Challenge

Cause

Please confirm you are running version 9.5.0.580, 9.5.0.711, 9.5.0.802, 9.5.0.823, 9.5.0.1038 or 9.5.0.1335 prior to installing this update. You can check this under Help | About in Veeam Backup & Replication console. After upgrading, your build will be version 9.5.0.1536.
To upgrade from older versions of the product, download the full ISO image and consult the user guide's upgrade section.

If you use Veeam ONE to monitor Veeam Backup & Replication or Veeam Cloud Connect, be sure to install Update 3 for Veeam ONE 9.5 first.
If you are a tenant of a cloud provider, please contact your provider before upgrading to ensure the provider has applied Update 3 on their end.

Providers can be on either 9.5.0.1335 (RTM) or 9.5.0.1536 (GA).

Solution

• Maintain complete control of data protection for ALL your virtual, physical and cloud workloads by managing both hypervisor-based and agent-based backups natively through the Veeam Backup & Replication console.
• Ensure no Windows or Linux computers are left unprotected by centrally deploying Veeam agents with automated host discovery via dynamic protection groups based on Active Directory containers, or CSV files exported from your existing CMDB system.
• Protect Microsoft Windows Server Failover Clusters, such as SQL Server failover clusters and SQL Server AlwaysOn Availability Groups, with new agent-based failover cluster backup jobs – and transparently restore guest files and application items from cluster backups.

• Microsoft Azure. Direct Restore to Microsoft Azure functionality has been updated to support 4TB virtual disks, Azure Germany and Azure China.
• Microsoft SQL Server 2017 support for application-aware processing on Windows-based virtual machines, including transaction log backup and point-in-time restores; and as a backend configuration database for the Veeam Backup & Replication itself.
• Microsoft Windows 10 Fall Creators Update support as guest virtual machines, and for installation of Veeam Backup & Replication and all of its components.
• Microsoft Windows Server 1709 support as guest virtual machines, and for installation of Veeam Backup & Replication remote components.
• Microsoft Windows Server Hyper-V 1709 support as a hypervisor host, including support for virtual hardware version 8.2 virtual machines.
• VMware Cloud on Amazon AWS support allows protecting VMs running in the cloud, and migrate or replicate workloads from on-prem vSphere deployment to VMC (and vice versa).
• VMware vCloud Director 9.0 compatibility.

• Cisco HyperFlex support of deployments with multiple HyperFlex clusters under a single vCenter Server.
• DELL EMC Data Domain integration now supports Data Domain systems running DD OS 6.1
• HPE 3PAR StoreServ integration has been extended to include snapshot-only backup jobs; ability to retain primary storage snapshots created by backup jobs with a different retention policy; and ability to perform backup from storage snapshots from secondary 3PAR array running in Peer Persistence mode.
• Hyperconverged infrastructures (HCI) deployments can now leverage the new option to force the load balancer to use Direct NFS backup proxy located on the same vSphere host with the processed virtual machine, to avoid stressing storage replication network with backup traffic . To enable this functionality, create EnableSameHostDirectNFSMode (DWORD) value under HKEY_LOCAL_MACHINE\SOFTWARE\Veeam\Veeam Backup and Replication registry key on the backup server. The value is used to controls failover behavior when Direct NFS proxies if the proxy on same host is unavailable: 1 allows failover to other Direct NFS proxies, and 2 restricts failover to NBD only.
• LTO-8 support for all tape-related functionality.

• Backup mapping for agent backup files is now supported to enable scenarios such as backup seeding.
• Restore from backup copies. When initiating a restore from local user interface, Veeam Agent for Microsoft Windows and Veeam Agent for Linux will now provide the ability to pick a restore point stored in the secondary repository, should backup files in the primary repository be missing.

• Hyper-V 2016 VMs with non-snapshottable disk such as disks connected via in-guest iSCSI initiator can now be processed by backup and replication jobs, with unsupported disks skipped and their content not included in a backup or replica. If you’d rather prefer the job to fail on such VMs (legacy behavior), create HyperVIgnoreNonSnapshottableDisks (DWORD) value under HKEY_LOCAL_MACHINE\SOFTWARE\Veeam\Veeam Backup and Replication registry key on the backup server and set it to 0.

