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Can not restore our data RRS feed

  • Question

  • We are backing up our fil share data from Windows Server 2008R2 with Azure Backup  two times a day. One PC got infected with a crypto-virus and all the common shares got encrypted. We have isolated it to this computer and taken it offline. All we need to do now is to restore the original data from Azure. We have been using this solution for years and restore have never been a problem in the past. We are using the latest Microsoft Azure Recovery Services Agent 2.0.9169.0 available in the portal.

    (I can not put the link in before my account is verified, but it is a screen dump of the Recovery Job Failed pop up)

    Microsoft Azure Backup was unable to complete the operation in the allotted time.

    Wait a few minutes and then try the operation again. If the issue persist,

    please contact Microsoft Support (0x1FBDF)

    We have tried this on the original server and on a separate Windows 10 PC.

    We have access to the service and can browse the restore points.

    When we select the restore point from just before infection, it works for about 40 to 90 minutes and fails.

    We have tried both full and partial restore. The partial restore will sometime mount the drive, but it is not accessible.

    The backups keeps going with no errors. Fortunately we have 60 days retention.

    Where do I go from here?

    Wednesday, September 25, 2019 7:32 PM

All replies

  • I see that you're unable to restore to an original server as well as an alternate machine. The restore points are selectable but the restore job fails with an error. This is a rare case restore scenario and I think it requires logs analysis and further investigation deep dive technically to find out the cause for the failure. I strongly recommend reaching out to technical support team by creating a support request. The support professional should be able to review the logs to understand the root cause of the issue and help you with a resolution. 

    Please reply to the post if you've any concerns raising a technical support request.

    Thursday, September 26, 2019 1:02 PM
    Moderator
  • The reason I asked here was that the portal would only let me do a support request for any licensing issue. The rest is paid support. We have no problem paying for the support, but the use of a credit cart for company business is difficult.
    Thursday, September 26, 2019 1:39 PM
  • I understand your concern. Could you please reach out to me @ AzCommunity[at]Microsoft dot com with your subscription details and this forum link for context. Please mentioned ATTN:Sadiqh in the subject.
    Friday, September 27, 2019 6:18 AM
    Moderator
  • I have enabled free support on your subscription. Create a support request before 72 hours and share the ticket number with us. 
    Monday, September 30, 2019 6:38 AM
    Moderator
  • @Erik I hope this issue is resolve now. Please share the solution provided by the support team so that other on the community would get benefited out of it.
    Tuesday, October 15, 2019 12:09 PM
    Moderator