Guest processing fails for Nutanix AHV, Proxmox VE, Scale Computing HyperCore
Challenge
When running backup or replication jobs for Windows virtual machines hosted on Nutanix AHV, Proxmox VE, or Scale Computing HyperCore with Veeam Backup & Replication 13.0.1 Patch 2, guest processing fails with one of the following errors:
Failed to install guest processing components for [VM name]. Error: Failed to connect to the guest OS.
or
Failed to prepare guest for hot backup. Error: Cannot start service. Machine: [IP address]. Service: [VeeamGuestHelper]. Cannot start service. Win32 error: The service did not respond to the start or control request in a timely fashion. Code: 1053
Cause
Solution
If you have already installed another private hotfix, contact Veeam Support before installing this hotfix to confirm there are no conflicts.
Private hotfixes replace core product files (e.g., .dll and .exe). If multiple private hotfixes modify the same file, installing one can overwrite changes from another and cause unexpected behavior.
For Windows-based Veeam Backup & Replication Deployment
Install the private fix provided below.
Note: This fix applies only to Veeam Backup & Replication build 13.0.1.2067. Verify your build number under Help > About before proceeding.
- Ensure no backup, replication, or restore sessions are currently running.
- Close Veeam Backup & Replication Console on all machines where it is open.
- On the Veeam Backup & Replication server, execute the private fix file as an Administrator.
- Follow the on-screen prompts to complete the installation.
- Reopen the console and confirm that guest processing completes successfully for the affected VMs.
For Veeam Software Appliance
Install the private fix provided below.
Note: This fix applies only to Veeam Backup & Replication build 13.0.1.2067. Verify your build number under Help > About before proceeding.
- Ensure no backup, replication, or restore sessions are currently running.
- Install the private hotfix.
(See Install Private Hotfixes for more information.) - Confirm that guest processing completes successfully for the affected VMs.
If this KB article did not resolve your issue or you need further assistance with Veeam software, please create a Veeam Support Case.
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