Failed to install the product. An error occurred

[SamSquanch]

I get an error when I try to upgrade from version 5 to version 6.

When I hit the install button I get a Windows Installer window that comes up. Like I had started the Windows Installer with no options and it lists all of the arguments you can use.

If I say OK to that window it fails and says "Failed to install the product. An error occurred. See logs for details."

Where would these logs be? The Event Viewer says nothing about this and it doesn't seem to create any new log files in the install directory.

This was a fresh download from the Veeam website.

Support Case #05354867

[Gostev]

I see you literally just opened a support case, please do give them more than a few seconds to respond.

And in future, kindly don't cross-post technical issues here immediately after creating a support case.
This is not a support forum for environment-specific problems.

[SamSquanch]

The last two times I opened a support case I never heard back and the cases were closed. Great help that was.

I was moving forward with the assumption that I would receive the same response from support.

The only reason I opened a support case was that it said I had to have a support case number or the topic would be deleted.

[Mildur]

Veeam released a new kb, can you check if your encironment is affected by the same issue?
https://www.veeam.com/kb4295

The only reason I opened a support case was that it said I had to have a support case number or the topic would be deleted.

The reason for opening a case should be to get help for a technical issue. I always open cases with support if I face an issue.

Your cases could be closed when you are using the community edition. Community edition users only get support on best effort. If you are running the community products in a productive environment, you should get a paid license to have guaranteed support. It‘s only around 20 Dollar per User/year.

[SamSquanch]

The solution was to run the Veeam.Backup365.exe by itself to install the main product and then run the installs for any explorers that were applicable.

The wizard didn't seem to like something about our system.

Oh, and I had to upgrade the repository by hand before it would mount it.

[ND40oz]

I just wanted to say I ran into the same issue upgrading to 6.1.0.254. I then ran the Veeam.Backup365.exe which actually showed what was going on and gave me a message about the Backup Proxy service not stopping. From there I was able to forcefully kill the service and everything then upgraded. It appears the new installer wrapper doesn't show any details about what is actually occurring in the background but I imagine it is there to run all of the upgrade packages in the proper order. It would be nice if each individual installer still popped up with the details of what is actually occurring during each phase though.

[rura_at_tivoli]

I just wanted to say I ran into the same issue upgrading to 6.1.0.254. I then ran the Veeam.Backup365.exe which actually showed what was going on and gave me a message about the Backup Proxy service not stopping. From there I was able to forcefully kill the service and everything then upgraded. It appears the new installer wrapper doesn't show any details about what is actually occurring in the background but I imagine it is there to run all of the upgrade packages in the proper order. It would be nice if each individual installer still popped up with the details of what is actually occurring during each phase though.

Just had the same problem with the installer from the iso-file. Fail-message referencing a log file but no mention of it's location.
Running the individual installer showed it hanging at "stopping services".
I used Task Manager to kill the Veeam.Archiver.Proxy process and then the installer continued.

[Polina]

Hi,

Do you have a support case on this issue?