Can't cancel restore of guest files

[pshute]

I started a restore of a folder then realised I should have selected Overwrite instead of Keep, and clicked Cancel. 40 minutes and 50GB later, it's still saying "Cancelling" and still restoring files.

Is there some technical reason why it can't just stop copying files immediately?

[pshute]

It finished, then claimed it had restored 14 files, 1.2GB of data. I suspect that's how many it had restored when I clicked Cancel.

This is from a backup of a Windows VM, by the way.

[backupquestions]

I'm on the very latest version and same behavior.

[pshute]

Thanks for confirming that.

Do we have to log a support request to report this as a bug, or can we do it here? Apart from the confusion and mess it can make (files restored unexpectedly and therefore not cleaned up by the user), a big problem is that one has to wait a long time before one can try another restore.

[foggy]

Guys, after a quick code check we can say that operation should be cancelled immediately. I suggest you report this behavior to our support for a closer look and logs review. Thanks!

[pshute]

You didn't try to replicate it yourself? I've logged case #03901521 for this.

[wishr]

For me, it works as it should. Once I press "Cancel" the cancellation operation kicks in and completes in a few seconds for a 1GB file. I'm on 9.5.4.2866 (9.5 U4b), so please keep working with our support engineers to determine the root cause.

Thanks

[pshute]

Note that this is about the restore of a folder of files (70GB), not just one file. The folder contains several levels of subfolders.

I'm also on 9.5.4.2866.

[foggy]

I can see you're scheduling a remote session with our engineer, let's see what he is able to come up with after looking at your setup more closely.

[christophe.niel]

I found this post, I have veeam 10.0.0.4461 P1

I have the same issue as I am trying to cancel a Guest File Restore that was too large

I wanted to restore a few user profiles from an old RDP serveur and another folder
c:\temp
c:\users
the temp folder was restored first a few files and MB it took a few seconds
then the process went into "estimating" (or "calculating" and it went for a few minutes.

As I wanted only 3 profiles specifically out the dozens on this server I hit cancel in order to make a smaller restore request. it's still cancelling after 2 hours now.

I'm guessing the dozen of thounsands of small files in the various appdata folder for each user is causing the long calculating time, but I can't understand why the cancel is not working


in parallel I launched another guest file restore session, selected my 3 folders and I noticed it has started recreating the subfolders and restored exactly 1000 files (~128MB) and there are 35000+ sub folders in the first folder I selected, now it's stuck on "caculating" and the file count is not going up.

too many folders (or files) to restore in one go? does it need to finish "calculating" all the folder before cancelling?

someone mentionned "logs", where are the logs for a guest file restore session?


Edit : after a few minutes the file count *is* going up, slowly by increment of 500, so no issue about restoring once it's started, still cancelling on the other session though

[wishr]

Hi Christophe,

I would suggest contacting our support engineers directly to get it sorted. This way we will be able to collect all the information and act accordingly.

Thank you

[christophe.niel]

I probably will tomorrow, but as I continued with another restore session while this one was cancelling, I probably found a cause : an issue with symlink in Windows being treated a folder during a file restore
topic24636.html

I'll call support tomorrow

[wishr]

Thanks. Could you please let us know your case ID once done? I'll assist where possible.

[christophe.niel]

the FLR session took almost 12 hours to finish but it finally did

I opened case #04213532 and posted logs for the FLR and an account of the issue

[jimscott]

Was this confirmed by Veeam as a bug in 9.5 4b?

[wishr]

Hi Jim,

If you have faced the same behavior, please raise an independent case so we'll be able to have a look at your particular situation. Thanks in advance.

[robnicholsonmalt]

Several years later and the same problem persists. I'm testing restoring in my lab - cancelled the job but it's sat here saying "Cancelling" for an hour or so. As far as I can tell, nothing is getting written to the drive. Got bored in the end and rebooted the server.

[veremin]

We cannot say much about the cause of the issue without a support ticket and debug logs. So if the issue persists, do not hesitate to reach the support team. Thanks!

[robnicholsonmalt]

Community edition = no support.

[veremin]

Not exactly true, as free product owners are eligible for best-effort support. Anyway, it's nearly impossible to investigate technical issues over forum correspondence, thus the support ticket requirement. Thanks for understanding.

[robnicholsonmalt]

I've raised quite a few cases and NEVER got support - ticket closed as "too busy". So, my only recourse is here where I hope somebody might have come across the same problem - so please don't shut down that avenue as well. It leaves a very bad taste in the mouth. I use Veeam commercial with my main client but personally I'm using the free version.

[veremin]

Sure, we will not close the existing discussion so users with the same issue might provide a resolution. Thanks!