Granular Restore Option (GRO) hangs at the 'Preparing Storage Group' stage for approximately 2 hours.


When attempting to open a large recovery point set using the Granular Restore Option (GRO), the process hangs at the 'Preparing Storage Group' stage (Figure 1) for approximately 2 hours. This is observed even when the recovery points are stored on a local fixed disk.

If the recovery points are stored across the network (network share, NAS etc), this process may take considerably longer.

Error Message

Figure 1:


At the time of writing, this has been seen when large (in excess of 200GB) Microsoft Exchange storage groups are included in the backup.


The only current workaround is to wait for the recovery points to open in GRO so that granular restore selections for Exchange are available.

Symantec Corporation has acknowledged that the above-mentioned issue is present in the current version(s) of the product(s) mentioned at the end of this article. Symantec Corporation is committed to product quality and satisfied customers.

This issue is currently under investigation by Symantec Corporation. Pending the outcome of the investigation, this issue may be resolved by way of a patch or hotfix in current or future revisions of the software. However, this particular issue is not currently scheduled for any release.  If you feel this issue has a direct business impact for you and your continued use of the product, please contact your Symantec Sales representative or the Symantec Sales group to discuss these concerns.  For information on how to contact Symantec Sales, please see

Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.

Terms of use for this information are found in Legal Notices.



Did this article answer your question or resolve your issue?


Did this article save you the trouble of contacting technical support?


How can we make this article more helpful?

Email Address (Optional)