Error restoring files in Veeam agent for windows

Hi ​@robberry -

Look in Services.msc of the computer you’re trying to restore to and verify if the Veeam Installer Service is running and/or installed (and running).

Thanks for helping with this. I don’t seem to have the Veeam Installer Service. It’s just not present. I think the install went okay when it installed. I’m using 13.0.1.120 on Win 11.

I don’t have the a test system to look, but look in the Veeam Agent for Windows install folder... somewhere in C:\Program Files\Veeam\Endpoint Backup\ folder there should maybe be a “installers” folder? Try and find the standalone veeam.installer exe in there and install it.

Thanks again.

I couldn’t find that in the Veeam folder.

From some googling, it seems that if you are running the Standalone version of the agent (installed manually without being pushed from a VBR console), that the service is omitted because the agent manages its own updates and processes locally.

Hi ​@robberry,

You could try to re-install the Agent on your system to ensure that the files are present and the services are running - don’t forget to reboot before and after that process.

If that still doesn’t work you can try if a backup can be created, that could kind of verify that the Agent is installed properly.

When all that doesn’t help I’d suggest opening a Veeam Support ticket. Even though you are on the free license (Community edition) you can have support.

Feel free to keep us posted!

Best

Lukas

​@robberry - Just following up on this topic to see if you got an answer and are able to mark the best answer even if it is your answer.  This way the community can see and it will help others.

Sorry to hear that.  Hopefully at some point you will get it fixed or addressed.  Always here to assist in any way.

Thanks for the update ​@robberry . Sorry we weren’t able to help further. 

Hi,

I have the same problem. I've found the following workaround: if I log in with a local admin account, both file-level and image restores work perfectly. However, with my Azure AD account, I've consistently encountered the aforementioned error since version 13. It worked flawlessly in all versions prior to 13.x.x.x. I think Veeam should review the code again. Backups are working with all accounts perfectly.

With v13 there were some major changes and improvements on the VBR software in general. I always recommend re-joining (or “re-applying”) Veeam systems to any on-prem or Azure AD / Entra ID whenever you upgrade from v12 to v13 to avoid such issues. Maybe that can help since it seems that a connection could be broken.

That's certainly one possibility. However, I'd be very reluctant to use it, as it would require me to disconnect and reconnect, which would involve some data loss. I think and hope that this will be fixed eventually, and until then, I'll make do with this workaround.

Hi,

I just needed to restore a file and ran into the same problem: Win11 VM (all updates) on HyperV + Veeam Standalone Agent 13 Community (was upgraded from 12) + NAS as storage. User account is from AzureAD, I’m an admin. In my case, in addition to the aforementioned error, I actually see a Windows message on top saying that Windows ran into a problem and needs a restart (within a minute). And it just forced closed everything I had… After reboot - same problem. Downloaded the installer, did the ‘Repair’ - didn’t help. Backup works according to schedule if that makes any difference. It’s just I can’t restore and when try - forced into a reboot.

Thank you!

UPDATE: I tried editing the job, in “Shared Folder” clicked on “Populate” button and got “Failed to connect to Installer service” then that Windows error message came up again immediately… and the whole thing just rebooted again

UPDATE 2: agent uninstall → reboot → install → reboot. Picks up the old job, but didn’t help. Removed that job and recreated it with the same settings - didn’t help either.

Support is the best route here to try and get this resolved.

thank you for your reply.

Was already logged in, tried opening a case, landed on “Upgrade Your Profile” page, entered the details:  “Upgrade profile” button submits the data and lands me back to the same page with my details :)

 Not sure what to say there. There should be a place to open a case with support.  You must be missing something.

what I’m saying is that it forces me to upgrade the profile and asks for details, I enter them but can’t proceed further, it just shows the same page again and again no matter how many times I click on the button, so I’m stuck there. Closed the tab, clicked on “Open case” → lands on upgrade your profile page with the same outcome

Maybe try another browser?  Not sure what else to say.

didn’t help. Created a new topic to keep things separate

The community is not the place to get help for this though.  I would maybe try the forums.