Use the helper appliance’ option remains grayed out after applying KB4814 setting

[rin]

Hi,

I am trying to restore a VM from an S3-based backup to an AWS EC2 instance, but the restore fails with the following error:

ClientError: Unknown OS / Missing OS files.

According to KB4814 (For Veeam Backup & Replication 12.3.x), I changed the setting:
PublicCloudRestoreEnableApplianceSelection = 1
https://www.veeam.com/kb4814

However, after applying this setting, the option “Use the helper appliance” is still grayed out in the restore wizard.

My understanding is that this VM falls under the scenario “non-AWS EC2-native VMs to AWS EC2”.

In this situation, could you please advise whether there is any supported way to disable “Use the helper appliance”, or under what conditions this option becomes selectable?

Thanks,
Rin

[david.domask]

Hi Rin,

As this is a technical issue, open a Support Case and allow Veeam Support to review the debug logs.

As noted in the Forum Rules and in the red notice when creating a topic, all technical issues must go through Veeam Support, and if you have further questions after the conclusion of the support case about functionality, then create a topic and share your case number.

We cannot meaningfully troubleshoot items over the forums, so a case is always the way to go.

Based on your description, I'm not sure KB4814 is 100% applicable, so I advise revert the changes, reproduce the issue, and then continue with Veeam Support.

Please share your case number once created, thanks!