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9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by DanielCIS » Jan 25, 2019 4:50 pm

Hi all,

I've upgraded to the GA version of 9.5U4 all ok but having an issue with a secondary proxy failing to upgrade. Initially from the VBR console I was getting output saying "Upgrade failed, see installer logs" or similar. I then went to the secondary proxy and manually installed the relevant packages and have narrowed it down to the Mount Service.

When I run the installer for just this package it throws the error "Veeam Mount Service Installer Information - Failed to install file system drivers." Looking at the FlrDrvInstaller.log file I then get the following:

Code: Select all

[25.01.2019 16:45:15] < 10952> ================================================================================
[25.01.2019 16:45:15] < 10952> VeeamFlrDrvInstaller.
[25.01.2019 16:45:15] < 10952> Host process path: C:\Program Files\Common Files\Veeam\Backup and Replication\Mount Service\Veeam.Backup.MountService.exe.
[25.01.2019 16:45:15] < 10952> Process: 64 bit.
[25.01.2019 16:45:15] < 10952> SureFlrDriversInstalled
[25.01.2019 16:45:15] < 10952>   Service [VirtualDK] [install]
[25.01.2019 16:45:15] < 10952>     Loading legacy driver VirtualDK
[25.01.2019 16:45:15] < 10952>       Service VirtualDK was registered at the SCM for the first time. Binary file path [C:\Program Files\Common Files\Veeam\Backup and Replication\Mount Service\vdk.sys].
[25.01.2019 16:45:15] < 10952>     Loading legacy driver VirtualDK Failed.
[25.01.2019 16:45:15] < 10952>   Service [VirtualDK] [install] Failed.
[25.01.2019 16:45:15] < 10952> ERR |Windows cannot verify the digital signature for this file. A recent hardware or software change might have installed a file that is signed incorrectly or damaged, or that might be malicious software from an unknown source.
[25.01.2019 16:45:15] < 10952> >>  |Failed to start service VirtualDK.
[25.01.2019 16:45:15] < 10952> >>  |--tr:Error code: 0x00000241
[25.01.2019 16:45:15] < 10952> >>  |An exception was thrown from thread [10952].
[25.01.2019 16:45:15] < 10952> SureFlrDriversInstalled Failed.
[25.01.2019 16:45:15] < 10952> VeeamFlrDrvInstaller detached.
[25.01.2019 16:45:15] < 10952> ================================================================================
[25.01.2019 16:45:15] < 10952> 
[25.01.2019 16:45:52] < 10136> cli| LOG: Initializing log file ...
[25.01.2019 16:45:52] < 10136> ================================================================================
[25.01.2019 16:45:52] < 10136> VeeamFlrDrvInstaller.
[25.01.2019 16:45:52] < 10136> Host process path: C:\Program Files\Common Files\Veeam\Backup and Replication\Mount Service\Veeam.Backup.MountService.exe.
[25.01.2019 16:45:52] < 10136> Process: 64 bit.
[25.01.2019 16:45:52] < 10136> SureDriversUninstalled
[25.01.2019 16:45:52] < 10136>   Un-installing FLR driver.
[25.01.2019 16:45:52] < 10136>     Trying to open FLR driver
[25.01.2019 16:45:52] < 10136>     FLR driver is not installed
[25.01.2019 16:45:52] < 10136>     There is no installed FLR driver.
[25.01.2019 16:45:52] < 10136>   FLR driver was successfully un-installed.
[25.01.2019 16:45:52] < 10136>   Unloading service VeeamFSR.
[25.01.2019 16:45:52] < 10136>   Service VeeamFSR does not exist.
[25.01.2019 16:45:52] < 10136>   Unloading service VirtualDK.
[25.01.2019 16:45:52] < 10136>   VirtualDK stopped.
[25.01.2019 16:45:52] < 10136>   Service VirtualDK was deleted.
[25.01.2019 16:45:52] < 10136> SureDriversUninstalled ok.
[25.01.2019 16:45:52] < 10136> VeeamFlrDrvInstaller detached.
[25.01.2019 16:45:52] < 10136> ================================================================================
[25.01.2019 16:45:52] < 10136> 
Platform is Windows Server 2008 R2 Datacentre, any thoughts?

Thanks,
Dan

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by foggy » Jan 25, 2019 5:01 pm

Hi Dan, please open a case with our technical support for a closer look. Thanks!

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by Gostev » Jan 25, 2019 5:02 pm

Daniel, as requested when you click New Topic: please avoid posting random log snippets that you think might be relevant to your issue, and instead include a support case ID containing the full debug log package. These core forum rules are always important to follow, but right now they are absolutely essential to follow with the usual spike of posts on technical issues due to the new major release. Thanks for understanding!

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by DanielCIS » Jan 25, 2019 5:51 pm 1 person likes this post

Hi all,

No problem, case logged #03381868

Cheers,
Dan

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by mickej67 » Jan 28, 2019 10:27 am

Any solution?

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by veremin » Jan 28, 2019 1:05 pm

It seems that original issue has been caused by driver signature enforcement policy, but we're still waiting to hear from Daniel to confirm the guess.

In the meantime, kindly, open your own ticket and provide debug logs - the root cause might vary.

Thanks!

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by mickej67 » Jan 29, 2019 8:29 am

I am getting this on a Windows 2008 R2.

The VeeamFCT service failed to start due to the following error:
Windows cannot verify the digital signature for this file. A recent hardware or software change might have installed a file that is signed incorrectly or damaged, or that might be malicious software from an unknown source.

