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Uninstall or Upgrade of Veeam Agent for Microsoft Windows Fails Due to Missing MSI

KB ID: 4507
Product: Veeam Agent for Microsoft Windows | 5.0 | 6.0 | 6.1
Published: 2023-10-31
Last Modified: 2023-10-31
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Challenge

When attempting to uninstall or upgrade Veeam Agent for Microsoft Windows, the Windows dialog box appears stating:

The feature you are trying to use is on a
network resource that is unavailable.
Click OK to try again, or enter an alternate path to a
folder containing the installation package
"Veeam_BR_Endpoint_x64.msi" in the box below.
Uninstall
Upgrade

Cause

This issue occurs when the original install msi is missing from the Windows Installer cache (C:\Windows\Installer).

Solution

To resolve this issue, the Veeam_B&R_Endpoint_x64.msi that matches the installed version of Veeam Agent for Microsoft Windows must be supplied to complete the uninstall.

Note: The installed build number can be found by opening the About page within the Main Menu (≡) of the Veeam Agent for Microsoft Windows console.

  • If you still possess the original VeamAgentWindows_x.x.x.x.exe installer that matches the installed version of Veeam Agent for Microsoft Windows, you can extract the Veeam_B&R_Endpoint_x64.msi from that exe using 7zip. (See example below.)
  • If you don't have a copy of the original exe-based installer, check the Veeam Downloads page to see if the installer for the version installed is available for download. If it is, download it and extract the Veeam_B&R_Endpoint_x64.msi from the exe-installer using 7zip.
7zip
  • If you do not have the original exe-installer, and it cannot be downloaded from the Veeam Downloads page, please create a support case. Be sure to reference 'KB4507' and include the installed Veeam Agent for Microsoft Windows build number as shown in About page of the software or as list in Apps & Features. The Veeam Support team will check our version archives and extract the needed Veeam_B&R_Endpoint_x64.msi for your installed version.
.msi Version Must Match Installed Version
Attempting to provide a Veeam_B&R_Endpoint_x64.msi from the wrong version will result in the error: "The file is not a valid installation package for the product Veeam Agent for Microsoft Windows."

More Information

It is highly unusual for an msi installer to go missing from the Installer cache. Many, but not all, situations where this issue occurs are related to the use of third-party "uninstaller" or "registry cleaner" applications. It's important to note that Microsoft does not endorse these third-party applications. Moreover, Veeam's software is not tested with these applications, and therefore, cannot predict the potential long-term negative impacts of their use. As a result, we strongly advise against using these applications to uninstall Veeam software or clean the registry of a machine where Veeam software is installed.
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