• New Oracle 12.2 account types support includes Microsoft Windows Group Managed Service Accounts (gMSA) and Microsoft Windows Virtual Accounts.

• VMDK resize operation will no longer result in resetting CBT data for all virtual machine disks, but rather for the resized disk only.
• Non-encrypted NBD transport is again available for vSphere 6.5, significantly improving backup and replication performance comparing to previously forced NBDSSL.

• Backup Copy jobs should no longer copy weekly GFS fulls twice under certain circumstances, and should now correctly extend copy interval when processing active full backups.
• vSphere Web Client plug-in should no longer display "Session expired" errors during its configuration when using vCenter Server Appliance 6.0
• Linux-based backup repository registered under root account should no longer crash when Data Mover crashes for whatever reason.
• Building VM list operation accelerated up to 4 times for Hyper-V jobs configured to use SCVMM tags.
• Reliability enhancements with Hyper-V backups in off-host backups and guest processing logic.
• File-level recovery in the Enterprise Manager should now work more reliably from non-Windows virtual machines, and after source Hyper-V VM was migrated to another host within SCVMM.
• Prefix for temporary storage snapshots created by backup jobs was changed from “Veeam_” to “VeeamAUX_” due to many users using the original prefix in day to day operations, which made Veeam Explorer for Storage Snapshots skip the corresponding snapshots.
• Direct Restore to Microsoft Azure should now tolerate short term Azure connectivity disruptions, uses more firewall friendly port 443 by default, and supports Azure accounts with multiple directories (use AzureDefaultTenantIdGUID registry value to set GUID of the directory to use).
• VeeamZIP retention should now work correctly with all system locales.

More Information

Challenge

Solution

1. Open Cloud Connect Veeam Console
2. Open Cloud Connect view
3. In the inventory pane, click the Replica Resource node, select the necessary hardware plan in the working area and click Edit Hardware Plan on the ribbon or right-click the necessary hardware plan and select Edit Hardware Plan.
4. At the Storage step of the wizard, select existing cloud datastore and choose Edit option.
5. In the Datastore section, click Browse and select a new datastore where you migrated cloud replicas.
6. Save new specified settings and finish the wizard to refresh the information about new cloud datastore for cloud replicas.

Challenge

Cause

Solution

More Information

Challenge

When performing an FLR of a server using Storage Spaces drives are not listed in the Backup Browser.
 
The properties of these disks will appear as Microsoft Storage Space Device.

Cause

Solution

More Information

Challenge

Cause

Solution

Challenge

Product Information: 

Product Family: Infinidat Backup Appliance 
Status: Veeam Ready - Repository
Classification Description: Verified backup storage that supports all Veeam backup and restore features   

Solution

Product Details: 

Model number: IBA B-series 
Number of Drives: 15/240 
Drive type: SSD/NL-SAS 
Firmware version: 1.3.3.1 
Additional support: Any hardware configuration with an equal or greater hardware configuration 
General product family overview: The INFINIDAT Backup Appliance (IBA) is an enterprise grade, high performance, high capacity and highly available backup appliance. 
The IBA maximizes deduplication efficiency through using an innovative inline & variable block size deduplication technology. 
The IBA supports the NFS, CIFS, VTL and OST protocols. 
The IBA support deep integration with VEEAM Backup & Replication software by creating a VEEAM repository on the IBA system and a VEEAM agent that runs inside the IBA process space achieving better backup performance. 

Veeam Details: 

Veeam Build Number: 9.5.0.1536 
Veeam Settings:  

• Repository Type: Linux 
• Deduplication: Yes
• Compression: Optimal 
• Storage Optimization: Local Target 
• Per-VM Backup Files: ON 
• Decompress before storing: ON 
• Align backup file blocks: OFF 

More Information

Company Information: 

Company name: Infinidat
Company overview: INFINIDAT was founded in 2011 by a team of storage industry experts focused on helping customers to eliminate compromises between cost, capacity, functionality and performance when it comes to their storage and backup infrastructure, enabling them to focus more on what makes them competitive. 

Challenge

Product Information: 

Product Family: Scalar Tape Devices 
Status: Veeam Ready - Tape 
Classification Description: Tape device where available hardware features have been tested to work with Veeam.

