Problem Description
When attempting a File-Level Restore (FLR) for Nutanix AHV virtual machines, the operation fails to mount or browse the restore point. The Druva Management Console displays a generic mount error.
Inspecting the network traffic using the browser's Developer Tools (Network tab) reveals the following empty object response payload from the API fetch request:
JSON
mount_error_details: {}, listing: []Investigation & Log Collection
If this behavior is encountered during an FLR session, complete the following investigative steps:
Open the browser's Developer Tools (Press
F12or right-click and select Inspect).Navigate to the Network tab.
Re-attempt or refresh the FLR browse operation to catch the active network requests.
Locate the failing API call displaying the response:
mount_error_details: {}, listing: [].Right-click anywhere in the network grid and select Save all as HAR with content to save the HTTP Archive (HAR) log file for analysis.
Cause
This issue typically occurs when the specific Nutanix AHV Backup Proxy tasked with mounting and browsing the snapshot cannot process the workflow. The most common underlying causes include:
Offline State: The Backup Proxy is powered down or disconnected from the Druva Cloud.
Version Incompatibility: The proxy is running an outdated software version that fails to support modern FLR workflows.
Resource Exhaustion: The proxy virtual machine lacks sufficient CPU, RAM, or root partition disk space required to mount the recovery point metadata.
Service Disruption: The internal Druva Hybrid Workloads client services on the proxy are frozen or experiencing execution faults.
Resolution
Follow these steps sequentially to resolve the mount error:
Step 1: Verify and Restart Proxy Services
Ensure there are no active backup or restore jobs currently utilizing the proxy before executing a restart.
Log in to the Nutanix Backup Proxy CLI or management infrastructure.
Restart the primary host or bounce the Druva Hybrid Workloads services to clear any stuck iSCSI configurations or software deadlocks.
Step 2: Validate Version and Scale Infrastructure
If the error persists, the current proxy deployment may be deprecated or malfunctioning.
Check the version of the proxy via the Druva Management Console.
If it is running an older build, download the latest
.ovaor deployment image from the Druva Downloads page.Deploy a new, updated Backup Proxy and add it to the default proxy pool.
Note: To isolate troubleshooting for the failing restore job, temporarily power down or disable older proxies so the newly deployed proxy is uniquely handling the restore workflow.