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Service Provider Console displays duplicate entries for machines when Veeam Agent is installed on Citrix VM.

KB ID: 4269
Product: Veeam Service Provider Console
Published: 2022-01-05
Last Modified: 2022-01-11
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Challenge

When VMs on Citrix Hypervisor (formerly known as XenServer), orchestrated by Cloudstack Apache or Azure Stack Hub, using Veeam Agent (for Microsoft Windows or for Linux) are managed by Veeam Service Provider Console (VSPC), reporting, licensing, and management functionality may have unpredictable results.

Cause

Under certain circumstances, the underlying hardware of the VMs may change after VM reboot or shutdown. When this occurs, the BIOS UUID reported to the VSPC Management Agent on the next boot is different from what was previously tracked for that VM. This change in BIOS UUID causes the VSPC Management Agent to report the VM to VSPC as a new object, and thus duplicate entries for the same VM are created.

Solution

To prevent this issue, create the following registry value to override the VSPC Management Agents automatic BIOS UUID detection, forcing it to use the one specified in the registry instead.

  1. Determine the current BIOS UUID of VM where Veeam Agent is installed.

    Run the following PowerShell command from within the VM:
    wmic path win32_computersystemproduct get uuid
    
Screenshot of example of PowerShell command
PowerShell Example
  1. Create the following Registry Value on that same VM

    Key Location: HKLM\SOFTWARE\Veeam\VAC\Agent\
    Value Name: UUID
    Value Type: String Value
    Value Data: <current_bios_uuid>
Screenshot of registry value
Registry Value Example

More information

An alternate way to prevent this mistracking issue is to deploy and manage the Veeam Agents from a Veeam Backup & Replication server, then add that Veeam Backup & Replication server to Veeam Service Provider Console.
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