Error after expanding Immutable repo

[unsichtbarre]

Case #05557492

After expanding Immutable repo, I see the following error and on each rescan of the repo:

8/2/2022 8:30:25 AM Warning Failed to synchronize Immutable_Offsite_01 Details: '.', hexadecimal value 0x00, is an invalid character. Line 1, position 1.

I opened a case (level 2) and uploaded logs for both the component(s) and job(s) yesterday and got a response saying my case was being assigned. 24 hours later and no further response. I have clicked "talk to a manager" and only received acknowledgement that I have requested such. This seems to me a common MO for Veeam support these days:

1) Open case with logs uploaded
2) Case assignment happens quickly
3) Support agent requests re-upload of logs
4) case goes dead until you request manager assistance

What gives with Veeam supoport?

THX,
-John

[unsichtbarre]

After contacting a manager, I have received a request for a webex tomorrow - 48 hours after opening ticket.

[Mildur]

Hi John

I‘m sorry to hear that it took so long. I will check the case tomorrow.

Thanks
Fabian

[Mildur]

Hi John

I checked the case. Unfortunately, I can't see the talk to a manager request logged in the case.
Case was openend on 08/01/2022 4:20 PM and the first response was 1 hour later. The second response with the webex request came 29 hours after the first response.
I agree, that reassignment should happened faster for a case severity 2.

Let me know if the webex session helps to resolve the issue today.

Thanks
Fabian