Standalone backup agent for Microsoft Windows servers and workstations (formerly Veeam Endpoint Backup FREE)
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jamiej
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can't open encrypted VBM once copied or moved - Case # 03801441

Post by jamiej » Oct 07, 2019 7:26 pm

Hi,

I use Veeam on a few physical machines, and they backup daily to a shared folder on my local NAS. I normally do not encrypt the backups. Recently, I switched a couple machines to encrypt the backups, as I have been taking copies off-site and thought it would be a good idea to secure those backups by encrypting them.

What I've noticed is that I can only open the VBM on encrypted backups from the location where they were backed up to. For example, the path that one server backs up to is \\alphanas\backups\OFFSITE\ATS02. If I navigate to that path, I can double-click the VBM file, and it will open the file, ask for the encryption password, and then I can see the backups, so everything works normally.

If, however, I copy the ATS02 folder to my local desktop on another computer, or copy to a portable USB drive, then when I open the new copy of the VBM file, I do not get any prompt for entering a password, and it shows "n/a" for computer name, disks included, etc. It also says "No valid restore points".

In one case (for one specific server, that is), I can't even open the VBM file at all. As soon as I double-click it, I get the error message "Unsupported VBM format".

I am able to copy non-encrypted backup folders to other computers or USB hard drives and then open them without issue, so this problem only seems to exist with encrypted backups.

Looking forward to any responses, as this problem means that I would be unable to restore a backup if my NAS were to fail... so in a true disaster my offsite copies would be useless!

HannesK
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Re: can't open encrypted VBM once copied or moved - Case # 03801441

Post by HannesK » Oct 08, 2019 5:43 am

Hello,
and welcome to the forums.

That looks unexpected to me. Veeam backup files are portable (also encrypted backups). Just to make sure: you just "copy & paste" the files? It's not a Backup & Replication "Backup Copy Job"?

Please continue working with support, to find a solution.

Best regards,
Hannes

jamiej
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Re: can't open encrypted VBM once copied or moved - Case # 03801441

Post by jamiej » Oct 08, 2019 12:43 pm

Hi Hannes,

Yes, I'm just using a basic copy operation in Windows, dragging the file from the NAS folder to my local desktop, or to a USB drive.

I will update this topic once I've heard back from support.

jamiej
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Re: can't open encrypted VBM once copied or moved - Case # 03801441

Post by jamiej » Oct 09, 2019 7:23 pm

I just got an automated email saying my support case has been closed and Veeam was unable to process my request...

edit: new case opened: Case # 03805847

PetrM
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Re: can't open encrypted VBM once copied or moved - Case # 03801441

Post by PetrM » Oct 09, 2019 11:10 pm

Hi Jamie!

Do you see the same error when you follow these instructions to import an encrypted backup instead of double click on .vbm?

Thanks!

jamiej
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Re: can't open encrypted VBM once copied or moved - Case # 03801441

Post by jamiej » Oct 10, 2019 5:26 pm

Hi PetrM,

Those instructions seem to pertain to Veeam Backup & Replication. I am only using Veeam Agent for Microsoft Windows.

Should I be installing Veeam Backup & Replication to try to open these encrypted backups?

PetrM
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Re: can't open encrypted VBM once copied or moved - Case # 03801441

Post by PetrM » Oct 10, 2019 6:20 pm

Hi Jamie,

Please accept my apologies, I thought you tried to import a backup chain in Veeam Backup & Replication...
Obviously, there is no need to install Veeam Backup & Replication.

Please continue to work with our support team in order to find a root cause of the issue.

Thanks!

jamiej
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Re: can't open encrypted VBM once copied or moved - Case # 03801441

Post by jamiej » Oct 10, 2019 7:39 pm 1 person likes this post

No worries, I appreciate the reply!

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Re: can't open encrypted VBM once copied or moved - Case # 03801441

Post by cowboy898 » Oct 14, 2019 4:32 pm

did you ever get a resolution to this problem?

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Re: can't open encrypted VBM once copied or moved - Case # 03801441

Post by sam.lowry » Oct 14, 2019 5:03 pm

Hi, i have the same problem : trying to import a vbm file copied to an external USB drive in Veeam B&R and the password is refused... When i import the vbk file no problem the password is accepted...

