Need to open support case - but cant. Cant phone support. Im stuck

[FTL]

Hi
Im trying to open a tech support case to get assistance in re-setting up a crashed BR server with no config backup.

We only have 1 login to our Veeam account - but im guessing i dont have Case Administrator assigned as i dont see i can choose our licenced product for support.

Tried to phone support but cant get anywhere as dont have a case ID, cant open a case ID as it doesnt let me.

Im stuck in a loop. Can somebody from Veeam please reach out to assist me?

Thanks

[david.domask]

Hi FTL,

You will need to set your account as a Case Administrator as described here: https://www.veeam.com/kb2211

If you are unable to get access as noted in the article, I would advise creating a case with the General type and explain the situation to the Support Generalist team -- they will be able to review the account and advise on how they can assist. The General type of case does not require a license for cases and the Support Generalists should be able to assist.

[FTL]

THanks Have opened a General Ticket.

In the meantime could anybody point me in the right direction to get the following sorted please?

VeeamBR server crashed unrecoverably.
Have installed a new server.
Have imported the backups individually
Have cretaed new repositores

Now im creating the jobs again.

But how do i get the job to use the exiting backup chain so it doesnt start a full new backup.

On the Map Backup section the new repo i have created shows, but there is nothing in there to choose the existing backup chain

What simple thing am i missing please?

Thanks

[david.domask]

Glad to hear you got the General ticket opened, I am sure they will get the account issues settled.

As for the issue you're facing, it's probably best to wait for Support here. The only item that immediately comes to mind is a question of _how_ you imported the backups; by VBK or by VBM?

Importing by VBM is required for backup mapping -- if you imported by VBK, simply ctrl+right-click the imported backups and use Remove from Configuration (new option which appears with ctrl+right-click). Then try importing by VBM and try mapping again.

If no luck, it's best to let Support review the situation once the account issues are settled.

[FTL]

Thanks
Yes i imported by VBM

Do you know what the response times are on General Tickets? Case #07728685

Hoping to get the backups sorted for tonight