When performing a Application Granular Recovery Technology (App-GRT) backup on a Virtual machine with the Backup Exec Agent for Microsoft Hyper-V (AMHV) or Agent for VMware (AVVI) the backup may complete with the exception that Backup Exec was unable to collect the necessary metadata to restore individual application items
Job Completion Status: Completed with exceptions.
Exceptions:V-79-57344-38726 - Backup Exec failed to connect to virtual machine 'GUEST' and was unable to collect the necessary metadata to restore individual application items. You cannot perform GRT-enabled restores of application data from this backup.
Following alert message is observed in the Backup Exec Alert's tab (FIGURE 2)
Event ID : 57755
Source : Backup Exec
Level : Warning
Backup Exec Alert: Job Completed with Exceptions.
(Server: "SERVER") (Job: "Test Backup") The job completed successfully. However, the following conditions were encountered:
Backup Exec failed to connect to one or more virtual machines and was unable to collect the necessary metadata to restore individual application items. You cannot perform GRT-enabled restore of application data from this backup.
Backup Exec can restore individual items from the following VSS-aware applications that reside on virtual machines:
Application Types of data that Backup Exec protects
Microsoft Exchange Mailboxes, individual messages, calendar items, tasks, journal entries, and public folder data (disk-backups only)
Microsoft SQL Databases
Microsoft Active Directory Individual user accounts, printer objects, sites, and organizational units
Microsoft Sharepoint (Backup Exec 2012 only) SharePoint databases
When creating a backup job, Backup Exec automatically locates VSS-aware applications on virtual machines. During the backup job, Backup Exec backs up the data from the VSS-aware applications by using Granular Recovery Technology (GRT). By default, Backup Exec enables GRT using the credentials of the parent Host Server machine. However, one can change the logon account that Backup Exec uses for any of the VSS-aware applications.
Note 1: Backup Exec supports the granular recovery of individual Exchange and SQL items only in non-clustered and non-distributed configurations.
Note 2: When enabling/disabling GRT for an application, the setting applies to both VMware virtual machines and Hyper-V virtual machines. If different settings are required, Symantec recommends setting up separate backup jobs for each type of virtual machine.
During the backup job, Backup Exec collects metadata for the applications. If Backup Exec is unable to collect the metadata, one cannot restore individual items for the applications. However, the backup job may otherwise complete successfully or complete with an exception.
Backup Exec cannot collect metadata in the following situations:
1. Remote Agent for Windows Servers is not installed or is installed however the Backup exec remote agent service is not started on the Virtual Machine
2. GRT is disabled for an application.
3. Backup Exec cannot connect to the virtual machine.
4. Incorrect credentials were entered for the virtual machine.
NOTE: The two most common issue for that generate this exception are no Backup Exec remote agent installed inside the Virtual machine or Incorrect credentials are supplied to connect to the Virtual machine. If the Virtual Machine is in a workgroup or different domain than the Vmware Host or Hyper-V host and the wrong credentials are supplied for the Virtual machine the job will complete with the exception.
If the Backup Exec Remote agent is installed and running in the Virtual Machine and the exception still occurs the following debug log errors are present in the Backup Exec Remote Agent Debug (BEREMOTE.log) log inside the virtual machine. To debug the Backup Exec remote agent service inside the Guest\Virtual machine see technote (TECH82942) or Related Documents.
BEREMOTE Debug Log:
 03/09/11 01:59:32 - LogonUser failed: Logon failure: unknown user name or bad password.
 03/09/11 01:59:32 [ndmp\ndmpsrvr] - LogonuserError: 1326
 03/09/11 01:59:32 [ndmp\ndmpsrvr] - LogonUser failed for user: GUEST\Logon_Account
 03/09/11 01:59:33 [ndmp\ndmpsrvr] - Username for Logon:
 03/09/11 01:59:33 [ndmp\ndmpsrvr] - User name is empty setting previous error
 03/09/11 01:59:33 [ndmp\ndmpsrvr] - LogonUser failed for user:
 03/09/11 01:59:33 [ndmp\ndmpsrvr] - In ndmpdGetLastError:: Callback to get last NDMP Error.
To Specify a Logon Account in Backup Exec to attach to a specific Virtual Machine for Application GRT backups edit the Backup Job Resource Credentials and specify the account (FIGURE 2).
(FIGURE 2) - Hyper-V Example
NOTE: The above Example each Virtual machine was selected individually under the Hyper-V Agent Icon allowing the option to specify credential for each virtual machine under Resource Credentials. If the backup selection was made at the top level to select all virtual machines under Hyper-V agent Icon or Vmware Host icon the option to specify credential for each virtual machine is not available in the Resource Credentials. You must either individually select each virtual machine and any new virtual machines that are added in the future or create separate backup jobs for each virtual machine.
1.Run Symantec Live update by going to Tools->Liveupdate from the Backup Exec interface.Install all available updates.You would have to repeat this process till you get a message that states all available updates have been installed.
2.Check if the Remote Agent for Windows Systems is installed on the virtual machine and the service is running.
3.Check if the correct credentials are being used to connect to the virtual machines.If the Virtual Machine is in a workgroup or different domain than the Vmware Host or Hyper-V host and the wrong credentials are supplied for the Virtual machine the job will complete with the exception.
4.Check if GRT is enabled in the backup job properties.
5.Ping the remote virtual machine from the Backup Exec media server to verify if you have network connectivity related issue.
6.Recreate the backup selection list and ensure that a trust relationship has been established with the remote servers that are to be backed up from the selection list.
7.Re-apply the rights for the Backup Exec service account using Beutility.
8. Remote Agent on Virtual machine is Not Trusted. See Related Documents (TECH159562 )
9. The Network and Security settings are configured incorrectly so that the Media Server unable to communicate with the virtual machines over the network.