Veeam Agent Auto Update fails

[samu]

Hi all,

we have a few users that use the free Veeam agent for Windows.
Today we were notified that a new update is available, but when trying to download it, it fails.

I checked the logs of our firewall and I see the connection on port 80, with session end reason "aged out". I tried to download the update with a specific security rule that does not use any security profiles, but still no luck. So it is safe to say that the firewall is not blocking anything, otherwise I would see it in the logs.

What is weird, is that the download works over a 4G connection. Also, when I enter the download URL I retrieved from the FW logs into the browser, the download also starts, just now through the Veeam Agent console.

Any ideas are greatly appreciated!

[Dima P.]

Hello and welcome to the R&D forums samu!

Any antivirus rules configured locally on the machine? Can you please check the ProgramData\Veeam\Endpoint\UI.TraySvc.VeeamEndpointBackup log file? There should an indication of the update download state.

[samu]

Hi Dima

I've completely disabled Windows Defender on the endpoint, but this did not help either (sorry, I forgot to include it in my original post).

Now I've checked the log file you mentioned and what stood out to me was the following:

Code: Select all

[27.05.2021 15:34:40] <21> Error    A blocking operation was interrupted by a call to WSACancelBlockingCall (System.Net.Sockets.SocketException)
[27.05.2021 15:34:40] <21> Error       at System.Net.Sockets.Socket.Accept()
[27.05.2021 15:34:40] <21> Error       at Veeam.Backup.ForeignBackupServiceClient.CForeignInvokerServer.OnAcceptConnection(Socket listener)

[27.05.2021 15:37:17]      Error    <1948>     Unable to retrieve information about the file system for volume '\\?\Volume{5199ffb3-8dcd-11ea-8d0e-806e6f6e6963}\'.
[27.05.2021 15:37:17]      Warning  <1948>         Win32 error:The device is not ready.
 Code: 21

[27.05.2021 15:37:18]      Info     <1948>         Processing disk \\?\usbstor#disk&ven_generic&prod_storage_device&rev_hp01#201905051048&0#{53f56307-b6bf-11d0-94f2-00a0c91efb8b}. Failed.
[27.05.2021 15:37:18]      Error    <1948>         Failed to process disk device '\\?\usbstor#disk&ven_generic&prod_storage_device&rev_hp01#201905051048&0#{53f56307-b6bf-11d0-94f2-00a0c91efb8b}'.
[27.05.2021 15:37:18]      Warning  <1948>             Failed to collect properties of the \\?\usbstor#disk&ven_generic&prod_storage_device&rev_hp01#201905051048&0#{53f56307-b6bf-11d0-94f2-00a0c91efb8b}.
[27.05.2021 15:37:18]      Warning  <1948>             Disk capacity is unknown.
[27.05.2021 15:37:18]      Warning  <1948>             Win32 error:The device is not ready.

[Dima P.]

Saskia,

It looks like the download process was terminated by another activity. Can you please check if by any change these machines are not installing any other updates (say, Windows updates). If that's true - please finalize all running updates, reboot the machine and try to start the download again. Thanks!