Case # 05906727 - Unsuported VBM format

[asterix7]

Hi all,

Case # 05906727

I really like Veeam products but I have a problem with encrypted backup restore.

[Egor Yakovlev]

Hi Chris.

That's one interesting backup chain you got there - it starts with 2 incremental backups on 20/01 attached to no full backup, which follows a normal chain starting 14/02.
Let's see what support finds out from the log files.

[asterix7]

Hi Egor,

> Let's see what support finds out from the log files.
The logs have been uploaded today to support my case.

[asterix7]

I just received an email from the support:
"This is Veeam Support with a system generated courtesy notification.
Unfortunately, due to low support staff availability we were unable to process your request. This support case has been archived automatically."

[Gostev]

Apologies, but we literally just shipped V12... so the support team is slammed with upgrade-related cases from paying customers, as it happens after any major release.

[asterix7]

I understand you're preoccupied with more pressing matters at the moment.
I was planning to buy your products.
Can you tell me please if I pay for the support, will your team support my existing (old) case?

[robnicholsonmalt]

Apologies, but we literally just shipped V12... so the support team is slammed with upgrade-related cases from paying customers, as it happens after any major release.

I've never had support for the community edition except for one out of 10 cases even when they weren't just after a major update (and that was a slow download of ISO from web). Go through the motions to get a case number and post here (otherwise it'll be deleted), it's your best bet IMO.

[Gostev]

Can you tell me please if I pay for the support, will your team support my existing (old) case?

Sure, you can just reopen it from under an account which has a paid license associated with it. This will make the support case going into a different support queue.