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zoltank
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Veeam needs a better knowledge base

Post by zoltank » 3 people like this post

The short of it is, I think Veeam really needs to expand their knowledge base on their site.

There are a lot of fixes, explanations of warnings and errors, and procedures for fixing common problems which are found in the forums but have no articles on the knowledge base. It really wouldn't be all that hard to just take the content on the forums as it develops and throw it into KB articles.

I've also dealt with support a couple times where the issue was something they've already seen plenty of times before and had a quick fix for, but the issue and fix wasn't available in a KB article.

Veeam, please, please, please put some effort into your knowledge base. Doing so will reduce the number of support calls you need to deal with, and will make supporting your (excellent) product much easier.
Ben Milligan
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Re: Veeam needs a better knowledge base

Post by Ben Milligan » 3 people like this post

Hi Zoltank!

We really appreciate the feedback! We are always looking to improve our knowledge base with good content to help our customers. Is there anything of recent you've experienced that was not available in the Knowledge Base?

Here are the more recent additions to the Knowledge Base:
How to merge product licenses http://www.veeam.com/kb1718
Hyper-V CBT, Job shows warning "Failed to flush change tracking data" http://www.veeam.com/kb1719
Limitation on number of EDBs mounted in Veeam Explorer for Exchange http://www.veeam.com/kb1720
All Veeam services stop at the same time everyday http://www.veeam.com/kb1721
Event ID 10378 in the Operations Manager Event Log on Collector http://www.veeam.com/kb1723
Not getting hardware sensor alerts in a timely manner http://www.veeam.com/kb1724
Blank "Scope (Backup)" window in VM Backup Status report http://www.veeam.com/kb1725
A required privilege is not held by the client http://www.veeam.com/kb1726
How to forcibly stop jobs that are stuck in ?stopping? status http://www.veeam.com/kb1727
VM is being processed in enCrash / crash consistent mode, Hyper-V 2012 http://www.veeam.com/kb1728
How to Manually Delete/Move Veeam Backup & Replication Backup Files http://www.veeam.com/kb1729
Configuring Veeam Backup Cloud Edition with HP Cloud http://www.veeam.com/kb1730
Veeam ONE v6 Required Ports and Permissions http://www.veeam.com/kb1731
Granular Permissions for Veeam Backup 6.5 http://www.veeam.com/kb1733
Veeam Backup & Replication - HP San Setup Guide http://www.veeam.com/kb1734
The specified network name is no longer available http://www.veeam.com/kb1735
Event pre-filtering causes high vCenter Database load http://www.veeam.com/kb1736
Slow backup perfomance in HOTADD (virtual appliance) mode http://www.veeam.com/kb1739
How To Upload Veeam Backup & Replication Logs http://www.veeam.com/kb1740
Bad file descriptor error message on Linux repository with mounted NFS http://www.veeam.com/kb1741
Error ?Unexpected VHD Feature Mask ?6?? on Hyper-V backup or replication job http://www.veeam.com/kb1742
Tips for DAG Exchange Backup and Replication in vSphere http://www.veeam.com/kb1744
Slow Backup operations on a De-dupe device http://www.veeam.com/kb1745
As mentioned if you have a specific problem in mind, do not hesitate to let us/me know! We'll also be combing through the forums in the mean time to insure this is the case when appropriate.

Thanks! :D
zoltank
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Re: Veeam needs a better knowledge base

Post by zoltank » 1 person likes this post

Just in the last two days:
- When the IP address of the Veeam server is changed it breaks the NFS datastore used by SureBackup. The fix was to unmount the datastore and then either manually recreate the datastore, or recreate the virtual lab which in turn recreates the datastore. This is an issue support was aware of but I still couldn't find a KB article.
- When you use application aware image processing on an Exchange 2010 mailbox server and set it not to truncate logs then you might see 9782 errors in the application log which it appears can be safely ignored.

It's has happened plenty of other times as well that I'll find an answer to the problem searching through the forums, and find nothing regarding it in the KB.
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Re: Veeam needs a better knowledge base

Post by Ben Milligan »

Thank you! We'll look into these for sure and update the thread.
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Re: Veeam needs a better knowledge base

Post by averylarry »

Wait -- there's a knowledgebase?


;-)
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Re: Veeam needs a better knowledge base

Post by dellock6 » 1 person likes this post

averylarry wrote:Wait -- there's a knowledgebase?


;-)
Yes, these forums :D

Luca.
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Re: Veeam needs a better knowledge base

Post by omegagx » 1 person likes this post

zoltank is totally on point, even though his post dates back to 2013. Looks like the situation hasn't really improved in the last 5 years much. Here are the forum threads that resulted in hotfixes that don't have documentation yet, so the users have to call in to support, go through the same motions and sometimes support doesn't even know about these issues:

https://forums.veeam.com/veeam-backup-r ... 90-15.html
https://forums.veeam.com/veeam-backup-r ... 86-30.html
https://forums.veeam.com/veeam-backup-r ... 47591.html
https://forums.veeam.com/veeam-backup-r ... 46-30.html
https://forums.veeam.com/veeam-backup-r ... 48016.html

Can you please nudge the documentation team to create a KB article for each of these issues to avoid duplicate forum posts and frantic search for answers when backups are failing?
zoltank wrote:The short of it is, I think Veeam really needs to expand their knowledge base on their site.