Solution

Product Details: 

Model number: i3 and i6 
Library firmware version: 150G.GS080
Drive firmware version: HB82; HB83
Driver for tape drive: IBMTap 6.2.6.6
Driver for media changer: IBMTap 6.2.6.6
Additional support: M8 media, multipath 
General product family overview: Scalar libraries are the intelligent choice for archiving applications and long-term data retention. Proactive and automated monitoring and management reduces administration time and service interruptions keeping IT staff focused on key business objectives. With ease of management, industry leading performance, reliability and scalability, it’s easy to see why Quantum is the market share leader in tape backup and automation. 

Veeam Details: 

Veeam Build Number: 9.5.0.1536

More Information

Company Information: 

Company name: Quantum 
Company overview: Quantum is a leading expert in scale-out storage, archive and data protection, providing intelligent solutions for capturing, sharing and preserving digital assets over the entire data lifecycle. We help customers maximize the value of these assets to achieve their goals, whether it’s top movie studios looking to create the next blockbuster, researchers working to accelerate scientific discovery, or small businesses trying to streamline their operations. With a comprehensive portfolio of best-in-class disk, tape and software solutions for physical, virtual and cloud environments, we enable customers to address their most demanding workflow challenges and opportunities.

Challenge

Product Information: 

Product Family: Scalar Tape Devices 
Status: Veeam Ready - Tape 
Classification Description: Tape device where available hardware features have been tested to work with Veeam.

Solution

Product Details: 

Model number: i500 
Library firmware version: 700G.GS013
Drive firmware version: HB80
Driver for tape drive: IBMTap 6.2.6.6
Driver for media changer: IBMTap 6.2.6.6
Additional support: M8 media, multipath 
General product family overview: Scalar libraries are the intelligent choice for archiving applications and long-term data retention. Proactive and automated monitoring and management reduces administration time and service interruptions keeping IT staff focused on key business objectives. With ease of management, industry leading performance, reliability and scalability, it’s easy to see why Quantum is the market share leader in tape backup and automation. 

Veeam Details: 

Veeam Build Number: 9.5.0.1536

More Information

Company Information: 

Company name: Quantum 
Company overview: Quantum is a leading expert in scale-out storage, archive and data protection, providing intelligent solutions for capturing, sharing and preserving digital assets over the entire data lifecycle. We help customers maximize the value of these assets to achieve their goals, whether it’s top movie studios looking to create the next blockbuster, researchers working to accelerate scientific discovery, or small businesses trying to streamline their operations. With a comprehensive portfolio of best-in-class disk, tape and software solutions for physical, virtual and cloud environments, we enable customers to address their most demanding workflow challenges and opportunities.

Challenge

Product Information:

Product Family: Scalar Tape Devices 
Status: Veeam Ready - Tape 
Classification Description: Tape device where available hardware features have been tested to work with Veeam. 

Solution

Product Details:

Model number: i6000 
Library firmware version: 760Q.GS25000
Drive firmware version: H9EC
Driver for tape drive: IBMTap 6.2.6.6 
Driver for media changer: IBMTap 6.2.6.6 
Additional support: M8 media, multipath
General product family overview: Scalar libraries are the intelligent choice for archiving applications and long-term data retention. Proactive and automated monitoring and management reduces administration time and service interruptions keeping IT staff focused on key business objectives. With ease of management, industry leading performance, reliability and scalability, it’s easy to see why Quantum is the market share leader in tape backup and automation. 

Veeam Details: 

Veeam Build Number: 9.5.0.1536

More Information

Company Information: 

Company name: Quantum 
Company overview: Quantum is a leading expert in scale-out storage, archive and data protection, providing intelligent solutions for capturing, sharing and preserving digital assets over the entire data lifecycle. We help customers maximize the value of these assets to achieve their goals, whether it’s top movie studios looking to create the next blockbuster, researchers working to accelerate scientific discovery, or small businesses trying to streamline their operations. With a comprehensive portfolio of best-in-class disk, tape and software solutions for physical, virtual and cloud environments, we enable customers to address their most demanding workflow challenges and opportunities.

Challenge

Product Information: 

Product Family: Dell EMC XtremIO 
Status: Veeam Ready - Repository 
Classification Description: Verified backup storage that supports all Veeam backup and restore features.