Dima P.
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Re: can't open encrypted VBM once copied or moved - Case # 03801441

Post by Dima P. » Oct 14, 2019 10:33 pm

Hello folks,

Just to make sure we are on the same page: are you copying the entire content of the folder created by backup job (i.e. vbk + vbm + vib files) or just a vbm file? Thanks!

sam.lowry
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Re: can't open encrypted VBM once copied or moved - Case # 03801441

Post by sam.lowry » Oct 15, 2019 7:10 am

from my side we only copy the vbm file and the reversed incremental complete vbk file... No vib files on the external USB drive

jamiej
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Re: can't open encrypted VBM once copied or moved - Case # 03801441

Post by jamiej » Oct 15, 2019 3:20 pm

cowboy898 wrote:
Oct 14, 2019 4:32 pm
did you ever get a resolution to this problem?
So far, no. I have been told that my case is being handled by Veeam, but so far they have not responded with any sort of troubleshooting steps nor any additional questions for me.

jamiej
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Re: can't open encrypted VBM once copied or moved - Case # 03801441

Post by jamiej » Oct 15, 2019 3:21 pm

Dima P. wrote:
Oct 14, 2019 10:33 pm
Hello folks,

Just to make sure we are on the same page: are you copying the entire content of the folder created by backup job (i.e. vbk + vbm + vib files) or just a vbm file? Thanks!
I am copying the entire folder contents which includes all VBM, VBK and VIB files for the backup job.

cowboy898
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Re: can't open encrypted VBM once copied or moved - Case # 03801441

Post by cowboy898 » Oct 15, 2019 6:10 pm

Jamie,
That was how they handled a ticket I had as well. It went on for over a month with no resolution, ever.

Dima P.
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Re: can't open encrypted VBM once copied or moved - Case # 03801441

Post by Dima P. » Oct 21, 2019 10:52 am

Hello folks,

RnD folks have reviewed the details from the case 03805847 and found out the following:

1. That is not the data corruption issue, your backup files are ok. The problem is when you are copying the file from one location to anther original path is being somehow stored in the backup file (thus it shows no valid restore points)
2. To workaround this problem please start restore via Start > File Level Restore / Volume Level Restore and select the backup location in the wizard (it will show all the available restore points and you will be able to select any of those)
3. We will threat the existing behavior as a bug and will fix it it the next versions.
That was how they handled a ticket I had as well. It went on for over a month with no resolution, ever.
Unfortunately, sometimes due to the heavy load support cases in the free queue are closed automatically, that's why sharing the support case ID in the community posts is extremely helpful as we can ask support team to review the case details and start the investigation procedure. Cheers!

cowboy898
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Re: can't open encrypted VBM once copied or moved - Case # 03801441

Post by cowboy898 » Oct 21, 2019 1:27 pm

Unfortunately, sometimes due to the heavy load support cases in the free queue are closed automatically, that's why sharing the support case ID in the community posts is extremely helpful as we can ask support team to review the case details and start the investigation procedure.
I have to say that the above statement bothers me. So what you're saying is if no one wants to work on a problem they just leave it in the queue and it will go away? That is not a good customer service model and does not give me a warm and fuzz feeling about support.

jamiej
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Re: can't open encrypted VBM once copied or moved - Case # 03801441

Post by jamiej » Oct 21, 2019 1:44 pm

Dima P. wrote:
Oct 21, 2019 10:52 am

To workaround this problem please start restore via Start > File Level Restore / Volume Level Restore and select the backup location in the wizard (it will show all the available restore points and you will be able to select any of those)
Hi Dima,

As per my reply to Veeam Support on Friday when this workaround was suggested, it does not work. There is no difference in the behavior whether I double-click the copied VBM file versus navigating to it by right clicking on Veeam in the system tray and going to Restore \ Individual Files \ Browse.

On two of the three servers where I've had this issue, I have since turned encryption off, and now I am able to open those backups properly. Because there are still encrypted backup files within the backup chain, it does prompt me for the encryption password, and once entered I am able to open any of the backups successfully (encrypted and non-encrypted), all from the copies made to my USB drive.

On the third server, I have left encryption on. I am still unable to open those backups unless from the original location where Veeam created them. When I try, I get the error "Unsupported VBM format". So this issue/bug persists, and so far I have no workaround aside from disabling encryption entirely.

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