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elijahoo
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Can't restore backupfiles

Post by elijahoo »

Hello

We got attacked with ransomware. Now we want to restore the VEEAM Backup files. When we try to do so, we get the following error message:

Code: Select all

Storage version [1299280074] is not supported for read-only access.
Failed to open storage for read access. Storage: [Backupdata....].
Failed to restore file from local backup. VFS link: [summary.xml]. Target file:
[MemFs://frontend::CDataTransferCommandSet::RestoreText_{57e407ca-399c-491a-8fb0-eadbe43f8b22}]. CHMOD mask: [0].
Agent failed to proces method {DataTransfer.RestoreText}.
Now we need urgent help to solve this problem.
The backup was created with the version 9.5 and we try to read the files now also with 9.5.
The backup files are on the NAS and we copied them locally. Everywhere we get the same error message.
Nothing is working, to import and then open, to open directly with the Extractor, with doubleclick on the vbk file...

The case number is #05891560

We hope someone can help us, or else we will have to pay the ransomware attackers.... :'(

Kind regards,
elijahoo
Mildur
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Posts: 8349
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Full Name: Fabian K.
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Re: Can't restore backupfiles

Post by Mildur »

Hi elijahoo

Welcome to the forum.
I found some information that this error message will show up if you use a VBR server/Agent/Recovery Media to read the backup files with a lower version as the one which created this backup files.

If you have created this backup files with Veeam 9.5, please try to import the backup files in Veeam V10 or a later release. newer versions can always read from older backup files. But not in the other direction. And V9.5 had a few releases and updates. So best way forward is to try the import with V10 or later.

Best,
Fabian
Product Management Analyst @ Veeam Software
elijahoo
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Re: Can't restore backupfiles

Post by elijahoo »

Hello Fabian

Thanks for the reply! We are very glad that you try to help us.

We already tried to restore the Backupfiles with version 9.5, 10 and also the newest 12 with the trial version. Unfortunately we got the same error every time.
Do you have any other suggestions how we could fix this?

Kind regards,
elijahoo
Mildur
Product Manager
Posts: 8349
Liked: 2173 times
Joined: May 13, 2017 4:51 pm
Full Name: Fabian K.
Location: Switzerland
Contact:

Re: Can't restore backupfiles

Post by Mildur »

Hello Elijahoo

If newer versions cannot import the VBK file, then our support team must be involved. We cannot solve it over the forum. Maybe the backup file is corrupted or is affected by the ransomware too. Our customer support has a special team for such ransomware attacks.

I see that you have opened a case for the "Community Edition", but the situation involves a customer of yours? Your customer must have a paid license if you want to provide services to him. Using the community edition is forbidden by our EULA.
Are you a registered service provider? If yes, please use your rental license for this customer. This will allow you to open support cases with guaranteed responses from our support team. Community Edition is only on best effort. And it would made you compliant with our EULA.

Best,
Fabian
Product Management Analyst @ Veeam Software
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