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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 | 5.0 | 6.0
Published: 2022-01-05
Last Modified: 2024-02-22
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Article Applicability
This article documents an issue resolved in Veeam Service Provider Console 7.

Challenge

When VMs on Citrix Hypervisor (formerly known as XenServer) that is orchestrated by Cloudstack Apache or Azure Stack Hub and 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

When a VM on XenServer, on Cloudstack Apache or Azure Stack Hub, is shutdown or rebooted, that VM's hardware IDs may change. The VSPC Management Agent uses the hardware IDs of the machine where it is running to generate a unique system identifier to track the machine. When that unique identifier (UUID) generated by the Management Agent is reported to the Veeam Service Provider Console, if it does not match the UUID previously assigned to the VM, VSPC registers the VM as a new object.

Solution

Starting in Veeam Service Provider Console 7, an improved machine tracking method was implemented for XenServer VMs that resolves the issues caused by the hardware IDs changing after a shutdown/reboot.

More Information

Veeam Service Provider Console 6 Workarounds

The following workarounds are available for Veeam Service Provider Console 6:

Option 1: Create a registry value on each VM to force a specific UUID
Registry Value Deprecated in Veeam Service Provider Console 7

The registry in this section does not work with Veeam Service Provider Console 7.

HKLM\SOFTWARE\Veeam\VAC\Agent\UUID

To work around the hardware changes that occur and cause the generated UUID to change, the Management Agent can be forced to use a specific value using the following registry setting. While the UUID that the Management Agent is forced to use could be set to any value, Veeam recommends that you use the VM's BIOS UUID.

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

    Run the following PowerShell command from within the VM:
    wmic path win32_computersystemproduct get uuid
    
  2. Create the following Registry Value on that same VM

    Key Location: HKLM\SOFTWARE\Veeam\VAC\Agent\
    Value Name: UUID
    Value Type: String Value (REG_SZ)
    Value Data: <current_bios_uuid>
Option 2: Manage the VMs through aVeeam Backup & Replication server

An alternate way to prevent this mistracking issue is to manage the VMs through a protection group in Veeam Backup & Replication. Then, add that Veeam Backup & Replication server to the Veeam Service Provider Console. This option works because, unlike the VSPC Management Agent, which generates a tracking UUID based on various hardware identifiers within the VM, Veeam Backup & Replication only tracks the Veeam Agent deployments based on the BIOS UUID.

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