Case 07550242 - Upgrade to 12.3 fails

[jeroenburen]

Hi,

I started upgrading a second VBR server from 12.2 to 12.3 and got the same error as with a previous VBR server: Service Veeam Explorers Recovery Service (VeeamExplorersRecoverySvc) could not be installed. Verify that you have sufficient privileges to install system services.

I uninstalled the service manually for the first server, rebooted, and then did the upgrade. But now that this happens for the second time I see a pattern...

Support was unable to come up with a solution for the first server but I have created a new case for the second server: #07550242. Did someone see this error before?

[david.domask]

Hi Jeroen,

Thank you for sharing the case number, and sorry to hear about the challenges.

I'm personally have seen the error before, but not with the Explorers Recovery Service. Checking the cases, I can see that my initial thoughts (AV) were checked, but just as a sanity check, when you tested with AV disabled, did you uninstall it or use some option to "disable scanning"? From experience, the disable options for most AVs doesn't really do much except stop the scheduled scans -- if you run from powershell or an administrative cmd prompt:

fltmc

You will see the Windows filters listed and likely the AV's filter will still be present and actively performing its duties.

Does your AV by chance have a "permissive" or "learning" mode, where it is active but only logs threats without interacting? Short of uninstalling the AV completely and rebooting the server until the AV filter no longer shows in fltmc, permissive/learning mode usually helps to identify if AV is really the one interfering.

Similarly, can you confirm, does the same behavior happen if you start the installation using the built in named Administrator account? (not a member of Administrators or a Domain admin, the local named Administrator account)

[jeroenburen]

Hi David,

I disabled Windows Defender through GPO (Turn off Microsoft Defender Antivirus) but that didn't make a difference. Also, stopping all Veeam services upfront makes no difference. Running the upgrade as the local Administrator account gives me the same error. The only work-around so far is to delete the Explorers Recovery Service before running the upgrade.

[Dima P.]

Hello Jeroen,

Can you please confirm that you've reviewed all the possible issues described in the KB article: Veeam Service Fails to Start with Error 1920? If yes, please keep working with our support team to identify the root cause. Thank you!