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omegagx
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Re: Update 3 - B&R Console freeze and lag

Post by omegagx » Jan 16, 2018 5:26 pm

When will this hotfix be available publicly?
foggy wrote:You still have to run U3 to apply the hotfix, so you can upgrade and contact them immediately if you have issues (or even set up a remote session to perform upgrade and apply the hotfix).

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Re: Update 3 - B&R Console freeze and lag

Post by omegagx » Jan 19, 2018 6:53 pm

Any updates on the public availability of the fix?

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Re: Update 3 - B&R Console freeze and lag

Post by mcz » Jan 22, 2018 8:59 am

I've created a new support ticket and got the fix very quickly, so you could do the same...

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Re: Update 3 - B&R Console freeze and lag

Post by foggy » Jan 23, 2018 4:16 pm

Right, we do not typically publish the hotfixes, both for tracking purposes and to ensure you're experiencing the exact issue the hotfix is addressing.

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Re: Update 3 - B&R Console freeze and lag

Post by omegagx » Jan 24, 2018 4:29 pm

Is there a knowledge base article for this issue?

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Re: Update 3 - B&R Console freeze and lag

Post by foggy » Jan 26, 2018 4:20 pm

No, as far as I know.

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Re: Update 3 - B&R Console freeze and lag

Post by coolsport00 » Feb 01, 2018 2:45 pm

FYI - this happened to me too. Contacting Support to get the hotfix. Ugh...

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Re: Update 3 - B&R Console freeze and lag

Post by Grant-NZ » Feb 14, 2018 12:58 am

Support team has a hot fix. Anyone experiencing similar issue, reach veeam support team.

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Re: Update 3 - B&R Console freeze and lag

Post by v.Eremin » Feb 14, 2018 2:02 pm

Grant, typically we do not share hot fixes publicly and prevent others from doing so. Thus, I've modified your answer, removing links and instructions.

The hot fix must be applied only after the known issue is confirmed by support team. It must be applied by support engineer in order to avoid negative consequences.

Thank you for understanding.

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Re: Update 3 - B&R Console freeze and lag

Post by mcartwright » Mar 29, 2018 7:13 pm

I am seeing this issue as well Case# [ID# 02687454] Console slow to response
I initially saw this thread and called support for the hot fix. Support did not know of any hotfix, rather suggested a KB article from 3 years ago.
https://www.veeam.com/kb1995. This post suggest it could be a time consuming effort. Not a lot of time to keep our backup server down.
What's the correct resolution? Thanks

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Re: Update 3 - B&R Console freeze and lag

Post by foggy » Mar 30, 2018 12:01 pm

You can refer support engineer to this thread or ask for the case escalation to get the hotfix (provided you're experiencing the same issue). Thanks.

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Re: Update 3 - B&R Console freeze and lag

Post by tdewin » Mar 30, 2018 12:24 pm

When you open the case, you can also refer to case #02454438 posted by one of the users; he replied in this thread that he got the fix so should be easy for the support engineers to refer to

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Re: Update 3 - B&R Console freeze and lag

Post by omegagx » Apr 03, 2018 6:52 pm

Will there be a new KB article created on this issue to make customers aware and to decrease the support time? This should be documented.
foggy wrote:You can refer support engineer to this thread or ask for the case escalation to get the hotfix (provided you're experiencing the same issue). Thanks.

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Re: Update 3 - B&R Console freeze and lag

Post by foggy » Apr 04, 2018 3:24 pm

I will check. Normally they do create KB articles for the most common support issues.

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Re: Update 3 - B&R Console freeze and lag

Post by omegagx » Apr 05, 2018 3:31 pm

Scenario 1:
Customer experiencing an issue with Veeam, such as the one above (B&R freeze). Customer searches the Veeam knowledge base looking for this issue. Customer doesn't find anything and calls support. Support says they don't know of this issue and sends customer on a wild goose chase (see what happened to mcartwright above). Customer posts on the forum and someone tells him to refer the support engineer to this thread. Customer calls support back and is finally provided with a hotfix a few days after starting to experience the issue.

Scenario 2.
Customer searches the knowledge base and finds the exact article describing the issue. KB article says to contact support to get hotfix #XYZ. Customer calls support, mentions the KB article and is provided with a hotfix after verifying the issue. Issue solved the same day.

I see scenario 1 occur over and over here instead of scenario 2. Here's another thread with an exact same scenario for a different issue. https://forums.veeam.com/post277367.html#p277367
Why not document the issues as they happen and make life easier for users?

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