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Unable to open password protected recovery points using the Granular Restore Option (GRO) with Backup Exec System Recovery (BESR) and Symantec System Recovery (SSR).

Created: 18 May 2012
Chris Riley's picture
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Me Too!I have the same issue
Product(s): Symantec System Recovery (formerly Backup Exec System Recovery) - BESR 2010, Symantec System Recovery (formerly Backup Exec System Recovery) - SSR 2011, Symantec System Recovery (formerly Backup Exec System Recovery)
Severity: Minor functionality
Status: Investigating/gathering information
Tech Note: More Information

Problem

Unable to open password protected recovery points using the Granular Restore Option (GRO) with Backup Exec System Recovery (BESR) and Symantec System Recovery (SSR).

When attempting to open a password protected recovery point using the Granular Restore Option (GRO), the password is not accepted (Figure 1). The same recovery point can be mounted successfully and also opened using the recovery point browser.

This issue affects all levels of AES encryption (128-bit, 192-bit & 256-bit).

Solution

1. Close the Granular Restore Option GUI
2. Delete the following file: C:\Documents and Settings\All Users\Application Data\Symantec\RPAM\ RPAM_Cache.dat
    Path for RPAM_Cache.dat in Windows Vista, Window 7 and Windows server 2008 is: "C:\ProgramData\Symantec\RPAM\".
Note: The ProgramData is by default hidden in Windows. Select the option "Show Hidden files and folders" under Organize tab in Windows Explorer.
3. Open GRO again and attempt to open the recovery point(s)
 
 
This issue is resolved in BESR 2010 SP3 (9.0.3) which is available via LiveUpdate, FileConnect (https://fileconnect.symantec.com/) or http://www.symantec.com/docs/TECH161444.

NOTE: This issue has been seen in Symantec System Recovery (SSR) 2011. This issue is currently under investigation. This article will be updated when a solution becomes available for SSR 2011.