One in particular talked about copying older DLL files back to Veeam so that it could properly detect the IP of servers running in the vitual lab. As I dug deeper what I found was several forum posts that would go back a couple years with SureBackup issues that were very similar to my own and no resolution. I called support and issued another ticket that took several technicians and days worth of email responses back and forth, just to be told that the issue was the operating system the VM was using and there was nothing more they could do for me and they promptly closed my case.ĭetermined to find a solution, I continued testing on my own. Thank you very much and on to my next problem!Īfter testing the virtual lab and setting up my first application groups and SureBackups jobs, I found that some of my SureBackups jobs were failing and tearing themselves down and stating that the "OS did not boot in the allotted time", even though the server would boot up fine and I could access it perfectly up until the time the job timed out and tore itself down. After not hearing anything again and getting spammed additional times for closure to my case I called back in and this time got a very helpful technician who saw me all the way through to getting my virtual lab setup successfully.
After sending in my log files and not hearing anything for several days and being spammed with requests to close my case because nothing had been updated, I decided to contact support, to which they said they had to pass my logs on to level 2 for further review. The first technician was very unhelpful and after the first failed technical support session, he had me send him my log files for further review. When I finally reached my limit I called Veeam for support. I initially had a hard time getting my virtual lab setup due to limited information regarding this topic on the web.
That being said, my current situation involves a support issue with SureBackup.
That being said, I find those experiences few and far between and find myself most times resolving my own issues over time, because the response times can be very slow and the chosen response medium is usually email which drags the resolution times down even further as you wait for second and third responses for things they suggest that you've already tried. Some are actually great at troubleshooting and are very helpful and do their best to follow up. I guess I should preface this with my knowledge that not all Veeam support technicians or so easy to give up and dismiss problems.