If you have connection or configuration problems with Data Recovery, you can try to resolve these problems by using the suggested troubleshooting solutions.

Troubleshooting VMware Data Recovery

Problem

Possible Solution

Unable to connect to the backup appliance virtual machine.

There are several possible solutions to this issue, including ensuring that:

The IPv4 address of the Data Recovery appliance is entered correctly.

The client plug-in version matches the backup appliance version. Older client plug-ins may produce errors suggesting incorrectly that the appliance is not powered on.

The backup virtual machine is powered on.

The ESX/ESXi server hosting the backup appliance can be found on the network. Complications may arise with DNS name resolutions. These issues may be resolved by addressing any DNS name resolution issues or by adding the ESX/ESXi server using an IP address.

Data Recovery fails to complete backups with the error disk full error -1115, but the disk is not full.

Data Recovery requires disk space for indexing and processing restore points. As a result, Data Recovery typically needs enough free space to accommodate the size of the virtual machine backups plus an additional 10 GB. For example, to create a restore point for a single 10 GB virtual machine, a total of 20 GB should be available. To resolve this issue, add additional hard disks to the backup appliance.

The NFS share is not working as expected.

NFS is only supported if the share is presented by an ESX/ESXi Server and the VMDK is assigned to the appliance. NFS shares cannot be mapped directly to the appliance.

Data Recovery has crashed and the state of the Data Recovery is unknown.

Because the state of the appliance is stored in the deduplication store, it can be restored. Reinstall the Data Recovery appliance to the ESX/ESXi host, and configure the appliance to point to the existing deduplication store.

The backup appliance is connected to vCenter Server and a crash has occurred.

If the vSphere Client crashes after applying changes, restart the vSphere Client and reconnect to the backup appliance.

A valid network name is entered, but Data Recovery does not connect.

In some cases, name resolution might not work. Try using the IP address for the desired target.

Backup and restore operations are not completing as expected.

An integrity check may have discovered a problem with the integrity of the deduplication store.

The integrity of new backups is checked each day, and the entire deduplication store is checked once a week. If problems are found during the integrity check, the deduplication store is locked. As a result, no backups or restores can be performed until the issues reported by the integrity check are fixed. To resolve this issue, select the problematic restore points on the restore tab, and click Mark for Delete. These restore points are deleted during the next integrity check, after which the deduplication store is unlocked.

If no integrity check problem has been identified, the issue may be due to an excess of jobs. Data Recovery limits the number of jobs that can run to help prevent systems from becoming overloaded and failing to make progress. Some of the limits include:

Maximum of eight backup jobs can run at the same time.

Maximum of eight restore jobs can run at the same time.

Processor utilization must not exceed 90% to start single backups or 80% to start multiple backups.

The datastore where virtual machines are located must have at least 10 GB of space for indexing and processing restore points and 5 GB of storage space available for each virtual machine to be backed up. For example, to simultaneously back up eight virtual machines that reside on one datastore, 50 GB of storage space should be available with 10 GB for indexing and processing and 40 GB for the virtual machines.

If any of these limits are exceeded, new jobs do not start.

The Tools status for the Data Recovery backup appliance is listed as unmanaged.

This behavior is expected. The backup appliance is not managed by vCenter Server or other services such as Update Manager. It is not necessary and may not be possible to manage the backup appliance.

Backups fails with error -3960 (cannot quiesce virtual machine)

This may be due to outdated VMware Tools. Ensure the virtual machine to be backed up has the correct version of VMware Tools is installed and up to date. If current tools are not installed, uninstall any existing versions of VMware Tools, and then install the correct version of VMware Tools. This may resolve this issue.

If backups continue to fail, try manually creating snapshot of the virtual machine with Snapshot virtual machine's memory unchecked and Quiesce Guest File system checked.

For Windows 2003 and later virtual machines, check if system and application event logs for VSS and application writers related messages. Check if ntbackup or Windows Server Backup can be used in the virtual machine to perform backup using VSS in the guest.

Not all inventory items appear right away after connecting.

If there are a large number of inventory items, some of the items may not appear immediately in the Data Recovery UI. This could occur when the Data Recovery appliance has been powered on within the last few minutes. In this case, wait a few minutes to allow all inventory items to be retrieved before creating or modifying any backup jobs.

Backup jobs do not start as expected.

If the backup appliance was shut down while jobs were in process, jobs may not start again when the appliance is restarted. To avoid this situation, stop all backups using the Data Recovery client, wait for the backups to stop, and then shut down the appliance.

If you have problems that cannot be resolved using these troubleshooting tips, you can open a service request with VMware technical support. Before contacting technical support, consider gathering Data Recovery log files and hidden logs and executing the log gathering script. For more information on executing the log gathering script, see http://kb.vmware.com/kb/1012282.

You may also choose to review the verbose Data Recovery logs to determine if any helpful information is available there.