“Secondary index is corrupt" error in ConnectWise Manage plugin after upgrading to Windows 10 version 2004

KB ID: 3242
Product: Veeam Service Provider Console for the Enterprise
Veeam Service Provider Console
Version: 4.x and later
Published: 2020-07-23
Last Modified: 2020-08-13
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Challenge

After upgrading the machine where Veeam Service Provider Console is installed to Windows 10 version 2004, ConnectWise Manage plugin stops working with the following error: “Secondary index is corrupt. The database must be defragmented or the affected index must be deleted. If the corrupt index is over Unicode text, a likely cause is a sort-order change”.

Cause

ConnectWise Manage plugin database is fragmented and database index is changed.

Solution

  1. Locate the VeeamConnectorDb.edb file on the machine where Veeam Service Provider Console is installed.
    If you installed Veeam Service Provider Console using a distributed installation scenario, find this file on the machine where the Veeam Service Provider Console Server component runs.
  2. Run the command prompt using an account with local administrator privileges.
  3. In the command prompt, run the command to defragment the ConnectWise Manage plugin database.
    For  example, if VeeamConnectorDb.edb file resides in C:\ProgramData\Veeam\Veeam Availability Console\Plugins\ConnectWiseManage\Database\ folder, the command must be:
    esentutl.exe /d "C:\ProgramData\Veeam\Veeam Availability Console\Plugins\ConnectWiseManage\Database\VeeamConnectorDb.edb"
  4. Wait for the operation to complete.
  5. In the Services snap-in, start the ConnectWise Manage plugin services.
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