There are a lot of fixes, explanations of warnings and errors, and procedures for fixing common problems which are found in the forums but have no articles on the knowledge base. It really wouldn't be all that hard to just take the content on the forums as it develops and throw it into KB articles.

I've also dealt with support a couple times where the issue was something they've already seen plenty of times before and had a quick fix for, but the issue and fix wasn't available in a KB article.

Veeam, please, please, please put some effort into your knowledge base. Doing so will reduce the number of support calls you need to deal with, and will make supporting your (excellent) product much easier.
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Re: Veeam needs a better knowledge base

Post by foggy » 1 person likes this post

Michael, I’ve passed your feedback to support team members responsible for KB. Thanks!
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Re: Veeam needs a better knowledge base

Post by omegagx »

Did you hear back from them? I don't see any new KBs on these issues created.
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Re: Veeam needs a better knowledge base

Post by L33T » 1 person likes this post

I do hope they take this on-board, surely it would save them quite a few tickets also freeing up for other matters ;)
foggy
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Re: Veeam needs a better knowledge base

Post by foggy » 1 person likes this post

Yes, I've discussed it with them and they do plan for some process to ensure such issues are covered by the KB articles.
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Re: Veeam needs a better knowledge base

Post by omegagx »

Is there a timeline for this process to be implemented?
Thanks.
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Re: Veeam needs a better knowledge base

Post by foggy »

Some internal processes have already been adjusted for that.
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Re: Veeam needs a better knowledge base

Post by Unreliably-Recurring »

Another example: when viewing a Job's log, pressing the left & right arrow keys changes the window to showing the job's preceding/next log entries.
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Re: Veeam needs a better knowledge base

Post by Gostev »

I actually disagree this would be something for a KB article. Rather, this is purely User's Guide type content for the page describing this form.
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Re: Veeam needs a better knowledge base

Post by Unreliably-Recurring »

Then why is the similarly-obscure info in KB2110, "Enable SQL Database exclusions from application-aware image processing" qualify as KB content (also out-of-date, btw), and not User's Guide type content for backup job settings, or even get a reference in the "User Guide for VMware vSphere" or "Veeam Agent Management Guide"?
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Re: Veeam needs a better knowledge base

Post by foggy »

Could you please clarify why do you find this KB obscure and out-of-date?
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Re: Veeam needs a better knowledge base

Post by aich365 »

It may also be helpful if it could be broken down for different components when searching
e.g. Veeam B&R , Office365, to remove non relevant articles and reduce data returned
And maybe have the option to select KBs from the drop down
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Re: Veeam needs a better knowledge base

Post by omegagx »

It doesn't look like knowledge base articles were created yet for any of the following issues even though they resulted in hotfixes and affected a large number of customers. In fact, I can't find any documentation of these issues outside of the forums.

1) https://forums.veeam.com/veeam-backup-r ... 90-15.html

2) https://forums.veeam.com/veeam-backup-r ... 86-30.html

3) https://forums.veeam.com/veeam-backup-r ... 47591.html

4) https://forums.veeam.com/veeam-backup-r ... 46-30.html

5) https://forums.veeam.com/veeam-backup-r ... 48016.html

Any idea when the KB articles for these might be created?

Thanks a lot.
foggy wrote:Some internal processes have already been adjusted for that.
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Re: Veeam needs a better knowledge base

Post by Unreliably-Recurring »

foggy wrote:Could you please clarify why do you find this KB obscure and out-of-date?
Yeah; that was a weird way for me to put it.
The KB article itself isn't obscure; the cause for it is.

- Setting database exclusions would be better available as an option after VM/Agent selection (would require discovery of what is installed); not hidden in an entirely separate area far away that only becomes available upon the creation of some registry value.
- None of these User Guide sections acknowledge that KB article (, and the article doesn't refer to any User Guide):
-- User Guide for VMware vSphere - Application-Aware Processing: https://helpcenter.veeam.com/docs/backu ... tml?ver=95
-- User Guide for VMware vSphere - Transaction Log Settings: Microsoft SQL Server: https://helpcenter.veeam.com/docs/backu ... tml?ver=95
-- Backup and Restore of SQL Server Databases - Application-Aware Processing: https://helpcenter.veeam.com/docs/backu ... tml?ver=95
-- Backup and Restore of SQL Server Databases - Transaction Log Handling: https://helpcenter.veeam.com/docs/backu ... tml?ver=95

The Database Exclusions doesn't do any validation.

Which is higher in the order of precedence? Job Application-Aware Processing and Transaction Log Settings, or Database Exclusions?

The KB is out-of-date merely because the article says covers 9.x, but the image of the button isn't from the 9.x GUI. (But that's really just a nit, I guess.)
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Re: Veeam needs a better knowledge base

Post by omegagx »

Any updates on my question, one comment above? I didn't see any KB articles for any of those hotfixes yet.
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