Unitrends restore issue

eugeneclaassen2 · 2013-06-19T03:47:22.000Z

Hi all,

I’m having an issue with Unitrends when I’m trying to do a restore of a Virtual server. I’d like to mount the image and then browse to the share on the UEB to recover data, however when I click on create image I get this error:

Summary: You must select the image with the message “Image mount process failed: Failed to convert /backups/_flr/restore_15537/backup0/153F22D9-E76D-47A6-B32E-D07E281BA3FF.xml to UTF-8.” and tear it down before a new one can be created.

Any ideas where to go from here? The server had snapshots in it from a Hyper-V replica setup. I’m also using the free licence. Any other questions just let me know

katie-unitrends · 2013-06-19T10:46:07.000Z

Eugene - I’m sorry you’re having this issue. Are you using a physical or virtual appliance? If it’s a virtual appliance, are you using the free, trial, or NFR edition?

katie-unitrends · 2013-06-19T12:02:13.000Z

Eugene - sorry for asking questions that you stated the answers to in your post - apparently I need a little more caffeine this morning.

Where are you trying to mount the image?

eugeneclaassen2 · 2013-06-20T07:16:22.000Z

Katie - Sorry I’ve been away and got back today.

I’m going to the restore tab, then going to the backup I’d like to do a restore from (In this case a VM backup done a day or two ago) then I click on the button that says “Next (Select files/Items)” then clicking on the create image button. I saw this working previously where it’ll then mount the backup and I can then browse to the UEB on the network and do a file level restore. Now When I click the create button I get the error above.

This is on Server 2012 Hyper-V if that makes a difference.

r0b · 2013-06-20T12:39:43.000Z

Eugene

A couple of questions for you? Do you still have any other old restore points mounted? Do you have much free space on your UEB?

Also, with the UEB appliance there are various licensing options which effect how it runs. When you registered it, did you use a free license, an NFR license, a 30 day trial license or a paid for Enterprise license?

eugeneclaassen2 · 2013-06-20T16:50:09.000Z

Rob,

Not as far as I can see. I’ve got the standard storage pool, which has 78 odd GB free. I created a new backup storage pool that points to a NAS and set that as default. Currently that has 2.1TB free.

I’m using the free licence.

katie-unitrends · 2013-06-20T16:53:26.000Z

Eugene - The free license = protection for 4 VMs for free forever. This is the version you’re using, correct?

eugeneclaassen2 · 2013-06-20T17:07:12.000Z

Katie,

That’s correct. Currently I’m backup up. Attached is a screenshot of the licence page, blanked out the licence and feature string, I doubt it makes a difference being a free version, but hey, privacy.

katie-unitrends · 2013-06-20T18:02:14.000Z

Can you send me your contact details via private message? I’d like to have a member of our support team reach out to you to help.

eugeneclaassen2 · 2013-06-21T07:06:05.000Z

Katie,

Sending a PM now.

katie-unitrends · 2013-06-21T13:35:12.000Z

Thanks! I’m checking to see who is available & will let you know shortly.