install the update

[jamerson]

Hi Guys,
a Question,
we have 16 customers and want to update their VEEAM server,
we have downloaded the Patch, every time when I tried to run the Patches it's asks me to call the support desk.
the patch I am trying to install is 9.0.0.1491
is this something new ?

[nielsengelen]

Which is the exact message you are receiving? Did you make sure you stopped all the jobs/services ?

[alanbolte]

I think I know the message he's referring to. It's best to open a support case for this issue.

[jamerson]

I think I know the message he's referring to. It's best to open a support case for this issue.

yes that one,
the message was " this veeam and backup replication installation cannot be updated automatically. please ontact veeam customer support for assistance with manual update "
does means have to update the veeam support team 16 times ? and every time when there is a patch ?

[alanbolte]

It's an error message that can be caused by a couple of different issues, it's not a general requirement for all updates to be done with the support team.

I recommend you start by identifying the reason for this error for just one of these 16 clients with the support team, and then you and they can work on figuring out what to do with the rest of your clients.

[jamerson]

can you direct me where to check to know the cause ?
we are managing their virtual infrastructure have to update their back up server in order to provide a stability.
so far I've tried 4 clients and end up with the same error .

[Gostev]

Hi, Julien. We cannot troubleshoot this particular issue over the forum posts, you need to open a support case with this issue and do a live webex with one of our engineers to determine the root cause. Typically, it is caused by various problems with root certificates on the backup server machine. We've seen it before but frankly, it's not a very common problem, so I am quite puzzled as to why all your clients experience it.

Anyway, as soon as our support helps you fix the certificate issue, you will be able to install all updates without having to contact support.

Thanks!

[jamerson]

Thank you for your answer Gostev,
our Customers are not willing to pay our hr with your support team, so we back off right now.
the veeam software is working now fine the update is optional for us.
we will call whenever things break down.
right now using VMWare Data Protection as a backup solutions.

[bodgeup]

I tried to run the veeam v9 b&r update 1 but it fails saying contact support to do manual update.

Does anyone know how to do this? Or resolve the error? I made sure my veeam services and processes were stopped but same outcome.

Thanks

JK

[bodgeup]

How should i go about identifying the cause of my error? There isnt anything i can see in event logs, where are the Veeam install logs for the Update 1 installer?

I running the Trial Version which hasnt been replaced by the update 1 build yet, you have to run the update yourself even for the trial version. I really want to try veeam with Update 1 but im running out of time!!

Can i open a support case with the trial version?

JK

[veremin]

Can i open a support case with the trial version?

Correct.

[insearchof]

Veeam B & R 9.0.0.902 fails to apply Update 2

I have one on a Windows 2008 R2 Server
I have another one on a Windows 2012 R2 server

Unable to apply Update 2 on both.

How do I apply the update?

Thanks

Tom

[nielsengelen]

Which error are you receiving? Did you already contact support about this?

[insearchof]

ERROR
This Veeam Backup & Replication installation cannot be updated automatically. Please contact Veeam customer support for assistance with manual update.

I tried to send support an email but that did not go thru.

I am trying the forum first.

I found this
https://www.veeam.com/kb2157

applied the certs still same error

Thoguhts?

[alanbolte]

I tried to send support an email but that did not go thru.

You must open a case on the customer portal before you can send emails. Please log in to my.veeam.com.

[insearchof]

Has anyone on here have the same problem?

Has anyone on here have a solution?

Thanks

[Gostev]

As explained earlier in this topic, the solution is to check the certificate chain on Veeam server. If you don't find any issues there (or don't know what to look for) then contact our support for assistance, just as the message your getting suggests. Thanks!

[insearchof]

Created a Case

Case Number is 01974546


Thanks

[insearchof]

Why is Veeam so hard to update?

Why is Veeam update process so complicated?

Why does no one on this forum have an answer other than contact support?

Has anyone successfully applied Update 2 to Veeam B&R 9?

Why don't Veeam Post the instructions as a KB article?

This is very concerning that Veeam support is not support

Need a solution

[Gostev]

Why is Veeam so hard to update?
Why is Veeam update process so complicated?

It's actually super simple (Next > Next > Next > Done) unless there are environmental issues - and those can only be troubleshoot interactively by support.

Why does no one on this forum have an answer other than contact support?

Because very very few are having issues

Has anyone successfully applied Update 2 to Veeam B&R 9?

