Veeam 12.0 to 12.1 Upgrade fails

[robrien]

Hi everyone,

All of our clients were running VBR 11, so in November, we upgraded every client to 12.0. Now trying to upgrade to 12.1 I'm running into a problem.

When I try to upgrade, I run the setup file. I have done this by mounting an ISO and running setup as by opening the file, and I have tried running it as administrator. At that point, I copied the files to a HDD, and attempted to run setup from there. When I run setup, the setup wizard screen comes up. When I click Upgrade, I get the message:

An error has occurred: The system cannot open the device or file specified.

I cannot get to the next screen to select components. This is happening on the three servers I've attempted to upgrade, two running Server 2012 R2, and one running Server 2016.

Which logs should I upload to Veeam support?


Veeam case ID 07087902

[PetrM]

Hi Rob and Welcome to Veeam R&D Forums!

It would be best to ask your support engineer about it but I think you can upload the following:
%ProgramData%\Veeam\Setup\Temp - installation and setup logs
%UserProfile%\AppData\Local\Veeam\Backup - user specific and console logs
%ProgramData%\Veeam\Backup - jobs and components logs

I recommend working with the support team to find out the root cause of the issue. I doubt that you would find any useful information related to your specific case on our forums, we cannot troubleshoot the technical issues effectively over forum posts without debug logs analysis and remote access.

Thanks!

[robrien]

Thank you for the reply PetrM. This morning, I was contacted by support. The path for the log requested by support does not exist. Now, I want to know about the log locations so I can look at the logs myself. The VeeamInstallerSvcSetup log has not been modified since 11/22/2023, when Veeam 12.0 was installed.

The setup wizard is not getting to the second screen, where the components are selected. As far as I can tell, after the components are selected and the install starts, then the logs start. I cannot find a log that starts when launching the setup file.

[PetrM]

Hi Rob,

You may request an escalation of your support request for more precise analysis, all issues related to setup or upgrade operations are usually the most difficult ones from troubleshooting perspective. At the moment, you can upload logs that I mentioned above.

Thanks!

[robrien]

Hi PetrM,

Can I book a session with a support engineer?

I'm waiting for a reply from last Thursday. Escalating it triggered an auto-generated email.
 
Thanks

[PetrM]

Hi Rob,

Ok, I'll ask the support team to contact you.

Thanks!

[robrien]

Hi PetrM,

Thank you so much! The team got in contact with me quickly.