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rustiferch
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USB Rotated Backups: "Error: Full backup not found"

Post by rustiferch » Sep 04, 2019 11:39 pm

I have rotated usb backups configured but every week or so the backup start failing with the error message "Error: Full backup not found"
I have the "rotated backups" tick box enabled on the repository so I'm unsure why it fails.
To work around this issue I have been recreating the backup job which then works for about a week and then the same issue occurs.

Any idea what may be the issue? I am on 9.5u4b.

Gostev
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Re: USB Rotated Backups: "Error: Full backup not found"

Post by Gostev » Sep 05, 2019 12:18 am

Hello! Please include support case ID for this issue, as requested when you click New Topic. Otherwise, this topic will be removed by moderators. Thanks!

rustiferch
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Re: USB Rotated Backups: "Error: Full backup not found"

Post by rustiferch » Sep 05, 2019 1:24 am

I would love to generate a support case ID but the 'generate a support case ID' page on Veeam's website states I need a 'Support ID' and that I can find this in "Help > License Information" in my installation. This 'Support ID' doesn't exist so I can't generate a Case ID.

veremin
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Re: USB Rotated Backups: "Error: Full backup not found"

Post by veremin » Sep 05, 2019 1:48 pm

Are you using Community Edition, by any chance? If so, be aware that in this case there is no support Id, and the support is provided on best effort basis. However, you should still be able to reach our support team via the Customer Support Portal. Thanks!

rustiferch
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Re: USB Rotated Backups: "Error: Full backup not found"

Post by rustiferch » Sep 09, 2019 12:11 am 1 person likes this post

Case Number is 03754303
I ended up having to call the support team as my account is attached to multiple client installs of Veeam (some licensed) and therefore the support case form forcibly showed an support ID was required. The phone support team were reluctant to raise a case for me but in the end they were very helpful.

rustiferch
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Re: USB Rotated Backups: "Error: Full backup not found"

Post by rustiferch » Sep 12, 2019 4:32 am

Hi All,
Has anyone got any advice with this one? I've been told that the case has been closed by the support team and to continue the conversation/support via this thread instead.

Gostev
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Re: USB Rotated Backups: "Error: Full backup not found"

Post by Gostev » Sep 12, 2019 12:55 pm

Hello!

I see from the support case that you're using a free product, for which support is provided on best effort basis, based on support staff availability. So, your best bet to get assistance with this issue is to keep re-opening the case until support staff is available to take it.

As explained when you click New Topic, this is not a support forum, and the team behind it is unable to troubleshoot complex technical issues via forum posts.

Thanks!

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