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Troubleshooting file restore


Files are not seen when restoring from a backup F ile s a re n o ts e e n wh e n re s to rin g fro ma b a c k u p

  • Make sure the backup has actually completed and that an attempt to restore files is not made before the database has been updated.
  • Be sure to view the backup for the proper client and the proper date for the client.
  • All paths might not be visible in your browser, increase to a larger screen resolution, or, scroll the files list to the right to see the full name of the files.
  • If the backup was in progress during a system crash and the system was later restored, the database contains the backup record only. The backup’s files do not exist in the database.  File level recovery from failed backups may not be possible.  Restore the entire backup instead. 
  • When using incremental forever, if more than 1 schedule for the same client is created using different include/exclude lists, synthesis will confuse the two.  More than 1 include/exclude list for the same client is not supported when using incremental backup types as this will cause the windows change journal to be reset each backup causing some files not backed up to be ignored and skipped in later backups.  If you must use more than 1 schedule for a single client you must use aliases for that client.  See the KB on creating Aliases properly. 

File was selected from UI, but restore indicates file not found or canceled by client
  • Check the D2D Device settings in the legacy UI under Settings > System, Updates, and Licensing > General Configuration (Advanced).  Locate your Disk to Disk device name in the list (Usually D2DBackups) and expand the listing.  Locate the “QuickSeek” option and set the value to NO.  Retry your restore
  • For UNIX/Novel/OES and some other legacy systems an issue can be encountered if your file list contains non-UTF8 characters.  If this is the case, Unitrends support can in some cases manually recover data from your backup.  A patch should be applied to your client to ensure these files are properly detected and skipped in future backup to avoid this issue.  Non-UTF8 files are not supported by Unitrends. 
Windows system state restore for Active Directory fails
Make sure you are in Directory Services Restore Mode for the AD restore.  On AD server, after a BareMetal restore, the FIRST BOOT must be into ADSR mode.  SystemMetaData for AD servers can only be restored in this mode. 

Restoring Linux backup files to a Windows file system fails
Create the needed directory structure on the Windows client prior to starting the restore. This will produce a successful restore.
NOTE: The status indicates the restore was canceled, but the files should be present in the appropriate directory on the Windows server.

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