AVVI backup job with files and folder GRT enabled randomly completes with exception - Failed to mount one or more virtual disk images

Problem

Backup jobs using the AVVI option and "files and folder" GRT option finish with an exception for several virtual machines and the GRT file or folder restore is not possible. Individual vmdks can be restored and the virtual machine can be restored as a whole. The restore job selection list shows no items for the affected virtual machine.

 

Error Message

V-79-57344-38721 - Failed to mount one or more virtual disk images

 

The beremote debug log file from the Backup Exec would most likely contain the following errors for virtual machines for which GRT backup was not possible:

BEREMOTE: [01-09-13 10:50:27] [5320]     2013-01-09T10:50:27.537 [fsys\shared]        - vddkWrapper::VixDiskLib_PrepareForAccess() failed, vixResult = 1, retrying attempt 10...
BEREMOTE: [01-09-13 10:50:28] [5320]     2013-01-09T10:50:28.538 [fsys\shared]        - VixDiskLib_PrepareForAccess() failed. Error code 1. Error Msg: Unknown error
BEREMOTE: [01-09-13 10:50:28] [5320]     2013-01-09T10:50:28.538 [mounter]            - VMDKRemoteImage::setupVixDiskLibConnection()  Could not establish a vixdisklib connection to the server '<VCenter server name>' VM: 'moRef=vm-24 ' Error Text: 'Unknown error' Error: '1'

 

Solution

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  http://www.symantec.com Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.


Workaround:

The affected virtual machines can be backed up using the remote agent instead of the AVVI option.

 


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