Unable to Restore via "Guest Files and Folders"

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) Status

• On 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.

Hi ​@James_Goodison  

In addition to the suggestions from Damian, Could you please refer to the below article and check if the prerequisites were met? 

https://documentation.commvault.com/2024e/software/restoring_guest_files_and_folders_for_hyper_v.html#prerequisites

Also, please check the following, 

1. Automount Setting
On the Media Agent, open an elevated Command Prompt and run:
diskpart
automount
If automount is enabled, disable it:
automount disable
Run an automount scrub to clean up old mount points:
automount scrub
exit

2.Virtual Disk Service (VDS)
Ensure the Virtual Disk Service is running and set to Automatic on the Media Agent.

3.Disk Space
Check that the Job Results directory on the Media Agent has enough free space (at least 4 GB, ideally 10% of the restore data size or more).

If the issue still persists even after checking the above, please share the Pseudomount.log, cvd.log and the RemoteLiveBrowse.log from the MA server. 

Regards,

Kalaivanan.