Cannot report a issue using built in method VAW 2.0

Backup agent for Microsoft Windows servers and workstations (formerly Veeam Endpoint Backup FREE)

Cannot report a issue using built in method VAW 2.0

Veeam Logoby tsukraw » Mon May 01, 2017 3:38 pm

Hey guys,
We have deployed the latest agent for some testing and are having issues with cloud connect. The agent version is 2.0.0.700 - Workstation Edition.
Trying to use the support / report a issue.

When i do that i get "Please upgrade to the latest product version before reporting an issue"

We are on the latest version to my knowledge.

Thoughts on this?
tsukraw
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Re: Cannot report a issue using built in method VAW 2.0

Veeam Logoby Dima P. » Mon May 01, 2017 4:16 pm

Hi Tucker,

Thanks for reporting, I'll check with web team. PM me your email address and I'll ask support folks to open a case for you.
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Re: Cannot report a issue using built in method VAW 2.0

Veeam Logoby Dima P. » Tue May 02, 2017 12:46 pm

Fixed by web team.
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Re: Cannot report a issue using built in method VAW 2.0

Veeam Logoby kietnlt » Thu May 11, 2017 8:21 am

Sorry for duplicating this post.

I have a same issue when using Veeam Agent for Windows v2.0.594. I knew this is not a latest version, but I have problem when backup to the Service Providers. I can't use v2.0.700 because it requires Veeam Backup & Replication Update 2.

I'm looking forwarding to hearing from you.
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Re: Cannot report a issue using built in method VAW 2.0

Veeam Logoby Dima P. » Thu May 11, 2017 5:46 pm

Hi kietnlt,

If you are running Veeam Cloud Connect infrastructure you can get Update 2 via support team and then install the new VAW RTM build.
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Re: Cannot report a issue using built in method VAW 2.0

Veeam Logoby Geniek.73 » Tue Nov 14, 2017 2:22 pm

Hi all,

have question on how to report an issue with bare metal recovery from Veeam Agent for Windows backup. I'm using free version of Veeam AfW2.0 - should I initially report issue via built in AfW functionality and later on provide Veeam support with my screenshots? As there is no option to upload any files during case creation besides debug logs uploaded automatically from AfW.

Dariusz
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Re: Cannot report a issue using built in method VAW 2.0

Veeam Logoby Dima P. » Tue Nov 14, 2017 3:23 pm

Dariusz,

If you have another host with agent running, then please submit a support case from that machine and share the recovery logs afterwards. If you don’t have another agent installation - PM me your contact email address and I'll ask support team to reach you.
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Re: Cannot report a issue using built in method VAW 2.0

Veeam Logoby CharlieKPoland » Sat Dec 23, 2017 2:12 pm

Have the same.
I have version 2.0.0.700 (Free version, no license). I receive AFTER 100% uploading logs to Veeam red warining sign and message:

"please upgrade to the latest product version before reporting and issue"

I clicked buton "check online" - nothing changed. Still remaining red warning and greyed screen with unsent technical request...
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Re: Cannot report a issue using built in method VAW 2.0

Veeam Logoby Dima P. » Tue Dec 26, 2017 2:05 pm

Hi CharlieKPoland,

Thanks for reporting. Looks like a temporary glitch, please resubmit your case once again.
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Re: Cannot report a issue using built in method VAW 2.0

Veeam Logoby CharlieKPoland » Wed Dec 27, 2017 1:28 am

Before a moment: collecting service logs - OK, uploading logs - 100% and OK, opening suport case - and then the same message:
"please upgrade to the latest product version before reporting and issue" :(
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Re: Cannot report a issue using built in method VAW 2.0

Veeam Logoby Dima P. » Wed Dec 27, 2017 4:22 pm

Thanks. Checking with web team. Meanwhile, I've asked support team to reach you via your forums email address.
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Re: Cannot report a issue using built in method VAW 2.0

Veeam Logoby CharlieKPoland » Fri Dec 29, 2017 10:59 am

OK - SOLUTION:

There is for few days in fact newer version 2.1.0.423 of Veeam Agent for Windows. But automatical check does not recognize it is to update. So there is a need to update this version manually (via downloading update from veeam WWW) and then uploading a case is possible. Works, I checked before a moment.
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Re: Cannot report a issue using built in method VAW 2.0

Veeam Logoby Dima P. » Fri Dec 29, 2017 11:03 am

Web team found a bug with case submission for 2.0 and I was told that it should be fixed by now. Regarding the auto updates, we usually publish the latest version two months after GA but it’s possible to update your VAW 2.0 installation manually via 2.1 installer (simply download it and re run the setup).

I passed your contact details to support team as well and requested to open a support case.
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Re: Cannot report a issue using built in method VAW 2.0

Veeam Logoby CharlieKPoland » Sat Dec 30, 2017 1:38 pm

Actually I'm in contact with support team for few days :) So don't bother them more with my detailes ;-)
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