Restore error "changer not found" Case # 01074200

[Giacomo_N]

Hi, i've open this case one week ago, but after too much days, probably, the support guy isn't able to solve the issue.
Now i wanna try by the forum...

The problem is If i try to restore an entire VM (including registration) to a restor point previous to the last one (Yesterday, two days ago,etc..) i receive this error:
changer not found (library id: '5c3fbd74-44cd-4e8f-af5a-9bf026d24c25')

He told me to connect to the SQL embedded istance of Veeam server, i've ask how?
He don't give me any information for this procedure, but luckly i've find by Google the offical KB ( http://www.veeam.com/kb1853 ). I've ask "why you don't tell me of this procedure?" He doesn't answer.
After SQL conenction he give me two query to insert to solve the problem, but it returns 0 rows and the problem after a week still there.

Now i'm waiting again since Yesterday afternoon an answer by the support.
I hope to solve the issue and to have a better support for the future.

[Shestakov]

Hi Giacomo,
As the error stated, service can`t find the changer(device) and unfortunately, there is not a lot we can advice in the forums. These cases are troubleshooted with support.
If you're not satisfied with the level of support provided, you can always escalate your case in order for it to be handled by higher tier support engineer.
Thanks.

[Giacomo_N]

Thank you for the reply, how can escalate the case?

[veremin]

Click "Talk to a Manager" button on the customer support portal. Thanks.