Retrieving file list Failed to perform Veeam VSS freeze: ...

[jeffyeung]

When the backup job doing the snapshot for Symantec Brightmail Appliance in VMware, it ends up with the following warning.
Retrieving file list Failed to perform Veeam VSS freeze: VM guest OS state is"NotRunning"

The virtual server is running!

Please help.

[Gostev]

Jeff, does the appliance have VMware Tools installed?

[jeffyeung]

I tried to install the VMware Tools from the menu bar. It still showing "End VMware tools install" as an option in the drop down menu for a few days now. I guess it did not complete the installation. Do you know the steps on how to install the VMware tools on Symantec Brightmail Appliance?
Thanks for your response.

[jeffyeung]

I've tried to install the VMware tools again.
It comes up a warning message:
You cannot install the VMware Tools package until the guest operating system is running. If your guest operating system is not running, choose Cancel and install the VMware Tools package later.

[Gostev]

Jeff, this looks like the same issue - even VMware itself sees the appliance as not running when it is in fact running. This may indicate issue with the appliance itself I guess?