Solution

Product Details: 

Model number: X2-S
Number of Drives: 18 
Drive type: 400 GB SSD
Firmware version: 6.0.1
Connection protocol and speed: 16Gb FC
Additional support: Any Dell EMC XtremIO X2-R or X2-S system with an equal or greater hardware configuration. iSCSI connectivity also available. 
General product family overview: The XtremIO Storage Array from Dell EMC is an all-flash system that leverages a scale-out architecture. The system is built via building blocks, called X-Bricks, which are SAN appliances that can be clustered together to grow performance and capacity as required. The Dell EMC XIOS operating system balances data across all solid-state arrays and supports features such as deduplication, compression, and snapshots. The all-flash architecture is viable for use cases including virtual desktop infrastructures (VDI), server environments, or database and analytics workloads. 

Veeam Details: 

Veeam Build Number: 9.5
Veeam Settings:  

• Repository Type: Windows 
• Deduplication: No 
• Compression: Optimal 
• Storage Optimization: Local Target 
• Per-VM Backup Files: No 
• Decompress before storing: No 
• Align backup file blocks: No

More Information

Company Information: 

Company name: Dell EMC 
Company overview: As a member of the Dell Technologies family of businesses, Dell EMC serves a key role in providing the essential infrastructure for organizations to build their digital future, transform IT and protect their most important asset, information. Dell EMC enables our enterprise customers’ IT and digital business transformation through trusted hybrid cloud and big data solutions, built upon a modern data center infrastructure that incorporates industry-leading converged infrastructure, servers, storage and cybersecurity technologies. 

Dell EMC brings together Dell’s and EMC’s respective strong capabilities and complementary portfolios, sales teams and R&D. We seek to become the technology industry’s most trusted advisor, providing capabilities spanning strategy development, consultative services and solution deployment and support to help our customers and partners drive the digital transformation of their businesses.

Challenge

Product Information: 

Product Family: Scalar Tape Devices 
Status: Veeam Ready - Tape 
Classification Description: Tape device where available hardware features have been tested to work with Veeam. 

Solution

Product Details: 

Model number: SuperLoader3 
Library firmware version: V94-0 
Drive firmware version: IBM ULTRIUM-HH8 SAS HB83 
Driver for tape drive: IBMTape 6.2.6.6 
Driver for media changer: Windows unknown media changer 
Additional support: M8 media 
General product family overview: Scalar libraries are the intelligent choice for archiving applications and long-term data retention. Proactive and automated monitoring and management reduces administration time and service interruptions keeping IT staff focused on key business objectives. With ease of management, industry leading performance, reliability and scalability, it’s easy to see why Quantum is the market share leader in tape backup and automation. 

Veeam Details: 

Veeam Build Number: 9.5.0.1536 

More Information

Company Information: 

Company name: Quantum 
Company overview: Quantum is a leading expert in scale-out storage, archive and data protection, providing intelligent solutions for capturing, sharing and preserving digital assets over the entire data lifecycle. We help customers maximize the value of these assets to achieve their goals, whether it’s top movie studios looking to create the next blockbuster, researchers working to accelerate scientific discovery, or small businesses trying to streamline their operations. With a comprehensive portfolio of best-in-class disk, tape and software solutions for physical, virtual and cloud environments, we enable customers to address their most demanding workflow challenges and opportunities. 

Challenge

Product Information: 

Product Family: JetStore X Series 
Status: Veeam Ready – Repository 
Classification Description: Verified backup storage that supports all Veeam backup and restore features 

Solution

Product Details: 

Model number: 826iXD 
Number of Drives: 26 
Drive type: SAS SSD 
Firmware version: 1.2.2 
Connection protocol and speed: 10GB iSCSI 
Additional support: All models and configurations of JetStor X series with equal or above the one outlined above 
General product family overview: AC&NC / JetStor X series is the high performance, simple, secure, and scalable SAN storage systems for Enterprise and SMB. It is an ideal solution to the applications of mission critical data center, virtualization integration, media and entertainment, or large scale surveillance; and also Backup and disaster recovery in enterprise, SMB or ROBO (Remote Office/Branch Office) deployments. 
 
