?

Mike,
For system volumes only.

[Mike Resseler]

Dima,

The problem is you can see it in the FLR directory (after the mount) but not in the backup browser. So something is blocking it from being visible in the backup browser. Permissions maybe? Because this looks like a user home directory to me...

So I think the logs are needed here

Mike

[armour]

Thanks for looking into this. Please let me know what you need and how I can get it for you.

[Mike Resseler]

Armour,

Do the procedure again so that the browser has started. Immediately after that, in the control panel, go to support - technical support and submit a support case to us. It might be that you need to register the first time (only takes a few minutes) and after that you are done. Describe your problem as good as possible.

Thanks

Mike

[armour]

Done

[Mike Resseler]

Thanks!

[armour]

Any movement on this? The people handling the support ticket at Veeam have fallen silent.

[armour]

Will this be looked into further or is this not a priority for Veeam at this time?

[Mike Resseler]

Armour,

Didn't you had any conversation with our support team? If not, I will try to catch them at Monday (no promises thought ) and check out what is happening, but please give me your support case ID

Thanks

Mike

[Dima P.]

Hello armour,

I checked the case details and the last response was provided by our support team on Thursday (6/11/2015 ) which, I think, is still good time frame for free product with best effort support. Right now case is escalated to QA team and once the investigation is over they’ll get in touch with you. Thanks.

[armour]

I am not simply a person using this product for free and demanding timely support. I am a Veeam partner. I have not been kept up-to-date on the progress of this case. I have used both this forum and phone\email support. The only time I get a response is if I press the issue. I have sent all material that has been requested.

[Mike Resseler]

Hello Armour,

I understand that you are a partner but as of now we don't have any SLA's or specific queue's for this product. It is a free product for everybody so we follow the support policy for free products.

We do apologize that it is taking longer than foreseen, and I assure you that we do our very best to figure out what is wrong with your system

Mike

[Dima P.]

Hi guys,
Unfortunately, the support and QA teams are loaded heavily so some investigations were put on hold. As Mike said we don’t have any SLA and provide best effort support, however, every single case will eventually be carefully reviewed and investigated by our team.

P.S. I was told that support folks should reach you in order to gather additional troubleshooting information.