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View backup results in 'cannot mount the backup'

    Question

  • I tried from two different computers.  A Vista system and a WinXP system.  I have tried accessing stored partitions from multiple computers.  My JIT debugger throws 'an unhandled win32 error occurred in MountBackup.exe[556]'  I really need to access some archived files and this is driving me crazy.  I have browsed partitions in the past without trouble.  I have plenty of available drive letters.
    Wednesday, April 29, 2009 2:54 PM

Answers

  • That sounds like a possible problem with the restore driver for the pseudo-drive. You really should submit a bug report on Connect. You should include logs collected from both your server and one (or more) of the computers displaying the issue.

    You can also try the solution presented by Marc Moon in this thread. If at all possible, I would hold off until Microsoft responds to your bug report, which could be a couple of days.

    Support: Windows Home Server is sold two ways. You can buy it as part of a hardware/software package from an OEM such as HP, or from a "system builder" (an individual or company who builds and sells semi-custom computers). In that case, you would call your supplier for support (HP or the person from whom you bought your server).

    The alternative is to buy the system builder package yourself, and install it on your own hardware. If you go this route, you are the system builder, and you are your own support technician. 

    There is no retail package of Windows Home Server software (what you buy from e.g. NewEgg is system builder software). So there is no support from Microsoft.

    I'm not on the WHS team, I just post a lot. :)
    Wednesday, April 29, 2009 5:22 PM
    Moderator

All replies

  • Well I tried reinstalling the connector software to no avail.  Interestingly, I noticed that I get a "z: preload" folder to appear in windows explorer that contains my files and I can browse it.  This occurs around the 75% mark for restore.  Then at around 90% the z drive disappears and I get the cannot mount backup error.  

    Are there any support options?  I checked out MS site, but it said paid support was $80 a call.  Ouch.  
    Wednesday, April 29, 2009 4:18 PM
  • That sounds like a possible problem with the restore driver for the pseudo-drive. You really should submit a bug report on Connect. You should include logs collected from both your server and one (or more) of the computers displaying the issue.

    You can also try the solution presented by Marc Moon in this thread. If at all possible, I would hold off until Microsoft responds to your bug report, which could be a couple of days.

    Support: Windows Home Server is sold two ways. You can buy it as part of a hardware/software package from an OEM such as HP, or from a "system builder" (an individual or company who builds and sells semi-custom computers). In that case, you would call your supplier for support (HP or the person from whom you bought your server).

    The alternative is to buy the system builder package yourself, and install it on your own hardware. If you go this route, you are the system builder, and you are your own support technician. 

    There is no retail package of Windows Home Server software (what you buy from e.g. NewEgg is system builder software). So there is no support from Microsoft.

    I'm not on the WHS team, I just post a lot. :)
    Wednesday, April 29, 2009 5:22 PM
    Moderator
  • Sorry I haven't had a chance to track this out earlier.  The suggested Marc Moon fix did not work for me.  I purchased and installed the software myself so I will be supporting myself.  I have submitted a bug report and we will see what MS has to say.

    After searching Connect I can see that a couple people seem to be having a very similar error as myself.  https://connect.microsoft.com/WindowsHomeServer/feedback/ViewFeedback.aspx?FeedbackID=448670
    https://connect.microsoft.com/WindowsHomeServer/feedback/ViewFeedback.aspx?FeedbackID=447824
    • Edited by mrsherman Friday, May 15, 2009 12:03 PM
    Friday, May 15, 2009 11:19 AM
  • Your next step is to uninstall the connector on one of your client PCs, reboot, then reinstall it.

    Oh, and could you link your bug report too?

    I'm not on the WHS team, I just post a lot. :)
    Friday, May 15, 2009 3:39 PM
    Moderator
  • Uninstalling/reinstalling did not resolve my issues.  Thank-you for the suggestion.  i did bring in a friends laptop and was able to view a backup using his system.  I will also point out that an exception in mountbackup.exe is caught by my debugger.  So the WHS software is crashing attempting to restore.

    I suppose I mispoke.  I did not open a new issue, but added on to issue # 447824 since our failure logs appear identical.
    Friday, May 15, 2009 5:45 PM
  • Please submit a separate bug report. Microsoft has said that it's not really possible to associate your logs with another bug report, so they won't be able to determine if your issue is identical to someone else's if you simply try to "add on" to it.

    As for the actual issue, it's sounding like a problem with your environment, given that you were able to access your backups with another computer. I'm at a loss to say what the issue might be. Do you have antivirus installed on your client PCs? Do you have other backup, disk imaging, etc. software installed?

    I'm not on the WHS team, I just post a lot. :)
    Friday, May 15, 2009 5:54 PM
    Moderator
  • I am also at a loss as to why the backups are failing.  I do not have any special software installed other than a dev environment (visual studio, sql sever express, etc).  My Vista system has very little third party software installed on it.  Maybe ten apps or so.  None of those apps are disk related.  I run AVG on my laptop (as does my friend and he has the same model laptop) so that would seem to be out as a cause.  I run Avast on my Vista system.  I have tried disabling AV and firewall to no avail.  I had some really important files in backup so I spent about fifteen hours trying to get restore to work.  At this point I have given up.  If MS can't help me I will have to reinstall WHS and hope for the best.
    Friday, May 15, 2009 6:01 PM
  • I recently rebuilt my WHS server.  Since backups for two Vista machines commenced, I have been able to access backups from one Vista machine, but not the other, my primary one.  Struggled with connector software, discovery software, backup database repair, Zone Alarm, Anti-virus software, firewall settings ... nothing got me past the 81% and subsequent "Cannot mount the backup" failure.

    I ran across someone posting a log file (thank goodness) that I couldnt find on my own machine.  The topic of Vista Volume Automount settings popped up.  My main machine had automount set to "disabled".  Once I set it to enable, voila, the backups instantly mounted.  I had previously disconnected any Z: mapped drives, so Im not sure if that would have posed any additional hurdles.

    To set the enable the automount in Vista, I used the following steps from the Vista Cmd window.

    >diskpart

    DISKPART> automount enable

    DISKPART> exit

     

    The settings persisted after a log-off and log-on.  We see if the settings are permanent and I will investigate ways to toggle this setting with a desktop script.  Its probably smart to disable this for security reasons, and Im pretty paranoid about security.

    Hope this sheds some light.  I think there are a number of reasons out there that are making restores challenging on WHS.  Good luck.

    • Proposed as answer by gpimports Thursday, October 07, 2010 10:24 PM
    Saturday, May 01, 2010 4:34 PM
  • Automount <> autorun. All automount does is automatically mount a volume when connected (and the restore functionality needs to connect a "volume" and have it mounted to work) and assign a drive letter.
    I'm not on the WHS team, I just post a lot. :)
    Monday, May 03, 2010 2:43 AM
    Moderator