Our JetStor storage platforms integrate the fastest connectivity, architectures, and processors with proven durability, plug’n play ease, and functionality like deduplication and tiering.  JetStor Storage arrays offer a selection of SAN (Fibre channel or iSCSI) or NAS connectivity with multiple host ports for parallel-path performance or clustered environments.  JetStor provides all-flash arrays for maximum I/O applications, SAS and SATA systems for economical storage, and hybrid systems. Whether for file, block, or unified storage, JetStor solutions are engineered for scalability and uncompromising performance. 

Veeam Details: 

Veeam Build Number: 9.5 
Veeam Settings:  

• Repository Type: Windows 
• Deduplication: Yes 
• Compression: Optimal 
• Storage Optimization: Local Target  
• Per-VM Backup Files: No 
• Decompress before storing: No 
• Align backup file blocks: No 

More Information

Company Information: 

Company name: AC&NC / JetStor 
Company overview: AC&NC™ / JetStor meets the evolving needs for data storage, protection, and management. JetStor leverages leading technologies to offer high-value solutions for NAS, SANs, clouds, and hyper-converged infrastructures (HCIs).  Since 1994, our customers have spanned virtually every industry, and range from Fortune 500 enterprises to small and medium-sized firms.  JetStore supports environments from data centers and clouds to branch offices and remote sites. 

AC&NC provides individual components, custom builds solutions or delivers infrastructure as a service.  AC&NC can supply purpose-built storage appliances or entire racks and stacks, including storage, servers, switches, and software. www.acnc.com 

Challenge

Product Information: 

Product Family: HybridStor 
Status: Veeam Ready – Repository 
Classification Description: Verified backup storage that supports all Veeam backup and restore features. 

Solution

Product Details: 

Model number: HS-SMB-24 
Number of Drives: 8 
Drive type: 4TB SAS 
Firmware version: 2.3.108 and newer. Note the HybridStor HS-SMB-24 maximum file size is 16TB with this firmware version. VMs larger than 16TB (or ~28TB if compression is enabled) may exceed this limit. 
Connection protocol and speed: 10 GbE 
General product family overview:  
HS-SMB-24 
24TB up to 64TB 
8 x 4TB (RAID 6) 
2 x 10GbE ports 
2 x 1GbE ports 
1 x IPMI ports 

Veeam Details: 

Veeam Build Number: 9.5.0.1360 
Veeam Settings:  

• Repository Type: Shared Folder 
• Deduplication: No 
• Compression: No 
• Storage Optimization: Local target 
• Per-VM Backup Files: Yes 
• Decompress before storing: No 
• Align backup file blocks: No 

More Information

Company Information: 

Company name: Neverfail 
Company overview: Neverfail is at the forefront of business continuity and disaster recovery solutions that protect businesses from the devastating effects of downtime and data loss. With a unique approach to BC/DR, we enable IT to meet SLAs for every application tier and recovery profile - ensuring that organizations never under-protect or over-pay for data protection again. 

Challenge

When trying to add a Linux server to the Veeam Backup & Replication console, you get the following error:

Failed to login to "xxx.xx.xx.x" by SSH, port 22, user "root"
elevateToRoot False, autoSudo False
User authentication failed

However, it is possible to log on to this server with the same credentials using an SSH client.

Cause

The configuration of your SSH server does not allow using tunnelled clear text passwords.

Solution

1. Open the SSHD config file (usually, /etc/ssh/sshd_config) on the Linux server.

2. Find the PasswordAuthentication parameter and set its value to “yes”.

3. Restart SSHD on the Linux server (usually, /etc/init.d/sshd restart).

4. Try adding the server to the console again.

More Information

Challenge

This KB article was created to document how to create a case with Veeam Support via the customer portal.

Note:  In order to create a support case for Veeam Endpoint Backup, open the application and choose "Support" tab. 

In order to open a new case you must be designated as a Case Administrator. For more information on how to setup Case Administrators review  https://www.veeam.com/kb2211 .

