Granular restore for Exchange is not working.

Is this the issue you are seeing?

http://www.symantec.com/docs/TECH153610

I have a single Exchange 2007 SP3 server that is backed-up with SSR 2011.

SP3 is not currently listed on the SCL (http://www.symantec.com/docs/TECH157280). I'm currently checking to see when this will be supported.

I never got that far... my issue is that when I open the index file, GRO says "Loading recovery points...", but it never finishes loading them (well, I gave up after 5 hours, but maybe if I gave it the whole day...)

By way of a test, can you do a new independent (full only) backup without a password to see if this makes a difference?

By the way, is there a debug log I can take a look at, and see what's going on?

Also, is it possible to generate an index file that will show only the last full backup and its incrementals? Since I'm not receiving any error message, I'm begining to think that maybe because I'm doing full backups weekly (instead of the default monthly), and keeping 4 full sets, it just takes GRO forever to go through all this GBs. Could this be the problem?

The debug logs are encrypted and can only been decrypted by Symantec support.

I think we'll know more once you have tried an independent backup without a password. It should make no difference as to when you do your full backups.

I removed the password protection from the server's backup job, and created a full backup. It took GRO almost 15 minutes to load the file and mount the databases, but indeed it works - I was able to restore single objects from users' mailboxes.

I will wait for a few days, let SSR create incrementals for this recovery point base, then try again - to be on the safe side.

Untill Symantec resolves this issue, I will use BitLocker on my external, off-site hard-drives (unless someone has a better idea...).

Thanks for the update.

Untill Symantec resolves this issue, I will use BitLocker on my external, off-site hard-drives (unless someone has a better idea...).

We cannot resolve this until we know exactly what the issue is.

The next step is to create another new full backup with password protection to see what results this gives you.

Over the weekend, two incremental backups were created - also, password-free.

Now, when I load the mail server's index file - GRO mounts the drives (accessible via Windows Explorer), but that's it - it has been 'Mounting Volumes' (lower left corner in the GRO console) for almost two hours now, with no progress. I wish there was a trace log I could look at to see where and why it's stuck, but there's none, to my knowledge.

Any ideas?

I think you have reached a point where you need to contact support so that we can analyze the logs to see what is going on here.

I started a same case a year ago https://www-secure.symantec.com/connect/forums/granular-restore-password-not-valid

The workaround as mentioned doesn't work for us.

I tried to open a support case (mysupport) to get the fix (see at the bottom of TECH128501). After putting in the full case a couple of times, we keep getting errors (with IE9 and Chrome). I give up, it cost too much time. How can I get the fix, so we can test this in a testenvironment?