After completing a backup of a Virtual Machine with the VMware agent File Level GRT may not be available for all drives if Application GRT did not complete successfully

Problem

When backing up a virtual machine with the VMware agent that has File Level and Application Level GRT enabled, if the Application Level GRT process does not completely successfully File Level GRT may not be available for all drive.

Example:
Backup of a VM with Microsoft SQL Server installed on the E drive
Backup of the VM completes successfully but with Exceptions on the instance of Microsoft SQL Server
File Level GRT will not be available for the E drive.

Error Message

Error from the Backup Exec Remote Agent Debug on the SQL Server:
[fsys\sql2]          - Getting file list for database
[fsys\sql2]          - Returning Database DATABASENAME - Log backup supported
[fsys\sql2]          - AddToSnapshotSet called
[fsys\sql2]          - Building device list for snapshot
[fsys\sql2]          - In GetDeviceList for DATABASENAME
[fsys\sql2]          - file list query started
[fsys\sql2]          - no more rows to process
[fsys\sql2]          - adding device to list C:
[fsys\sql2]          - Getting file list for database
[fsys\sql2]          - NO data files returned for database. Probably offline.  Skip backup.

Error from the Media Server Debug log:
[mounter]            - CommonMounter::MountSomeApp: UpdateSqlPdi processing error -536837054 0xe0008442
                     | UNEXPECTED ERROR(0xe000975f): Failed to mount Virt-App                         

Cause

This issue is caused by having a database offline or in a restoring state when the backup occurs.

Solution

This issue is resolved in Backup Exec 2014 or later versions.

To resolve this issue and receive the new Backup Exec improvements please upgrade to the current version of Backup Exec.

NOTE:   Symantec continues to  focus on the current release and future releases, there are no plans to address this issue by way of a patch or hotfix in earlier versions of the software at the present time. Please contact your Symantec Sales representative or the Symantec Partner for upgrade information including upgrade eligibility to the release containing the resolution for this issue. For information on how to contact Symantec Sales, please see  http://www.symantec.com

 

Workaround: (Backup Exec 2012)
If a database is in an offline state, either bring the database online or detach it from SQL before running the backup again. 
If bringing the database online or removing it is not possible, turn off Application GRT and perform Agent backups of the database instance to allow for restore of individual databases.

 

 

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

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