Product Update Fails With:
"This installation cannot be updated automatically."

KB ID: 2157
Product: Veeam ONE Community Edition
Veeam Disaster Recovery Orchestrator
Veeam ONE
Veeam Service Provider Console for the Enterprise
Veeam Backup & Replication
Veeam Service Provider Console
Veeam Cloud Connect
Published: 2016-08-25
Last Modified: 2022-03-29
Languages: FR
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Challenge

When attempting to update Veeam software, the following error occurs:
This installation cannot be updated automatically.
Please contact Veeam customer support for assistance with
manual update.
Install Error

Cause

This error occurs when the update installer is corrupt, files on the disk are corrupt, or the certificates for file validation are not installed or up-to-date.

The update installer checks both its own digital signature and those of the existing files to ensure their integrity before allowing the update to proceed.

All product files are signed using Global Sign certificates. Some Windows installations do not contain Global Sign's root certificates authority as trusted root certificates or have non-current certificates. This issue is typically observed on servers with locked-down security settings, or servers with no internet access or latest updates installed.

Solution

  1. Verify that the downloaded file is not corrupted by checking its hash against the one provided by Veeam. If the hash of the downloaded file does not match the one listed on the Veeam website, redownload the file.

    The following PowerShell cmd can be used to get the hash of a file.
Get-FileHash <file> -Algorithm MD5
Get-FileHash <file> -Algorithm SHA1
  1. Manually install the following certificates: If the backup server does not have internet access, download certificate files on another computer.

More information

If the install error persists after verifying the file's hash and that the certificates are installed, create a support case and include all logs from:
%programdata%\Veeam\Setup

How to install a certificate:

  1. Right-click on the certificate file
  2. Select "Install Certificate"
  3. Select the option to install on "Local Machine"
  4. Select the store "Trusted Root Certification Authorities"
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