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by GregorD » Jan 29, 2019 6:13 pm

I have the same error , i cannot update mount Service on Windows Server 2008 r2 Standard
Case is open
when i manually start the msi for Installation mount Service it Comes to VmAddFwRulesPhased and then i become Access denied.
But i dont have antivirus. Windows Firewall is disabled.

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by Gostev » Jan 30, 2019 12:51 am

Can you make sure you have all the latest Windows Updates installed on your server?

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by GregorD » Jan 30, 2019 9:45 am

Can you be more specific ,which update is requiered? We use WSUS and everything is enabled to install.

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by bogdan.grecu » Jan 30, 2019 9:51 am

Hello Daniel,

You might want to try this:

Enter in Advanced Options menu in Windows 2008R2:

Close all programs and reboot your computer.
Press the "F8" key as your computer is booting up, before the appearance of the Windows logo.
When the "Windows Advanced Options Menu" appears on your screen, use your keyboard arrow keys to highlight the “Disable Driver Signature Enforcement” option and then press "ENTER".

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by Jay.SD » Jan 30, 2019 5:13 pm

I've got a similar issue after upgrading from 9.5.0 to U4. Remote managed server fails to upgrade its components. Nothing relevant in the installer logs. My currently opened ticket has been escalated.

Transport and vPowerNFS components both are update on the remote server but Mount Service and WAN Acc. Service are still at the older version.

Is it possible to upgrade the mount service on the remote server manually?

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by GregorD » Jan 30, 2019 8:11 pm

yes open dvd folder packages and there you have all services

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by Jay.SD » Jan 30, 2019 9:00 pm

Well that attempt didn't work. I was able to upgrade the WAN Service locally but not the mount service. My ticket is currently "In research".

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by Jay.SD » Jan 31, 2019 5:14 am

second remote session with a Veeam Engineer could not resolve the issue. Veeam support has all the logs after multiple troubleshooting steps.
I do know one thing about this issue Windows 2008 R2 is the common in this thread so far...

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by AlexKid » Jan 31, 2019 8:26 am

I've got a similar issue after upgrading from 9.5.0 to U4 on our 2008R2 Backup Server.

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by benpike57814 » Jan 31, 2019 10:24 am

I have the exact same issue with the Veeam Mount Service on Server 2008 R2. I've logged a case with Veeam so hoping they will find a workaround / fix

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by wishr » Jan 31, 2019 10:34 am

Hi Ben,

Could you please share the support case ID for reference?

Thanks in advance!

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by benpike57814 » Jan 31, 2019 10:47 am

I have just tried rebooting the server and pressing 'F8' during restart. Select Disable Driver Signature Enforcement from the boot menu and the Veeam mount service installed successfully

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by wishr » Jan 31, 2019 11:21 am

Hi Ben,

Thanks for sharing the information. We'll take a look at this internally.

Btw, could you please let me know your case ID so we can get all the details possible?

Thank you,
Fedor

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by wishr » Jan 31, 2019 12:02 pm 1 person likes this post

Hi gentlemen,

A quick update: Since you all use 2008R2, could you please make sure that SHA-2 code signing is supported on your systems as per our guideline?

Thanks

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by GregorD » Jan 31, 2019 1:50 pm

I also tested another Server my pain is again ws 2008R2 and there i get a error Driver cannot be installed.

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by wishr » Jan 31, 2019 2:30 pm

Hi Gregor,

Could you please check the above? Most likely that's the root cause.

Thanks in advance!

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by Jay.SD » Jan 31, 2019 3:56 pm 2 people like this post

Thank you! enabling SHA-2 code signing worked for me.
Installed update package Windows6.1-KB3033929-x64
FYI - reboot required, twice. One after the update and another after updating the mount service.

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by wishr » Jan 31, 2019 4:07 pm 1 person likes this post

Hi Jeremy,

Thanks for sharing it with the community! Appreciate it.

Regards,
Fedor

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by Gostev » Jan 31, 2019 9:31 pm

Ahha, thanks for confirming! This was exactly the reason behind my question about Windows Updates on the previous page ;)

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by GregorD » Feb 01, 2019 5:39 am 2 people like this post

For me also
Installed update package Windows6.1-KB3033929-x64 Restart and i could install the mount Service.

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by DakoJordan » Feb 06, 2019 9:59 pm

This is happening to me on a Server 2012 R2 box as well. Manual install of the new Mount Server component from the packages directory of the ISO fails with the error "failed to install file system drivers".
Manually uninstalled the mount server component from Programs and Features, tried again, and no change. The Mount Server service itself was still present as well, so I used sc delete VeeamMountSvc to get rid of it, but no change.

Opening a case shortly if no Windows Updates are required on the box. If they are, I'll try that before opening a case.

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by wishr » Feb 07, 2019 9:55 am

Hi Jordan,

That's a bit strange that you are experiencing the issue on 2012R2, however I would first of all check for SHA-2 code signing updates.

Please keep us posted about the situation.

Thanks

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Re: 9.5 U3a to U4 Upgrade Issues - Veeam Mount Service

Post by camilleB » Feb 11, 2019 4:53 pm

Hi, same issue
Veeam Support - Case # 03406514
Can't install Veeam Mount Service on windows 2008 (64bits) Storage server.
I have removed Antivirus, firewall off, check UAC off.
VBR upgrade the VpowerNFS and vTransport to update4
Regards

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