Solution

Any information you can provide regarding the issue you are experiencing could have a significant impact on how fast the issue is diagnosed and resolved. You will be asked to provide the following information:

• Issue description, impact on your system and business operations, issue severity, and the exact text of error messages and diagnostic details.
• Steps to reproduce the problem, known workarounds
• Contact number where you can be reached
• Best time to reach you, and contact method (i.e. email/phone)

1. Go to https://my.veeam.com  (or directly to our customer portal  https://my.veeam.com/#/open-case/step-1 )
2. Enter your credentials and click Sign In

3. Click on "Open Case" button in the menu on the left side.
4. On the right side of the page you need to fill in all the required details. Please remember to include the exact error message that is occurring. Screenshots inclusion can often help expedite resolution.

5. After clicking "Next" you will be taken to a page listing several KB articles that may be related to your issue. You may want to save them, but anyway, please click "Next" again.
6. On the next page you will be asked to add attachments to your case. It is on this page that you will attach the logs related to the issue, and any screenshots you have gathered.

   If the log package is large there will be an upload completion percentage listed in the status of the browser.
   

7. On the last page of case creation you will have an opportunity to review all details provided and provide specific contact details.

After you have created a case you will be contacted within the time set forth in the SLA agreement for the severity you specified.



To view your Production Licenses are discover what email is assigned as the License Administrator please click here: https://my.veeam.com/#/licenses/production

More Information

Challenge

If you are a Cloud Provider gathering logs from your infrastructure please see:  https://www.veeam.com/kb2096

This article covers how to properly compile your logs in Veeam Backup & Replication v8.x and v9.x, as well as what to include when submitting a Support case for technical assistance.
 

Solution

The following animation demonstrates how to compile logs in Veeam Backup & Replication.

1. To compile your logs via the log compilation wizard, click the blue Menu button in the top left-hand corner of the gui and go to Help -> Support Information in the Veeam Backup & Replication console. 
2. This wizard will allow you various methods to compile logging. For Backup, Replication, and other jobs, select “export logs for this job.” If multiple jobs are affected, you can multiple-select. For problems with restore or replica failover, you should select “Export logs for this VM” and choose the  production VM  that was backed up or replicated. For issues with the GUI or problems that don’t fall into any of the above categories, select “Export all logs for selected components” and choose “This server.”
3. If possible, compile the logging for each job with issues for at least the last week.
4. You may save these logs to any location. Ensure that the location referenced has free space for compilation. Using the "Prepare logs package for technical support" checkbox will result in this wizard producing a .zip archive.
5. When selecting "Next", the wizard will notify of its progress in the compilation process. Please attach these to your case, or in the event that the total attachment size is under 3.5MB, you may attach via email reply. If none of these options for upload are working, please notify Veeam Support and an engineer will provide FTP credentials for the case.

Below is an animation demonstrating how to upload logs to the Veeam Support FTP.

Note: Please use the FTP account provided to you by the engineer for your case. When submitting logging data for analysis by request of an engineer, ensure that the case is replied to when the log submission has completed. In this reply, please include the names of any tasks and associated VMs with issues.



Note: SFTP is now supported when uploading to supportftp2, please place files in the \upload\ folder.

More Information

Below are the relative log path lists for Veeam Backup & Replication. If there are difficulties compiling the logging requested via the wizard-based instructions above, please obtain the files from the appropriate directory below and provide Veeam Support a .zip file copy. 

• Windows 2003, XP – C:\Documents and Settings\All Users\Application Data\Veeam\Backup\

• Windows Vista, 7 - C:\Users\All Users\Veeam\Backup\

• Windows 2008/2008 R2/2012 - C:\ProgramData\Veeam\Backup\

• Linux - /var/log/VeeamBackup/

Typical log files requested for a manual log compilation will be:

• The task's folder located in the parent directory, zipped. This will contain all relevant job/task/agent data.

• All logs from the parent directory named svc.*.log, util.*.log, as well as the VeeamBackupManager.log and VeeamShell.log

Challenge

When submitting a support case for technical assistance, it is sometimes necessary to upload relevant Windows event logs in addition to the Veeam logs. Event logs exported using default settings can be missing important information. This article describes three different methods of exporting Windows event logs and which logs tend to be most useful for certain types of support cases. 

Solution

Below are the three common methods a Veeam Support Engineer may request you gather event logs for them. If they have specified a specific method, please use the requested method.

1. Export EVTX with Display Information (MetaData)
2. Export as CSV
3. Collect entire log folder from Windows.

Click here to see what logs should be collected for common issues.

