Avamar File Level Restore using Cloud Director extension not working:11015: Failed to browse file system

Summary: File Level Restore (FLR) using Cloud Director extension fails. When trying an FLR from vCD, we get the message - 11015: Failed to browse file system: The VMDK filename is not valid or present. Verify that the proxy was correctly registered using the supported method in the documentation. ...

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Symptoms

File Level Restore using Cloud Director extension fails. 

11015: Failed to browse file system: The VMDK filename is not valid or present. Verify that the proxy was correctly registered using the supported method in the documentation

Browse process started on BG.
  
avagent Info <5964>: Requesting work from dp-ave.host
 avagent Info <5264>: Workorder received: sleep
 avagent Info <5996>: Sleeping 45 seconds
 avagent Info <6685>: Browse process 21905 (/usr/local/avamarclient/bin/vmwappimage) started
It is then cancelled. 
avagent Info <6687>: Browse process 21905 (/usr/local/avamarclient/bin/vmwappimage) finished (code 169: externally cancelled by Administrator)
avagent Warning <6690>: CTL workorder "Browse" non-zero exit status 'code 169: externally
cancelled by Administrator'

In the proxy FLR MountMrg.log. 
[MM - DEBUG] TID=5947 MID=410: sMountedAvFS = /mnt/dunion/vCD/clou-uuid/Org-uuid/vApps/vApp-UUID/by-number/0005746/VMFiles#VM-UUID
[MM - ERROR]  TID=5947 MID=411: HLPR_ListOfDirectories failed for /mnt/dunion/vCD/clou-uuid/Org-uuid/vApps/vApp-UUID/by-number/0005746/VMFiles#VM-UUID/by-number/0005746/VMFiles#VMFiles#VM-UUID

Axionfs.log from Avamar proxy shows.
  
 [ade-async] AsyncThread::body() -- 'KILL' event received.
 [ade-async] AsyncThread::body() not exiting due to persistent_connection flag
 axionfs Error <5126>: Login error 69: Authentication failure (Invalid password? User disabled?)
 [ade-async] GComMgr::setGsanShutdown pausing retrythread
 [axionfs] ADEMgrX::getHfsInfo() -- program workflow problem, login must be done prior to this call.
 [axionfs] GComMgr::loginToServer NOT deleting hfsInfo because server is shutdown and login failure is non fatal
 axionfs Error <10509>: Problem logging into the DDR server:'', only GSAN communication was enabled.
 [ms[0]recv] Thread finished ms[0]recv
 [axionfs] ADEMgrX::getHfsInfo() -- program workflow problem, login must be done prior to this call.
 [axionfs] context::engageADE: adeMgr->startupADE() failed

Cause

Based on the above logs and the fact these proxies are 19.7, this issue is same as in the following article.
Avamar - Avamar 19.7 File Level Restores fail when Avamar server is older or newer than proxy.

Resolution

Ensure both the Avamar proxy and Avamar server are running the same version.

For more information, see Avamar - Avamar 19.7 File Level Restores fail when Avamar server is older or newer than proxy.


Affected Products

Data Backup & Protection Software, Avamar, vCloud Director Data Protection Extension
Article Properties
Article Number: 000203720
Article Type: Solution
Last Modified: 03 Aug 2023
Version:  3
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