Issue with applying 8.0.3 update (resolved)

[jasonede]

This morning I've updated our 8.0.2.200 VBO server to 8.0.3.1044. This took a few goes to an odd error.

When installing for the first time it had the license file part populated pointing to the license we already had. When nexting through it then complained the file was locked and then the installer wouldn't run again saying "Cannot set Owner property to a Window that has not been shown previously" even after a reboot.

The solution was to (after reverting to snapshot) upload a fresh copy of the license file out of the programfiles structure and then use that license file and then things proceeded smoothly.

Not quite sure why that happened or the odd error on the installer, but it's now all upgraded ok

[ReKe]

Same issue here.

Reverting from a snapshot is no way for us, because other applications on this machine has gone forward for days now.

Case #07461214

[jasonede]

I'm not quite sure why it was trying to move the license file in the first place unless it thought it wasn't in it's folder and was trying to move it in to the same place.

The cannot set owner property was an odd one I've never seen before. Even odder was that a reboot didn't solve it and still couldn't run the file.

[mathrodri]

Same problem here, we can't return the snapshot. Waiting for some solution.

[ricardo.chiste]

Same problem here. Waiting for some solution.

[ReKe]

@mathrodri and @ricardo.chiste

Do you have also tickets open?

[chris.childerhose]

I am also having this issue with the property owner dialog, and nothing I do fixes it. I was given a command to run the MSI file in the Backup folder of the ISO when mounted, but that shows a Change/Remove option, so to me, it is not an upgrade. I have a case open for this - # 07455202.

I'm unsure how you fixed it with the license file, as I don't understand what you are saying about it. Would you be able to clarify? Did you remove the license from the location in Program Files and then run the installer to upgrade?

[Mildur]

Hi Guys

Please let me know your case numbers (Thank you Chris + ReKe).
I want to review the cases and check if QA is already involved.

Thank you,
Fabian

[chris.childerhose]

I have resolved my issue, Fabian. I am now writing to the Support ticket to explain, but this thread helped me. I removed the license file from the Program Files directory for VB365 and then ran the setup program from the ISO, which worked this time. I could then point to the license file needed, and the upgrade could run. Not sure what happened here, but something with the license file caused the error dialog, which seems odd.

[Mildur]

Thank you for the feedback Chris, appreciate it.
I'll report it to our VB365 team.

Best,
Fabian

[jasonede]

I am also having this issue with the property owner dialog, and nothing I do fixes it. I was given a command to run the MSI file in the Backup folder of the ISO when mounted, but that shows a Change/Remove option, so to me, it is not an upgrade. I have a case open for this - # 07455202.

I'm unsure how you fixed it with the license file, as I don't understand what you are saying about it. Would you be able to clarify? Did you remove the license from the location in Program Files and then run the installer to upgrade?

When running the installer (for all veeam products now) it finds the current license rather you having to select it like you used to on every single upgrade. On the VBO installer it found the installed license nestled within the program structure (can't remember the exact path) and as it had found it I left it and nexted things through which was where it went wrong. The solution was to put a fresh copy of the license file on desktop in downloads or anywhere and use that file rather than the one already selected. Is that any clearer?

[chris.childerhose]

I figured it out after posting it to the thread and asking for clarity. See my post above, as I just removed the license file from the Program Files directory, which fixed the issue and pointed to a new license file. The upgrade is running now.

[jasonede]

I suspect it tried to copy it over itself which failed rather than just leaving it there.

[ReKe]

I can confim that the deletion of the lic file (under "C:\Program Files\Veeam\Backup365\License") also worked for me. The setup can be started again and you have to provide a new lic file.

As I was mentioned before by support the replace of the corrupted one (0 KB) with the correct one (2 KB) doesn't help for the issue. You realy have to delete it.

But defintley something went wrong with the installer if you keep the autodeteced lic file for the update.

Greetings Rene

[jasonede]

I didn't delete the license file I just provided a new one in a different path and then it proceeded fine.

[chris.childerhose]

Just an FYI for folks: they updated KB4656 for the VB365 v8 page, and there is a new patch with a new ISO that addresses this issue and others.

[jasonede]

That update doesn't mention this issue in the resolved section...

Upgrade of remote components of Veeam Backup for Microsoft 365, including remote Consoles and REST API servers, fails with the error:

NATS Server connection string is missing.

Login to a Restore Portal configured on top of a remotely installed REST API server fails with the error:

The remote certificate was rejected by the provided RemoteCertificateValidationCallback.

[chris.childerhose]

I know but Support rep told me in a case update it was. But when running it now I get an error about the license file being used so I am trying to stop the services before running to see if that works. But this is still a major issue with updating.

[jasonede]

Try downloading a fresh copy of the license file and specifying that on the installer.

[chris.childerhose]

After getting the error about the license file being used, I am back to the original error message and need to remove the license file. There is something borked with the upgrade process here, and it needs fixing!

[Mike Resseler]

All,

Our team is researching this, but we only have 2 support calls and it seems from this thread here that there are a few more with this issue. We have a suspicion (any change that your license file is under program files, and protected by the OS so we cannot update it?)

But please create a support case if you have this issue so we can investigate better

Thanks
Mike

[chris.childerhose]

The license file shows under the C: Program Files\Veeam\Backup365\License folder, but when I check the Security of the folder, the Administrators group has full access, and the account I run the Upgrade with is in this group. So, it should be able to take control of the file to update/change it.

[sruohonen]

I had the same exact error.
I removed "C:\Program Files\Veeam\Backup365\License" -folder all together and then installation went thru.

In the installation wizard - I did NOT give LIC file, but still after installation the license was correct in the app

[dotdk]

We have faced the exact same issue, but were able to correct it with the solution provided by Chris.

[chris.childerhose]

Support has replicated the issue in my case so they have passed the details to QA/Dev to sort out and fix. Hopefully the next update will work fine.

[csm]

Why is this marked as resolved if half a dozen people are reporting the same issue?
I have it too. Ticket ID: 07481108

What is the solution again?

(Funny that I was in no hurry to apply this patch, but HAD TO because the PS cmdlet that I've been using was broken by the previous update which was fixed in this one as the support had let me known. And now the installer doesn't work. Absolutely fantastic. )

[chris.childerhose]

The solution is to remove the license file in the ProgramData directory then run the install again.

[csm]

Hi, thanks for the quick reply but there is no .lic file in the ProgramData directory. I had one in Program Files.
I deleted it from Program Files, re-ran the installer (it ran this time), got to the end of the wizard but the installation failed with a new error "No connection could be made because the target machine actively refused it." Tried it several times, same error.

Could you give me the exact path where the license file resides and where I need to delete it from? Maybe it's still lingering somewhere.
Did you re-issue your license?

Thanks.

[csm]

So in case anyone is wondering, the license file is under:

C:\Program Files\Veeam\Backup365\License
(Extension is .lic)

You need to move it away or delete it .
All your services need to be running . It's NOT like VBR, where you are advised to stop the services before upgrade and where the installer checks if they are running or not and stops them if they are running. HERE the installer simply CRASHES if your services are NOT running. (strong Citrix ADC installer vibes to me...)
I also reissued the license from the Service Provider console VCSP pulse plug-in. (Create new license -> assign to my own company -> download -> copy to server and use in the installation wizard where it's asking for it) But it can totally be that the original file is just as good.

Many times the support has told me: "VBR is a different product, please, don't compare."
Yes. Indeed it IS different. Never seen the installer of that one crashing for sure.

My PS cmdlet is working btw after the update - yay!
Thanks Chris for helping out.

[chris.childerhose]

Not a problem. Glad to help just wrong folder I mentioned.