Method 1: Export EVTX with Display Information (MetaData)

An .evtx file alone does not contain the text of most events, so uploading an .evtx file without the associated Display Information can delay resolution of your support case. Even with the display information, an .evtx contains only the UTC time of the events and not the source time zone (Event viewer adjusts the displayed time to your local time zone).

Steps to Export .evtx with Display Information

1. Open Event Viewer (eventvwr.msc).
2. Locate the log to be exported in the left-hand column.
3. Right-click the name of the log and select Save All Events As…
4. Enter a file name that includes the log type and the server it was exported from.
   For example, when exporting the Application event log from server named HV01, enter Application_HV01.
5. In Save as type , select Event Files .
6. Include display information.

   
   

7. Be sure to include the LocaleMetaData folder when packaging logs for upload.

Please package all files into a single .zip archive. For information on uploading files to Support, see: Steps to Compile Logs

To export and then archive an event log from the command line, see: Archive an Event Log

Method 2: Export as CSV

1. Open Event Viewer (eventvwr.msc).
2. Locate the log to be exported in the left-hand column.
3. Right-click the name of the log and select Save All Events As…
4. Enter a file name that includes the log type and the server it was exported from.

   For example, when exporting the Application event log from server named HV01, enter Application_HV01.

5. In Save as type , select CSV (Comma Separated) .

Please package all files into a single .zip archive. For information on uploading files to Support, see: Steps to Compile Logs

To export and then archive an event log from the command line, see: Archive an Event Log

Method 3: Collect entire log folder from Windows.

1. Navigate to C:\Windows\System32\winevt\Logs
2. Archive (ZIP\7z\RAR) the entire contents of the Logs folder.

Please package all files into a single .zip archive. For information on uploading files to Support, see: Steps to Compile Logs

To export and then archive an event log from the command line, see: Archive an Event Log

Which Logs to Export

Veeam Support will request logs as needed, but you can speed up resolution of a new case by checking to see if it falls into one of the categories below and uploading appropriate event logs during case creation.

• For Hyper-V Snapshot (Shadow Copy) Failures
  • Export the following event logs from the standalone Hyper-V host or from all cluster nodes:
    • Windows Logs > System
    • Windows Logs > Application
    • Applications and Services Logs>Microsoft>Hyper-V-VMMS>Admin
      
  • If Application-Aware Image Processing is enabled in the Backup or Replication job settings, test whether the failure occurs with that setting disabled.
  • If the problem occurs only when Application-Aware is enabled, export the Hyper-V-Integration log from the Hyper-V host managing the VM, then see Guest Processing Issues below.
    • Applications and Services Logs>Microsoft>Hyper-V-Integration>Admin
      
• For Guest Processing Issues
  Note: For “Guest Processing Skipped” see KB1855.
  • Common examples include failure to truncate Exchange or SQL transaction logs, “VSSControl” error codes, and unexpected behavior occuring with the VM guest OS during backup.
  • Export these logs from the affected VM guest OS:
    • Windows Logs > System
    • Windows Logs > Application
  • You will typically also want to collect the Veeam VSS logs from the VM – see KB1789.
• For Problems with Backup Infrastructure Servers
  • In all scenarios below, export the following from the appropriate server. When in doubt, export from the Veeam Backup server:
    • Windows Logs > System
    • Windows Logs > Application
  • If the error message is:
    • "task failed unexpectedly” - Export events from the Veeam Backup server.
    • referring to backup files on a Windows server - Export events from the repository server.
    • referring to backup files on a CIFS/SMB share - Export events from the gateway server, or from the Veeam Backup server and all proxies if no gateway was specified in the repository settings.

Challenge

Need to locate VSS and VIX log files for troubleshooting purposes.

Cause

While investigating an issue related to Application Aware Processing or Indexing additional logs must be gathered manually from the Guest OS for the VM that is failing to backup.

These logs are NOT automatically captured by the Support Wizard, they must be manually collected.

Solution

Note: If Application-Aware Image Processing was disabled during internal troubleshooting please enable Application-Aware Image Processing and run the job again to update the log files within the Guest OS.

