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:
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iSCSI service not running: The Microsoft iSCSI Initiator service (Windows) or open-iscsi (Linux) is required for File Recovery to function.
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Transporter VM is overloaded: If the Transporter VM is handling excessive tasks, the Transporter may fail to mount recovery points.
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Firewall or antivirus interference: Security settings may block essential ports used for recovery operations.
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The Backup Repository is detached.
Solution
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Ensure that the required iSCSI service is running on both the source and target transporter/recovery server:
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Windows:
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Open Control Panel > Administrative Tools > Services.
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Locate Microsoft iSCSI Initiator Service.
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Ensure it is running and set to Automatic.
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If stopped, start the service and retry the recovery operation.
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Linux:
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Check the open-iscsi service status by running the following command:
systemctl status open-iscsi
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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.
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Ensure that the Transporter servers are not overloaded.
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Reduce concurrent backup/recovery tasks if necessary.
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Ensure that the following ports are open on source and target side Transporter:
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3260
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9446
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9448-10000
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Ensure the firewall is not causing the issue.
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If none of the above solutions resolve the problem, create a Support Bundle and submit it with details of the issue.