I've tried contacting Veeam support directly at least twice now in the last month and apparently they were too busy to even reply. I've also tried posting on the forum but got disapproved because I didn't provide the case id. Here's two; 03836349, 03826944.
Original post: After updating Veeam to the latest version the program stopped working. It complained of being unable to connect to the service. Anyway, I was getting desperate so I did some reading (googling) and changed the log on user for the veeam agent - it now launched successfully, but unfortunately all my settings and backups look to have disappeared? I've reset the log on user back to system but it's the same problem. Is there any way of getting back to where I was? I have my hard disks etc with backups on, but I don't want to fiddle any more what with enough damage already being done Help is greatly appreciated!.
Cases for free products are handled on a best effort basis, meaning if support does not have spare resources to troubleshoot them, they will be automatically closed.
As for your problem, feel free to create a new backup job and point it to the same storage location where previous backup chain is. That will do the trick.
Even without a Backup Job, you can always run any recovery wizard(say, Veeam Agent File Level Recovery, for example) and select existing backup chain as Source to restore from any existing\leftover\orphaned restore points you have.
Indeed, having to resubmit the case each time has meant I've lost all my backups. I had to create a new job, pointed it to the same location and now it won't backup complaining of a lack of space. There's no historical backups listed.
chaycock wrote: ↑Nov 14, 2019 12:39 pm
Perhaps instead of just closing the jobs immediately they could leave them open and then work them as they have time?
It rarely make sense to dig old support cases, since after a few weeks of waiting, most users will just move on and find another solution (like reinstall). So they'd rather help someone who is having the issue right this moment.
Also, not closing support cases automatically will mean a few thousands of "free" support cases added to the queue every month - so how do they even approach this pile, when they get a chance to review one case?
Based on all of the above, I think it's a good idea to automatically close support cases and let users know it was closed, so that they don't keep waiting for a response.
Help is greatly appreciated!.