Over 80`000 customers now.

Why don't Veeam Post the instructions as a KB article?

Actually we do, you even posted a link to the KB article yourself on the previous page. Of course, we cannot post instructions for every possible issue (especially those we have not encountered before). Such environment-specific issues require in-place troubleshooting.

This is very concerning that Veeam support is not support

I'll ping support management to check the status of your support case.

[insearchof]

Hi

Sorry for the negative a bit frustrated here.

I have been all over the web searching for help on this matter.

A lot talk about this

To fix the problem, you can temporarily grant the Veeam Service Account sysadmin rights on the SQL server to get the service to start. Once that was done, the sysadmin rights can be removed and the Veeam Backup Service starts and stops fine.

How and where do I do that ?

[Gostev]

I have reviewed your support case, it appears that you actually have an experienced support engineer on it now. I see that as a last update, he is offering you a Webex to help you fix the issue interactively.

[insearchof]

Sorry do not have time for a web ex session

Can you please answer my last question about SQL?>

[Gostev]

No, sorry - I am not with support and thus I cannot guide you through specific troubleshooting steps (nor am I familiar with your support case and the specific issue your are experiencing). You do need to work with your support engineer if you want to get this resolved. I am sure he will be happy to provide you with more detailed instructions in the email upon your request.

Perhaps you have somewhat wrong expectations about this forum, so I'd like to remind that this is NOT a support forum, as explained when you click New Topic (you can read more details on the purpose of this forum there).

Thanks!

[insearchof]

Why cant Veeam put out an update that works?

Why must we contact support just to get an update to work.

This is the first product I ever used in over 35 years of IT experience that required me to contact support just to apply an update. Never hear of such a poor method of delivering updates.

Is anyone out there that can help on this

How about some good documentation on SQL Express requirements from Veeam

I see in the registry the the entries for sql express for veeam from my SQL Studio Manager I can connect to the SQL Express 2012 but I have no permissions to access it and make changes the SA account is disabled.

Need help

[Gostev]

Why cant Veeam put out an update that works?

It works, but in your case there is some environmental issue that prevents automatic installation, which is why you are directed to our support. As soon as your support engineer identifies and helps you fix the environmental issue, all future updates will install automatically - just as they do for the vast majority of our users (otherwise, with our 215000+ user base, we would have had thousands of similar topics here).

This is the first product I ever used in over 35 years of IT experience that required me to contact support just to apply an update. Never hear of such a poor method of delivering updates

That is not a true. You are not required to "contact support just to apply an update". You are required to contact support to let them identify and fix the issue in your environment that prevents this update from installing. Can you help us help you, please?

[baber]

Dear all
Hi

i have installed veeam 9.5 that build number is 9.5.0.711 and now when want install veeam_backup_9.5.0.823.update1_setup appear this message :

"This veeam backup and replication installation can not be updated automatically. please contact veeam customer support for assistance with manual update "

i read this KB :

https://www.veeam.com/kb2157

and install all certificates :
DigiCertAssuredIDRootCA
DigiCertEVCodeSigningCA-SHA2
DigiCertHighAssuranceEVRootCA
gscodesigng2
Root-R1
Root-R2
Root-R3
Root-R5
root-r6

also i have upload a pic from my certificate console but update1 can not install on my windows server 2012

https://ibb.co/mH04oa

what is problem?

BR

[Vitaliy S.]

You need to contact our technical support team as it is advised by the error message. Thanks!

[mma]

Hello

"This veeam backup and replication installation can not be updated automatically." I had this error on two of.... 30 updates I did. The Veeam update process is VERY easy and normaly works without issuesl. So wat is the problem? Did you install veeam using "system" account for the services? If no - you just have do enter your veeam service-account user and password in the update wizard

Regards
Marceö

[feivel5000]

Hello

I just found a soution that worked for me (for Update 3).

As described on the following website, these files must be renamed to * .old before the update:

C:\Program Files\Common Files\Veeam\VeeamLicense.dll
C:\Program Files\Common Files\Veeam\Backup and Replication\veComLic.dll
C:\Program Files (x86)\Common Files\Veeam\VeeamLicense.dll
C:\Program Files (x86)\Common Files\Veeam\Backup and Replication\veComLic.dll

After the update is done, you have to remove the new generated "veComLic.dll" and rename the "veComLic.dll.old" back to "veComLic.dll".