PowerProtect: VM Restore Stuck at Queued with Zero Percent Progress

• VM restore jobs remain in Queued status with 0% progress
• Jobs may cancel automatically after 24 hours
• Affected restore types include:
  • File Level Restore
  • Restore as New
  • Instant Access
• VM backups complete successfully
• No errors linked to the Job ID in vmdm.log (in versions prior to 19.15)

Log: vmdm.log
Log Location: /var/log/brs/vmdm

• In newer versions of PowerProtect Data Manager (19.15 and later), errors as seen below can be observed:

ERROR - issue with certificate when execute request hostname: <DD IP>, username: ppdm-user
ERROR - The operation was unsuccessful because of an issue with certificate. Verify that the certificate was accepted.
ERROR - SSL handshake failed Read timed out
ERROR - unable to get thumbprint for datadomainfqdn:3009

A certificate mismatch or expired certificate between PowerProtect Appliance and the PowerProtect DD.

Common causes include:

• Missing or expired Data Domain certificate in PowerProtect
• Changed Data Domain certificate thumbprint
• Expired Data Domain certificate on the Data Domain itself

VM restores use REST Application Programming Interface (API) calls that require a valid DD certificate. VM backups use DD Boost and are unaffected.

Renew or add the PowerProtect DD certificate to PowerProtect Data Manager.

Check if the DD certificate is expired on the DD:

• The DD administrator must renew the certificate
• Refer to: Data Domain: Web UI Inaccessible Due to Expired https Certificate
• After renewal, return to PowerProtect and follow steps 1–5 below

Check if using PowerProtect 19.14 or later:

1. In the PowerProtect UI, go to Administration > Certificates
2. Select the External Servers tab
3. Locate the affected Data Domain
4. Click Renew
5. Click Accept to trust the certificate

Screenshots of steps 3 and 4 mentioned above (19.13)

Click Verify and Accept the Data Domain certificate.

If VM restores are stuck at queued with 0% progress but this article's logs do not match, check Dell article PowerProtect: Virtual Machine Restore stops responding at 0 percent.