Cannot install Veeam ONE Agent from the Monitor client console (the option is "Grayed Out")

KB ID: 3130
Product: Veeam ONE | 9.5 | 10 | 11
Published: 2020-03-23
Last Modified: 2022-08-02
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Challenge

Cannot install Veeam ONE Agent from the Monitor client console to the Veeam Backup&Replication server(s) because the Install agent option is grayed in the action panel and shortcut menu.
User-added image

Cause

There are several possible causes for this issue:

  • Veeam ONE Agent is already installed on the Veeam Backup&Replication server. In this case, the Remove, Repair and Agent settings options must be available.
  • Port 2805 or required permissions are not configured properly, so Veeam ONE cannot communicate with the Agent client application deployed on the remote Veeam Backup&Replication server.
  • Veeam ONE Agent installed on the Veeam Backup&Replication server has a Master (server) role and cannot connect to the Veeam ONE server due to its configuration.

Solution

By design, you cannot install Veeam ONE Agent twice on the same server. Check that Veeam ONE server can collect the diagnostic data from the specific Veeam Backup&Replication server. If not, do the following:

  • Make sure that port 2805 is open and all the needed permissions are configured as described in the Deployment Guide.
  • Reinstall Veeam ONE Agent on the Veeam Backup&Replication server manually specifying its role:


Reinstalling the Agent

1. Login to the Veeam ONE server. 

2. Uninstall the Veeam ONE Agent from the Windows Apps and Features list.

3. Mount the Veeam ONE installation ISO file and install Veeam ONE Agent manually using the PowerShell command:

Start-Process powershell -Verb runas -ArgumentList "-command msiexec.exe /L*v 'C:\ProgramData\Veeam\Setup\Temp\Veeam ONE Agent Install.log' /i 'G:\Agent\VeeamONE.Agent.x64.msi' ACCEPT_THIRDPARTY_LICENSES='1' ACCEPT_EULA='1' VO_AGENT_TYPE='1' VO_BUNDLE_INSTALLATION='1'"

NOTE: Run PowerShell with the same account as used for Veeam ONE services, it might be found in services.msc (right click on the Veeam ONE Monitor Server service > Properties > Logon).

4. Once the installation is finished, add the Agent ID to the registry using the following Powershell commands:

$name = ls "C:\ProgramData\Veeam\OneAgent\Log" | sort LastWriteTime | select -ExpandProperty name -Last 1
new-ItemProperty -path 'HKLM:\SOFTWARE\Veeam\Veeam ONE Monitor\service\' -name "PrimaryOneAgentId" -Value "$name"
if (!$?) {Start-Process powershell -Verb runas -ArgumentList "-command new-ItemProperty -path 'HKLM:\SOFTWARE\Veeam\Veeam ONE Monitor\service\' -name 'PrimaryOneAgentId' -Value '$name'"}

5. After that, type $name in PowerShell command line and press enter, it will show you the current Agent ID, it will be required on the next step.

6. Once the registry key is added, change the ID in the Veeam ONE database. To do so, connect to the Veeam ONE database via the SQL Server Management Studio and execute the following command:

update monitor.OneAgent set agent_id = 'agentID'

NOTE: Step 6 is required only if Veeam Backup&Replication installation is on the same machine as Veeam ONE







 

More information

In case the solutions provided in this KB article do not help, contact Veeam Technical Support.

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