upgrade from 1.5x fails

[corby2112]

Hello,

Running the latest 1.5 VEB, trying to update to agent 2.x. Install throws an error that it's looking for an .MSI file. I've tried manually extracting all files and pointing the installer to the .msi file, but it tells me the file is invalid. I've re-downloaded and I've tried using the built-in updater.

Also, the built-in support system says the update is required before submitting the support request....so not sure what else to do, except ask for help here.

I have the install log files, which I will gladly provide.

[Dima P.]

Hi corby2112,

Are you sure you are running 1.5 (the support functionality was not disabled for this version)? Please send me you contact email address – I’ll ask support team to reach you.

[corby2112]

I'm at the site right now, so I don't have exact details and I don't have remote access. I grabbed a copy of the log files on a USB drive.

The following is an entry in the EndPointSetup.log:

InstallShield 17:31:52: Checking related product {97BBA6CF-338C-4284-B605-5A5AC00132F8}
InstallShield 17:31:52: Veeam Endpoint Backup{97BBA6CF-338C-4284-B605-5A5AC00132F8} 1033 1.5.0.306 ***Related***

Within VEB there's a place to submit a support case. After filling in the relevent information it tells me that the latest version is required in order to submit a support case (and the logs would automatically be uploaded).

I'll PM you with my email address.

[Dima P.]

Thanks. Passed your contact details to support folks. They will get in touch with you soon.