BugFix Veeam Service Provider Updates fail-safe through VSPC

[ManuelS]

Dear Veeam Team,

I'm not entirely sure which category Veeam Service Provider bugs belong to, but according to Veeam Support I was asked to post this issue here.

I have identified a serious problem.

Recently, I updated several Veeam Agents via the Service Provider Console (SPC). I selected all customers and initiated the update. About a month later, I noticed that some customers were no longer visible in the console — and therefore had no backups running anymore.

Because I don’t have access to every customer environment individually and I also don’t keep a separate manual list of all tenants, it was extremely difficult to find out who had disappeared.

The root cause was that the agent update failed silently and had to be performed manually. The reason for the update failure is still under investigation, but in this case it doesn’t really matter.
The critical point is that the console provided absolutely no indication that the update failed — customers simply disappeared.

This must not happen under any circumstances.

There needs to be a clear and unmistakable notification in the console (ideally prominently marked, e.g., in red) whenever an update fails or a managed system becomes unreachable or unregistered. Administrators must be made aware that something requires attention.

This isn't a feature request — it is an essential requirement and, in my opinion, a critical bug that needs to be fixed.

Additionally, this issue likely does not only affect Veeam Agents. Such fail-safe mechanisms and visibility must be implemented across all managed products in the Service Provider Console.
It is impossible to manually verify after every update whether any customers have disappeared.

I urgently request that this be addressed and implemented.

Thank you very much.
Manuel

[edh]

Did you opened ticket and escalated to RnD? We upgraded near 1k agent, and we see from customers with pending reboots, agents not installed smoothly etc... The main issue comes when Veem managent Agent is not upgraded properly and left the Veeam Agent to free mode without agent after several days without contact with the VSPC. Also in the last VSPC some version become not usable due outage of the client versions...

[ManuelS]

Hi, yes, I opened a ticket and the issue was confirmed. The Veeam agent simply didn’t reinstall itself anymore — we don’t know why. It had to be reinstalled manually.
Ticket no. 07887222
It’s probably an issue that only I have once again, but still, there has to be some way to see when clients fail to reinstall themselves — it can always happen.