Backup of a virtual machine using the Agent for VMware Virtual Infrastructure (AVVI) completes with the following exception when GRT is enabled: "V-79-57344-38721- Failed to mount one or more virtual disk images"

Article:TECH179734

Created: 2012-01-24

Updated: 2013-02-06

Article URL http://www.symantec.com/docs/TECH179734

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Technical Solution

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Problem

When backing up a virtual machine using AVVI and Granular Recovery Technology (GRT) is enabled the job may complete with the following exception:

Error

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

Debug logs will show the following errors:

[fsys\shared]        - VDDK-Warn: DiskLibProvider_GetDisk: Open failed - index 0.
[fsys\shared]        - VDDK-Log: Error 2 opening disk 0.
[fsys\shared]        - VDDK-Log: VixMntapi: Operation failed with system error: The system cannot find the file specified. (2), translated to 4
[mounter]            - VMDKRemoteImage::mountDisks() Could not open the diskset. Error Text: 'A file was not found' Error: '4'

Solution

A hotfix is now available for this issue with Backup Exec 2010 R3 Rev 5204 and Backup Exec 2012. Refer to the Hotfix link under Related Articles at the end of this article to obtain the hotfix needed to resolve the issue.

Backup Exec 2010 R3 Rev 5204 Hotfix 195395 - http://www.symantec.com/docs/TECH195395

Backup Exec 2012 Revision 1798 Hotfix 180964 - http://www.symantec.com/docs/TECH180964

Symantec suggest to download and install the hotfix to resolve this issue, however before installing the hotfix if you still need to run the backups without any exception, then Use one of the following workaround:

1. Disable all GRT for the backup of the virtual machine getting this exception (This will give ability to restore the entire VM only, no individual file folder restore or application GRT restore).

2. Backup the virtual machine via the ESX host instead of through vCenter.