Collecting logs from within Guest OS

The following actions are to be performed within the Guest OS of the VM that is being investigated. Please note that no Veeam Backup and Replication task should be running against the guest in question during this collection process. This will interfere with the accuracy of the information.

1. Navigate to the following directory:
   • Windows Server 2003: %allusersprofile%\Application Data\Veeam\Backup
   • Windows Server 2008 and up: %programdata%\Veeam\Backup 

2. Collect files matching the following Syntax:
   • VeeamGuestHelper_ddmmyyyy
   • VeeamVixProxy_ddmmyy
3. Open an elevated command prompt and run the following commands:

   vssadmin list writers > C:\vsswriters.txt
   vssadmin list providers > C:\vssproviders.txt
   vssadmin list shadows > C:\vssshadows.txt
   vssadmin list shadowstorage > C:\vssshadowstorage.txt

4. Hyper-V Cases: Export Windows Event Logs from Guest as shown here: http://www.veeam.com/kb1873.
5. Collect the logs from steps 2-4, bundle them in a compressed file, and submit them.

The logs can be submitted by:

• Email (smaller than 3MB)
• Customer Support Portal (support.veeam.com)
• FTP (Provided by support engineer, remember to send email after upload.)

More Information

• VeeamVssSupport_ddmmyyyy

Challenge

Solution

1. Open Microsoft SQL Server Management Studio (May need to be installed separately)
2. Connect to the "ServerName\Instance" of the server that has the DB you want backed up.  
3. Expand the Databases tab to get to the DB you want to back up.  
4. Right click the desired DB --> Tasks --> Back Up...
5. Set "Backup Type" to "Full"
6. Go through the rest of the General and Options tab information to set the options to what you want. 
7. Click OK to start the Backup process.

II. Using sqlcmd

In case you do not have management studio installed, Veeam database can be collected using SQLCMD utility:

1. Check the name of the SQL instance and Veeam database in windows registry

HKEY_LOCAL_MACHINE\SOFTWARE\VeeaM\Veeam Backup and Replication\SqlDatabaseName
HKEY_LOCAL_MACHINE\SOFTWARE\VeeaM\Veeam Backup and Replication\SqlInstanceName
HKEY_LOCAL_MACHINE\SOFTWARE\VeeaM\Veeam Backup and Replication\SqlServerName

2. Open Windows Command prompt and connect to SQL instance:

SQLCMD -S (SqlServerName)\SqlInstanceName



Note: In case you have SQL server authentication enabled you may define username using '-U' parameter

3. Back up the Veeam database:

BACKUP DATABASE SqlDatabaseName TO DISK = 'C:\VeeamDB.bak'
GO

More Information

Challenge

This KB article shows how to collect the diagnostic information that may be needed if you create a Veeam Agent for Microsoft Windows support case.

Solution

Gather logs using the four sections below. Once logs have been gathered, upload them to the FTP provided by the Veeam Support engineer. After the upload is completed you must notify the Veeam Support engineer.

If you need to use a secure FTP, this article contains secure FTP instructions.

All steps below are to be done from within the OS of the machine that is having an issue.

1. Veeam Agent guest logs

Navigate to and ZIP the contents of this folder:

C:\%programdata%\veeam\endpoint

2. VSS Diagnostics

Run the following commands from administrative command prompt, then zip the resulting files.

vssadmin list writers > C:\vss_writers.log
vssadmin list providers > C:\vss_providers.log
vssadmin list shadows > C:\vss_shadows.log
vssadmin list shadowstorage > C:\vss_shadow_storage.log

Once submitted to Veeam Support, these log files can be deleted.

3. Event Logs

Export the logs in .evtx format, with Display Information.

Export the System and Application logs as follows:

1. Open Event Viewer (eventvwr.msc).
2. Locate the log to be exported in the left-hand column.
3. Right-click the name of the log and select Save All Events As.
4. Enter a file name that includes the log type and the server it was exported from.

   For example, when exporting the Application event log from a server named HV01, enter Application_HV01.

5. In Save as type, select Event Files.
6. Include the display information.

7. Be sure to include the LocaleMetaData folder when packaging the logs for upload.

4. File System Minifilter Diagnostics

Run the command below from an administrative command prompt. 

fltmc instances > C:\filter.log

Once submitted to Veeam Support, this log can be deleted.