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

Article:TECH128501  |  Created: 2010-01-07  |  Updated: 2014-06-11  |  Article URL http://www.symantec.com/docs/TECH128501
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Article Type
Technical Solution

Product(s)

Issue



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).

Figure 1:

 


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) and SSR 2013 SP2, both of which are 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. The paragraph below relates to SSR 2011:

A supported hotfix has been made available for this issue. Please contact Symantec Technical Support to obtain this fix. This hotfix has not yet gone through any extensive Q&A testing. Consequently, if you are not adversely affected by this problem and have a satisfactory temporary workaround in place, we recommend that you wait for the public release of this hotfix.


Supplemental Materials

SourceETrack
Value2136275
Description

GRO: Unable to open password protected recovery points.


SourceETrack
Value2789461
Description

Password not accepted when opening password protected recovery points.


Legacy ID



348506


Article URL http://www.symantec.com/docs/TECH128501


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