VMware_thaw: Unable to unlock virtual machine

[C-Ray]

Has anyone run accross this error, VMware_thaw: Unable to unlock virtual machine? The snapshot job will complete with a status 1, while the backup job will completed with a status 0. This is happening while backing up VM's in our environment. The Master server is a physical server running RedHat 6, and the media server is a VM, running RedHat 6 as well. We are running on NBU version 7.6.0.1. This happened while backing up a VM using the HOTADD method. Below are the job details...

03/19/2014 19:50:59 - Info nbjm (pid=4387) starting backup job (jobid=95) for client (server), policy XXXXX, schedule Weekly
03/19/2014 19:50:59 - Info nbjm (pid=4387) requesting STANDARD_RESOURCE resources from RB for backup job (jobid=95, request id:{698D1D60-AF97-11E3-A774-41B676056D83})
03/19/2014 19:50:59 - requesting resource XXXXXXXX
03/19/2014 19:50:59 - requesting resource (server).NBU_CLIENT.MAXJOBS.(server)
03/19/2014 19:50:59 - requesting resource (server).NBU_POLICY.MAXJOBS.XXXX
03/19/2014 19:50:59 - granted resource  (server).NBU_CLIENT.MAXJOBS.(server)
03/19/2014 19:50:59 - granted resource  (server).NBU_POLICY.MAXJOBS.XXXX
03/19/2014 19:50:59 - granted resource  MediaID=@aaaab;DiskVolume=nbu01;DiskPool=dd01_nbu01;Path=nbu01;StorageServer=xxxx;MediaServer=(server)
03/19/2014 19:50:59 - granted resource  XXXXXXX
03/19/2014 19:51:00 - estimated 0 kbytes needed
03/19/2014 19:51:00 - begin Parent Job
03/19/2014 19:51:00 - begin VMware: Start Notify Script
03/19/2014 19:51:00 - Info RUNCMD (pid=12611) started
03/19/2014 19:51:00 - Info RUNCMD (pid=12611) exiting with status: 0
Operation Status: 0
03/19/2014 19:51:00 - end VMware: Start Notify Script; elapsed time 0:00:00
03/19/2014 19:51:00 - begin VMware: Step By Condition
Operation Status: 0
03/19/2014 19:51:00 - end VMware: Step By Condition; elapsed time 0:00:00
03/19/2014 19:51:00 - begin VMware: Read File List
Operation Status: 0
03/19/2014 19:51:00 - end VMware: Read File List; elapsed time 0:00:00
03/19/2014 19:51:00 - begin VMware: Create Snapshot
03/19/2014 19:51:01 - started process bpbrm (pid=11174)
03/19/2014 19:51:02 - Info bpbrm (pid=11174) (server) is the host to backup data from
03/19/2014 19:51:02 - Info bpbrm (pid=11174) reading file list for client
03/19/2014 19:51:02 - Info bpbrm (pid=11174) start bpfis on client
03/19/2014 19:51:03 - Info bpbrm (pid=11174) Starting create snapshot processing
03/19/2014 19:51:03 - Info bpfis (pid=11180) Backup started
03/19/2014 19:51:06 - snapshot backup of client (server) using method VMware_v2
03/19/2014 20:02:20 - end VMware: Create Snapshot; elapsed time 0:11:20
03/19/2014 20:02:20 - Info bpfis (pid=11180) done. status: 0
03/19/2014 20:02:20 - Info bpfis (pid=11180) done. status: 0: the requested operation was successfully completed
03/19/2014 20:02:20 - end writing
Operation Status: 0
03/19/2014 20:02:20 - end Parent Job; elapsed time 0:11:20
03/19/2014 20:02:20 - Info nbjm (pid=4387) snapshotid=(server)_1395255059
03/19/2014 20:02:20 - begin VMware: Policy Execution Manager Preprocessed
Operation Status: 0
03/19/2014 20:20:01 - end VMware: Policy Execution Manager Preprocessed; elapsed time 0:17:41
03/19/2014 20:20:01 - begin VMware: Validate Image
Operation Status: 0
03/19/2014 20:20:01 - end VMware: Validate Image; elapsed time 0:00:00
03/19/2014 20:20:01 - begin VMware: Delete Snapshot
03/19/2014 20:20:03 - started process bpbrm (pid=11833)
03/19/2014 20:20:04 - Info bpbrm (pid=11833) Starting delete snapshot processing
03/19/2014 20:20:05 - Info bpfis (pid=11837) Backup started
03/19/2014 20:20:08 - Info bpbrm (pid=11833) INF - vmwareLogger: RegisterExtensionAPI: SYM_VMC_ERROR:  SOAP_ERROR
03/19/2014 20:20:08 - Info bpbrm (pid=11833) INF - vmwareLogger: SOAP 1.1 fault: "":ServerFaultCode [no subcode]
03/19/2014 20:20:08 - Info bpbrm (pid=11833) INF - vmwareLogger: ObjCustomFieldOpAPI: SYM_VMC_ERROR:  SOAP_ERROR
03/19/2014 20:20:08 - Info bpbrm (pid=11833) INF - vmwareLogger: SOAP 1.1 fault: "":ServerFaultCode [no subcode]
03/19/2014 20:32:36 - Critical bpbrm (pid=11833) from client (server): VMware_thaw: Unable to unlock virtual machine: (server)
03/19/2014 20:32:36 - Critical bpbrm (pid=11833) from client (server): vfm_thaw: method: VMware_v2, type: FIM, function: VMware_v2_thaw
03/19/2014 20:32:36 - Critical bpbrm (pid=11833) from client (server): snapshot delete returned status 1
03/19/2014 20:32:36 - Info bpfis (pid=11837) done. status: 1
03/19/2014 20:32:36 - end VMware: Delete Snapshot; elapsed time 0:12:35
03/19/2014 20:32:36 - Info bpfis (pid=11837) done. status: 1: the requested operation was partially successful
03/19/2014 20:32:36 - end writing
Operation Status: 1
Operation Status: 1
the requested operation was partially successful  (1)

Thanks in advance for your help.

[C-Ray · Accepted solution]

Here's the technote that I have found that looks to be the resolution to my issue. 

http://www.symantec.com/business/support/index?page=content&id=TECH214208

[RamNagalla]

interesting... let us know if the T/N  resolved the issue...

[jennifermethow]

I just want to know did you ever faced this error before. Generally virtual machine has to be used very efficiently and it mostly works with the servo voltage stabilizer. It gives the entire support to stabilise with machine work.

[C-Ray]

It helps when you have all the correct permissions set in vCenter. We were missing 9 permission settings for the backup role in vCenter. I had our VMware admin set the permissions acording to the following Technote...

http://www.symantec.com/business/support/index?page=content&id=TECH130493