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BE16 crashing after .NET 4.8 update but no access to entitlement information to download fix

JarrettKaufman
Level 2

Frustrating issue because we find ourselves between a rock and a hard place:

We inherited our client from their previous IT provider who upped and disappeared overnight, without contact. We've managed via whatever written records they had on hand, with minimal issues so far. However a recent Exchange update required .NET Framework 4.8 be installed and as a result the Backup Exec console now crashes on startup whenever we attempt to load it. I did some quick digging online and found this is a known issue with a known hotfix. Unfortunately the hotfix cannot be downloaded without logging into our Veritas account with entitlements, and there's the rub: we don't have one.

We located an account that had been setup, but it has no products attached to it. And we have no other records that we can locate. Our assumption is this may have been tied to the previous IT provider's own accounts instead.

I called Veritas support, but they couldn't find record of the client's company name. They attempted to get information from the server, but to do so they have to open the Console, which is the entire reason we're in this mess. They have no solutions other than to come here and ask for advice. And so I do.

Is there any way to pull our entitlement information from a file on the system so we can get the support we need to download this hotfix? Or any other workarounds we could consider?

Thank you.

2 REPLIES 2

RogRubin
Moderator
Moderator

This is the article describing your issue:
https://www.veritas.com/support/en_US/downloads/update.UPD506023

Please scroll down to the Workaround section were we listed the specific updates which are causing this issue so you can uninstall that particular MS update.

Once done and the GUI works again, I recommend you ring in again so that your account details can be corrected/adjusted by our custome care team.

Afterwards, logon to the download center and install the latest patch and then run MS update again so the just uninstalled patch is installed again.

 

I am receiving a message that I am not authorized to download this hotfix for Backup Exec 16 FP2. My support licence is already expired, but I can download full software. I called support that said some HT is not available for expired licenses.

Is there a site that I can download this HT. I think I am not attacking the best practices.

Bruno Couto