9.5 Update 4b Not Installing

[brollman]

Couldn't find anything about this posted already, apologies if I missed something.

Downloaded the VeeamBackup&Replication_9.5.4.2866.Update4b_ ISO and mounted it, ran setup and it immediately crashed. Prompts were close, close and search online, close and debug. Ejected and tried again, same thing. Restarted server, tried again, same thing.

Details:

Problem signature:
Problem Event Name: APPCRASH
Application Name: Setup.exe_Veeam Backup & Replication
Application Version: 9.5.4.2615
Application Timestamp: 5c46024c
Fault Module Name: Setup.exe
Fault Module Version: 9.5.4.2615
Fault Module Timestamp: 5c46024c
Exception Code: c0000005
Exception Offset: 0001d6d9
OS Version: 6.3.9600.2.0.0.272.7
Locale ID: 1033
Additional Information 1: 5861
Additional Information 2: 5861822e1919d7c014bbb064c64908b2
Additional Information 3: cf36
Additional Information 4: cf36081a72a7bcd56a8f49a13f7fa781

Event Viewer:

Faulting application name: Setup.exe_Veeam Backup & Replication, version: 9.5.4.2615, time stamp: 0x5c46024c
Faulting module name: Setup.exe, version: 9.5.4.2615, time stamp: 0x5c46024c
Exception code: 0xc0000005
Fault offset: 0x0001d6d9
Faulting process id: 0x12cc
Faulting application start time: 0x01d558f68982b013
Faulting application path: H:\Setup.exe
Faulting module path: H:\Setup.exe
Report Id: c73d8a20-c4e9-11e9-80d1-cc46d618012f
Faulting package full name:
Faulting package-relative application ID:

[PetrM]

Hi Brollman! Do you have antivirus software installed on the server? You can disable antivirus for testing purpose and retry installation to see if the result is still the same.

I'd recommend to check these requirements for backup server as well and please make sure that the account used for product installation has the local Administrator permissions.

In fact, the exception code 0xc0000005 indicates a memory access violation and debug is required in this case so let our support team to investigate the issue.

Thanks!

[brollman]

We're running Cylance on it, but I didn't have to pause it or uninstall it for 4a. I can try that however.

Also, wouldn't the server requirements already be met? I'm already running 9.5 U4a, this isn't a new installation.

[PetrM]

Probably antiviris update changed something and it affects the installation process now?

By the way, I recommend to run upgrade using "VeeamBackup&Replication_9.5.4.2866.Update4b.exe" package which can be downloaded here: look under "More information" and use "Download Update" button.

ISO should be used only for new installations, or for upgrade from versions before 9.5.4.2399.

Thanks!

[brollman]

Disabled Cylance for that box, no change.

It's probably the version mismatch, I did notice that, but I ran it from the VeeamBackup&Replication_9.5.4.2866.Update4b_ download I got originally. (underscore not mine) I'll try again, maybe I got a bad install.

[brollman]

So, I just downloaded it again and it's trying, but now I get the message that it can't run if all the jobs are open or enabled. I have one nightly job and one continuous copy offsite job. I've disabled both, but it's still not running. So, which services should I try shutting down? We're also running VEEAMONE on the same box if that helps.

[foggy]

You can try to close Veeam B&R GUI and stop all services that start with "Veeam". If that doesn't help, feel free to contact technical support for further assistance.

[brollman]

That did it. Thanks.

[seadave]

I also had this issue. Disabled security tools, rebooted, stopped all Veeam services, problem remains. When to the Task Manager and an instance of Veeam Backup Shell was still running. I killed that and it allowed me to install the update. Don't kill the Veeam Deployment Installer by mistake. Look for Veeam Backup Shell.