Snapshot provider error (0x138E) The cluster resource is not available when backing up a Hyper-V guests on a Hyper-V Cluster Shared Volume (CSV)

Article:TECH128364  |  Created: 2010-01-02  |  Updated: 2012-01-27  |  Article URL http://www.symantec.com/docs/TECH128364
Article Type
Technical Solution

Product(s)

Environment

Issue



Snapshot provider error (0x138E) The cluster resource is not available when backing up a Hyper-V guests on a Hyper-V Cluster Shared Volume (CSV)


Error



When backing up a Hyper-V HA cluster virtual machines that reside on a Clustered Shared Volumes (CSV) the job fails with the following error (FIGURE 1):

Completed status: Failed

Final error: 0x138e - The cluster resource is not available.
Final error category: Other Errors

For additional information regarding this error refer to link
V-79-0-5006

AOFO: Initialization failure on: "VRTSRV::\\HOST\Hyper-V?HA?VM\GUEST\". Advanced Open File Option used: Microsoft Volume Shadow Copy
Service (VSS).

Snapshot provider error (0x138E): The cluster resource is not available.

Check the Windows Event Viewer for details.

(FIGURE 1)
 

 

Debugging the Backup Exec Remote agent service on the Active Hyper-V cluster node the following error is present in the debug log:

BEREMOTE DEBUG LOG:

 

[4712] 04/02/10 11:01:06 VssSnashotVolume::PrepareClusterSharedVolumesForSnapshot_() - ERROR: ClusterPrepareSharedVolumeForBackup failed for C:\CLUSTERSTORAGE\

VIRTUALMACHINES

(0x138e)

[4712] 04/02/10 11:01:06 Error (0x138e) from VSS - Unknown error code

[4712] 04/02/10 11:01:06  after calling function: VssSnashotVolume::PrepareCSVVolumesForSnapshot_

[4712] 04/02/10 11:01:06 VssSnashotVolume::PrepareToSnapVolumeSet() - done. LastError_: 138e

[4712] 04/02/10 11:01:06 Error SnapshotBackupEngine::snap_file_systems failed.

[4712] 04/02/10 11:01:06 ndmpdSnapshotPrepare2: Snapshot error. ErrorCode: 0x138e ErrorLevel: 2 Error Src: 2

[4712] 04/02/10 11:01:06 ndmpdSnapshotPrepare2: sending reply...

[4712] 04/02/10 11:01:06 VSS AbortBackup called successfully


Cause



The issue occurs when CSV volume mount point has been created\renamed, and either has  _ (underscore)/special characters OR the folder name has characters equal to 15 or more.
Other combinations using Hypen's, special characters,  and underscores with a CSV mount point folder greater than 8 characters may experience the same issue.

In the above debug log the CSV was renamed from the default Windows C:\ClusterStorage\Volume1 to C:\Clusterstorage\VIRTUALMACHINES where "VIRTUALMACHINES" is 15 characters in length.


Solution



A hotfix (TECH146017) is now available for this issue in Backup Exec 2010 R2. Refer to the Hotfix link under Related Documents at the end of this article to obtain the hotfix needed to resolve the issue. 

 

 


Supplemental Materials

SourceETrack
Value2011842
Description

AHV Snapshot provider error (0x138E): The cluster resource is not available when a Hyper-V Cluster CSV folder paths contain 15 characters or more or an underscore


SourceUMI
ValueV-79-0-5006
Description

The cluster resource is not available


SourceError Code
Value0x138e
Description

Snapshot provider error (0x138E): The cluster resource is not available.



Legacy ID



348358


Article URL http://www.symantec.com/docs/TECH128364


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