Veeam 12.0 to 12.1 Upgrade fails

[robrien]

Hi everyone,

All of our clients were running VBR 11, so in November, we upgraded every client to 12.0. Now trying to upgrade to 12.1 I'm running into a problem.

When I try to upgrade, I run the setup file. I have done this by mounting an ISO and running setup as by opening the file, and I have tried running it as administrator. At that point, I copied the files to a HDD, and attempted to run setup from there. When I run setup, the setup wizard screen comes up. When I click Upgrade, I get the message:

An error has occurred: The system cannot open the device or file specified.

I cannot get to the next screen to select components. This is happening on the three servers I've attempted to upgrade, two running Server 2012 R2, and one running Server 2016.

Which logs should I upload to Veeam support?


Veeam case ID 07087902

[PetrM]

Hi Rob and Welcome to Veeam R&D Forums!

It would be best to ask your support engineer about it but I think you can upload the following:
%ProgramData%\Veeam\Setup\Temp - installation and setup logs
%UserProfile%\AppData\Local\Veeam\Backup - user specific and console logs
%ProgramData%\Veeam\Backup - jobs and components logs

I recommend working with the support team to find out the root cause of the issue. I doubt that you would find any useful information related to your specific case on our forums, we cannot troubleshoot the technical issues effectively over forum posts without debug logs analysis and remote access.

Thanks!

[robrien]

Thank you for the reply PetrM. This morning, I was contacted by support. The path for the log requested by support does not exist. Now, I want to know about the log locations so I can look at the logs myself. The VeeamInstallerSvcSetup log has not been modified since 11/22/2023, when Veeam 12.0 was installed.

The setup wizard is not getting to the second screen, where the components are selected. As far as I can tell, after the components are selected and the install starts, then the logs start. I cannot find a log that starts when launching the setup file.

[PetrM]

Hi Rob,

You may request an escalation of your support request for more precise analysis, all issues related to setup or upgrade operations are usually the most difficult ones from troubleshooting perspective. At the moment, you can upload logs that I mentioned above.

Thanks!

[robrien]

Hi PetrM,

Can I book a session with a support engineer?

I'm waiting for a reply from last Thursday. Escalating it triggered an auto-generated email.
 
Thanks

[PetrM]

Hi Rob,

Ok, I'll ask the support team to contact you.

Thanks!

[robrien]

Hi PetrM,

Thank you so much! The team got in contact with me quickly.

[Sebastien D.]

Hi Rob,

I have the same error on upgrade VBR 11 to 12.1
Can you tell me what was the solution for you ?

thank you

[david.domask]

Hi Sebastien D., welcome to the forums.

The previous case closed with a fairly environmentally specific issue, so it's best to Open a Support Case and let Veeam Support check the setup logs and gather some information on the environment. When creating the case, please navigate to %programdata%/Veeam/Setup on the Veeam Backup and Replication Server itself and archive the "Temp" folder, and add that to the case. Please also share details with Support on your current version of Veeam as well.

Share the case number here once created.

Thanks!

[Sebastien D.]

Hi David,

Here is the case number opened on 2024-07-01 10:03:51 UTC : 07322370

We already had send the %programdata%/Veeam/Setup/temp/ directory, but it contains no recent file (last in october 2023)...
The error happen immediately after clic on Upgrade so there is still no log...

thanks

[david.domask]

Hi Sebastien, thank you for sharing the case number. Will monitor, and understood on your comment -- let's give Support a moment to determine an action plan, and they should update you soon on how they want to address this.

[mraybone]

Hello, what was the resolution to this? I'm getting the same thing upgrading a minor revision in v12.1
Cheers,
Mark

[mraybone]

I tried to use the patch installer instead of the ISO and it gets part way through and fails with "Cannot create backup of the installer database". Any ideas before I raise a ticket?

EDIT: After clicking OK on the error it is still powering on with the upgrade so