Cannot Load Recovery Point

Product version: 11.0

Last modified: 09 April 2025

Problem

The File recovery process fails with the following error message:

Recovery points cannot be loaded.

Background

Recovery points may fail to load due to:

  • iSCSI service not running: The Microsoft iSCSI Initiator service (Windows) or open-iscsi (Linux) is required for File Recovery to function.

  • Transporter VM is overloaded: If the Transporter VM is handling excessive tasks, the Transporter may fail to mount recovery points.

  • Firewall or antivirus interference: Security settings may block essential ports used for recovery operations.

  • The Backup Repository is detached.

Solution

  1. Ensure that the required iSCSI service is running on both the source and target transporter/recovery server:

    • Windows:

    1. Open Control Panel > Administrative Tools > Services.

    2. Locate Microsoft iSCSI Initiator Service.

    3. Ensure it is running and set to Automatic.

    4. If stopped, start the service and retry the recovery operation.

    • Linux:

    1. Check the open-iscsi service status by running the following command:

      systemctl status open-iscsi

    2. If inactive, start the service with the command below:

      sudo systemctl start open-iscsi

      For additional details, refer to File and Object Recovery Issues With Linux.

  2. Ensure that the Transporter servers are not overloaded.

  3. Reduce concurrent backup/recovery tasks if necessary.

  4. Ensure that the following ports are open on source and target side Transporter:

  • 3260

  • 9446

  • 9448-10000

  1. Ensure the firewall is not causing the issue.

  2. If none of the above solutions resolve the problem, create a Support Bundle and submit it with details of the issue.