Symptoms

vProxy based File Level Recovery failing with an error stating one or more of the disks were unable to be mounted on the Target VM: 159373:nsrvproxy_flr: vProxy Log: 2017/07/19 14:54:17 ERROR: [@(#) Build number: 160] Could not mount VMDKs [[FLR TMP Datastore name] Source_vm-MoREF##-disk-key-####.vmdk onto VM 'FLR Target VM Name' (Target vm-MoREF#) filesystems: ListProcesses() failed: ServerFaultCode: A general system error occurred: vix error codes = (3016, 0).

Cause

The FLR process is unable to mount the listed disks because it is unable to contact the VMware tools on the Target VM. According to the VMware Vixapi programming guide the error 3016 indicates the VMware tools are not running: 3016 VIX_E_TOOLS_NOT_RUNNING Guest tools is not running. This error message can appear for several reasons: The VMware tools are installed but are not running on the target VM.The VMware tools are installed but are out of date on the Target VM.The VMware tools are timing out on the target VM causing the mounts to fail.The VMware tools are reporting an error on the target VM and are unable to complete the mount requests.

Resolution

To identify and resolve the issue, check the following: Check the target VM that you are attempting to recover files to and verify that the VMware tools are: installed, up-to-date, and are running.Check the log files on the target VM for any instances of errors or warnings from the VMware tools: - On Windows VMs the VMware tools log to the Windows Event Logs.- On Linux VMs, you can review the tools log for any reported issues. The location for the logs can be found in the tools.conf file located in: /etc/vmware-tools/tools.conf If the VMware tools are timing out or posting errors, open a support case with VMware Technical Support for assistance.NOTE: The vProxy FLR timings were increased to allow the VMware tools more time to complete the disk mount requests during FLR recoveries. Problem 294105 vProxy Increase tolerance for VM that stops responding during FLR mount. For NetWorker 9.1.x - vProxy version 2.0.2-39 and beyondFor NetWorker 9.2.x - vProxy version 2.1.1-44 and beyondWorkaround: You can perform a Virtual Disk Recovery to another VM and manually copy the required files to the target VM.You can perform a Virtual Machine Recovery and copy the files from the recovered VM to the target VM.

Support Cases