Mounter is in 'failed' state

[Costy]

Hello,

Trying to find if anybody else dealt with this and has a solution
Veeam case #Remove by Mod
The whole error looks like this:
Error Failed to mount files: Mounter is in 'failed' state
Mount Process aborted
Agent failed to process method {Mount.GenericMount}.

VMware, a job with 9 Windows VMs, 18 restore points.
Guest file restore works for some VMs fails for others with the above error.
VBR restarted, VeeamFLR more than enough free space, no dedupe on Windows VMs, local ReFS (64k) repo for backups.
Mount service OK, running.
Client has a required protection app - CrowdStrike Falcon - but that would impact all such actions not only some - my opinion.

Thanks,

[Mildur]

Hi

Can you please have a look again? The Case number was wrong. It should start with #05
For the ClowdStrike App, please make sure that you have excluded all paths and files as documented in our KB:
https://www.veeam.com/kb1999

Thanks
Fabian

[Costy]

You are correct, Case #05429847

[Mildur]

Thanks, I see the case now.
I understand from the case, that disks below 2 TB can be mounted, but not the disks over 2 TB.
Could you please still check if the antivirus exclusions are in place? Or just disable ClowdStrike for a short Mount Test.

As a workaround until support has found a solution, you can use Instant VM Recovery session to recover the files from the backup.
Addionally, use Talk to a manager button to escalate the case to a higher tier.

[Costy]

I will work with the client to have that CrowdStrike app disabled for a test.
I wonder if the VM size would make such a difference for that app.
I could mount a 2.54TB VM but not a 3.24TB one.
BTW, is not only one VM that fails, I have at least three that I tried and failed the same.

[Costy]

Removed the CrowdStrike software from the VBR, no difference.
I will continue working (escalating) with Veeam support