Trying to restore Hyper-V backup: unable to mount disk: unsupported disk type

[certinet]

Hello,
Support case number is 07716059

We have a backup of a Hyper-V VM that runs just fine. Been running for couple of months. We wanted to test a restore. Once we try to restore (guest file restore) but after Starting restore session, we get: unable to mount disk: unsupported disk type. I cleared temp files, rebooted the computer, check logs. Everything seems fine but I can't restore. Backup runs fine every day.

What can I check?

Thanks

[david.domask]

Hi certinet, welcome to the forums.

Thank you for the details and the case number; I see the case was just opened, and was opened with Community Edition license. Please note that Community Edition/NFR licenses are supported on a best-effort basis (section 4.3); if you have a license with an active support contract, it's best to open a case as a paid support case.

A review of the logs by Support will be best here as there's unfortunately not enough information to really suggest much here; only thought that would come to mind quickly to check is:

1. Does the GuestOS use ReFS or another non-standard filesystem? It may be the mount server truly doesn't know about this filesystem (e.g., newer version of ReFS), and that's possible to confirm without the logs
2. Long shot, but this could also indicate issues with the backup file itself; you can use the Validator utility to check the integrity of a given backup file

[certinet]

I can supply whatever information you need.

GuestOS would be the machine we are trying to recover on? Basic Dell Optiplex running on Windows 11 and NTFS. VM: Windows Server 2019 running on NTFS.

Because we thought it was a backup issue, we deleted every file and started again (we have other backup in place).

Thanks

[david.domask]

Hi certinet,

We won't be able to troubleshoot over the forums regrettably, so a Support case will be needed to understand the root cause.

The suggestions above were "off the cuff" ideas you can check, but if neither is relevant, then the situation will need to be checked by Support.

GuestOS would mean the backed up machine (the HyperV VM that you were trying to restore from)

[certinet]

Guess I'll wait for support to get back to me.

Thanks

[certinet]

I found the log that gives the error, I will post if in case it rings a bell to anyone

[Moderator: Logs removed]

Now, what does Agent: Failed to process method {VDK.MountDisk}: Reached the end of the file. Error (3) Exit code 38 means?

Thanks

[david.domask]

Hi certinet,

I've edited the post to remove the logs for now -- as noted previously and when creating a topic, this is not a support forum, and will need to wait for Support here.

[certinet]

Just got an email from support:

Unfortunately, due to low support staff availability we were unable to process your request. This support case has been archived automatically.

So nothing to do, just stuck with my problem?

[Gostev]

You can try to reopen a support case later and may be they have resources then to pick one up from the queue. Since they're still processing significant number of support cases for free offerings. Thanks