BESR 2010 Can't Mount Drives or Restore

[HostCenter_IL]

In the past when trying to restore specific files from a BESR backup, I would right-click on the relevant recovery point, click Explore and then OK. Alternatively I could go to Recover > Recover My Files, then choose the backup destination and then search for the content I want. Neither way works now.

When I try the first way, I get:

"All available drive letters are currently used. Cannot explore (C:\) from the recovery point.

When you explore revovery points, the drive letters used to explore the recovery point remain even after you have closed the window showing the contents of the recovery point.

Would you like to end exploring all recovery points to allow exploring of the selected recovery point?"

Clicking "Yes" just closes the window and doesn't do anything.

Another indication of a smiliar problem is that in the dashboard, I have two possible backup destinations: the remote destination where I am backing up to, and a local drive E:. It says that E: is "unavailable", which might indicate that Symantec can't talk to local drives at all, even new drives that it can create.

Regarding the second method: When I click the Search button, it starts searching for the files, but is stuck on "Mounting recovery point: [path to recovery point]", and this takes forever. It's a remote point, but it doesn't actually seem to be mounting it. In the past this process took a couple minutes.

I have searched all over the web but haven't found anyone else experiencing a similar problem.

Am I doing something wrong? What can I do to further understand this problem?

Thanks in advance.

[TRaj]

What service pack for BE 2010 is it ?

Please check if you have "Generic Mount helper service" running . If not start the service and try to mount.

After trying to mount does it generate any Windows Logs ?

What OS is it ?

[HostCenter_IL]

Hi TRaj,

I haven't touched the software for a very long time, letting it work on its own, so I apologize in advance if any of the answers are incomplete.

BESR 2010 Version: 9.0.0.35656 (Symantec Backup Exec System Recovery 2010 Server Edition)

OS: Windows Server 2003

GenericMount Helper Service: Indeed it wasn't running. However, starting it didn't seem to help, including after restarting the BESR service (do I need to restart anything else?). There is a message in the log when starting the service, it seems normal but I'm still pasting it here:

The description for Event ID ( 0 ) in Source ( GenericMount Helper Service ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: Service started.

Messages in Windows log: Mounting doesn't seem to generate any messages in the Application or System log.

Finally: I will also add that the backups are stored externally. This was not a problem last time I did a restore (about 1 year ago), but all sorts of things could have changed since then. Is there a way I can check the network? How does BESR mount external images, and how does it communicate with the remote server? What ports do I need to make sure are open?

[TRaj]

Sorry for the delay in replying.

It seems the images are not getting mounted as the Generic Mount service was stopped.

However , you have not mentioned if the service got started on starting , or is it lost.

 Is there a way I can check the network?

Through BESR , it is "divide the files into smaller archving" you can check the network drop if any.

How does BESR mount external images, and how does it communicate with the remote server?

Yes , it registers the Generic Mount helper service and mounts the external images , in the same way it communicates with remote server.

 What ports do I need to make sure are open?

http://www.symantec.com/docs/TECH54862

However ,since BESR 2010 is installed without any service pack

There are 5 service pack releases after 2010 , I will perform a "Run Liveupdate" and update the latest service packs , and check wheather the mounting yet works for me.

[TRaj]

Any progress on this ? I wanted to know if it worked for you ?

[HostCenter_IL]

Hi, I apologize for not replying earlier, I didn't notice that you replied. I'll get back to you as soon as possible.

[HostCenter_IL]

Sorry for the stupid question, but how do I know which service pack to install? I assume that I don't have any later revision (like R2, R3), but the other options I found were a service pack for media servers, which is not what I have.

[TRaj]

Well I think you have 2 products installed on the machine BE and SSR

BE has later revisions like R2, R3

SSR has only Service packs as SP1 , SP2 and this can be checked for both the products from the console.

Open the console and click on Help -> About for SSR

For BE I think it will depend on the version BE 2010 has a different way to check service pack and BE 2012 has a different way.

Please re-confirm and I should assist you further on same.

[HostCenter_IL]

That is strange, seeing as how I have a unified console that says:

Name: Symantec Backup and System Recovery 2010 Server Edition

Version: 9.0.0.35656

etc.

Am I supposed to enter a different console?

[TRaj · Accepted solution]

OK so you are being using BESR 2010 version and it is without a service pack

The latest service pack is SP5. I am sharing the link and you can get this installed.

Later it would reflect the version : 9.0.5.35656

http://www.symantec.com/docs/TECH193127

Please let us know if the mount issue is resolved after installing the service pack.

Well the issue of v2i mount driver  was fixed in service pack 3 for BESR 2010

http://www.symantec.com/docs/TECH161004

http://www.symantec.com/docs/TECH161444
 

I hope this will help fix the issue , you can have either of the service packs installed.