Standby VM Fails to Export After 6.3 Upgrade.

So I got a reply from support that said to run chkdsk /r on both volumes citing a KB regarding esxi (this is HyperV). I tried it on one of my old VM copies of this machine and it took 4 hours for just the OS volume. It found some orphaned stuff but nothing that seems like it should cause this.  I tried a one time export to a new hypervisor and it fails at the very end with the same error. It does not boot. This is a production file server that now seemingly has no good standby VM's and no way to make any.

My other file server is a 2008r and it seems to be backing up, replicating and exporting w/o issue. The problem machine is 2012r2. If anyone has any input about this it would be appreciated.

I would start by trying to mount the latest recovery point for that file server. Once all the volumes are mounted, make sure you have hidden files and folders enabled in explorer (so you can see data on each volume including the SRP) and then try to browse each mounted volume. If any of them throw an error, let me know what that error is. Usually when this sort of thing happens and the export starts throwing an error like this it's because the mount point for one of the volumes isn't readable any longer. Also make sure to let me know which volume it is that isn't mounting (if that's actually the issue).

Also, you said the export runs and gets to the end an then fails? Are you able to mount the VHD(x) file that was created on the hypervisor after the job fails? Or is the VHD(x) file removed when the job fails. That will help me know where in the process it's failing.

Last, pull up the AppRecovery.log file on that core server and see if there is any more details surrounding the error when it happens. Sometimes we'll see cascading failures and they won't all report through to the GUI. So you end up with an error but it isn't the most accurate or helpful one.

Yep. Change the schedule for just the OS volume to something different than the data volume. Then force a base image with just the OS volume selected. You have to make sure the volumes show up as grouped separately. So there should be a ">" symbol next to the OS volume. Like this:

What version of the 6.2. agent? 6.2.0, 6.2.1.99, or 6.2.1.100?

What was the old version? 6.2.1.100. It's 6.3.0.5309 now

I'll try that. Thanks a bunch for checking this out.

If you have any contacts with support I'm really having a time with them. I called over the Winter to check on the status of my support (because I could not find it listed anywhere in my panel or elsewhere) and they told me we were good until Nov. When I put in a ticket the other day they said I don't have support. I then ask them to check on that and Evan M E-mails me and says I'm all set with support. I log in to find my account connected another customer in another State which is where I still am now. I replied to his E-mail but still no update.

That totally depends on what you installed and when. We released 6.2.0 on 4/10/2018 and found a critical defect. So we pulled that agent build and notified everyone. Then we released 6.2.1.99 on 8/7/2018 and then found an issue with it so we released 6.2.1.100 on 8/31/2018 and issued another notification. If you installed 6.2.0 or 6.2.1.99 and they had been running, it's possible that the defect we had found could have caused this sort of issue.

It could also be total coincidence and there is actually some sort of issue with your production OS volume. If the NTFS file system has an issue it's possible the system could self heal but the backup pickup that bad NTFS data and include it in the RP chain causing it not to work properly. This is why we recommend having the "Check Integrity of Recovery Points" setting enabled. That way each night your recovery points are being checked to ensure they are mountable and the root of each volume can be browsed.

I've forwarded your issues to the global support manager for Rapid Recovery. We'll get you straightened out. Sorry it's been such a rough time.

I typically check this manually (or I thought I was) by booting the standby VM. I noticed none of these will run but older ones will so something definitely went pear shaped post upgrade. I'll run that new base image and see what happens. If it still acts up ill take it offline and check disk the OS volume. I'm exporting a good VM now from pre-upgrade date just so I have something should check disk finish it off for whatever reason.

Thanks again, much appreciated.

Hello,

I looked into your account issues and believe we've resolved the issue with your support entitlement.  You should have no more  issues submitting support tickets and your support is current.  Please let me know if you continue to encounter any issues and I'll look into the situation right away. My apologies for any inconvenience. 

Thank you.

This seems to have worked. VM exported and booted. Tonight it will replicate out to my other core and I imagine fix the other copy offsite.

Thanks again for the help. Maybe it will help someone else down the road. I'll mark it solved.

This seems to have worked. VM exported and booted. Tonight it will replicate out to my other core and I imagine fix the other copy offsite.

Thanks again for the help. Maybe it will help someone else down the road. I'll mark it solved.