Unable to Restore via "Guest Files and Folders"

Question

We've been using CommVault for several years and have consistently been able to perform backups and restores without any issues. Recently, however, I received a request to restore a file located on a .vhdx drive.

To retrieve the file, I attempted to use the Guest Files and Folders restore option, which I have successfully used in the past. When I select View Content, the system begins loading the data but then fails and displays the following error message:

We are currently running on CommVault version 11.36.102 (We recently upgraded CommVault from 11.36.80 because of this issue and we thought a fix had been implemented in .84 - but this might be different to what we thought)

Has anyone encountered this issue before or can suggest any troubleshooting steps?

Thanks in advance.

Damian Andre · Answer

Hi James,It’s difficult to say as the error is quite generic and it could mean a number of things. Have you tried using an alternative VSA during the browse request to see if the issue is specific to one media agent / VSA?One quick thing to check is that the CVVD driver is installed and operational. This driver is responsible for mounting and reading the virtual disk of the VM you are trying to restore files from:Check Commvault Virtual Disk Controller (CVVD) StatusOn the VSA, open Device Manager.Expand "Storage controllers" and locate "Commvault Virtual Disk Controller".If disabled, enable it. If enabled, disable and re-enable it.Restart Commvault services on the Media Agent.