Cannot upgrade Veeam B&R 12.2 to 12.3 - Get error ""Unable to proceed. An incompatible version of this product is instal

[HenryA]

Good day Veeam forums.

I have an error while trying to upgrade Veeam Backup and Replication 12.2 to 12.3. I am getting the following:

""Unable to proceed. An incompatible version of this product is installed"

I can open the upgrade ISO, I click on Setup, I get the green "upgrade" button, but when I click on it, all the upgrade options are grayed out with the error above.

I have Veeam support ticket: 03397936 open for this. They had me check the "C:\ProgramData/Veeam/Setup folders, but there is nothing there.

The other solution I was offered was to create a new server and load the Config of the old one to it. I can do that, but I can't believe that this is the only solution to this error. I thought maybe someone has ran into this and can provide input?

[PetrM]

Hi Henry,

Usually, support cases related to failed upgrade or installation procedures are quite complicated from a troubleshooting perspective. I assume that our engineer simply informed you about the existing workaround involving the configuration database migration, and it’s up to you to decide whether it suits your needs or not. In any case, let me contact our support team leaders to prioritize your request and find a solution.

Thanks!

[HenryA]

Hmm, ok thanks Petr.

I appreciate the escalation. My biggest fear is running into this issue every time we want to upgrade. Might be a good idea for an engineer to remote in and take a look at our setup?

[PetrM]

Hi Henry,

Actually, it’s usually better to review debug logs first in most cases to work out the action plan for the remote session. However, it’s up to the engineer to choose the most appropriate troubleshooting strategy. Please continue working with our support team.

@HenryA You provided a contract ID above, not a support case ID. I believe the correct number is 07585193. Please let me know if I’m mistaken about the case number.

Thanks!

[HenryA]

Yes I apologize, I confirm the number above: 07585193 is the correct case #. We are waiting for support to provide next steps.

[FireExit]

> I thought maybe someone has ran into this and can provide input?

I've run into it just now, and found this thread while looking for a solution. 12.2.0.334 installed, 12.3.0.310 ISO in use.

The account I was logged in with was a domain account with broken redirection for home/downloads/desktop folders to a network path which didn't exist anymore. I couldn't find any debug logs while watching the installer run with SysInternals' Process Monitor. I made a local account with admin permissions to test with, logged off, logged in with that, and then the installer offered me the upgrade with no complaints about incompatible versions. The upgrade seems to have worked.

So it can be a misleading error, possibly to do with an inaccessible path, or needing a logoff/logon.