File recovery did not complete as expected due to issues caused by TrendMicro Apex One

Summary

When using File Recovery with TrendMicro Apex One installed, you may encounter the following issues:

1.  The "Mounting the recovery point..." process takes an extended time after selecting a recovery point.

2.  While browsing files is possible, starting the recovery process results in a 0.0% progress, displaying a "Establishing connection failed" message. The VHD connection hangs.

3.  During File Recovery, the system briefly freezes, but it becomes operable after a while. However, the task eventually fails with exit code 24593 after waiting longer.

Workaround

To avoid issues during File Recovery, follow these steps:

1.  Configure Apex One behavior monitoring to approve "*.exe" in the AIP install folder, then save the changes.

2.  If the VHD connection hangs, reboot the OS before running the File Recovery task.

Additionally, the mentioned issues can be avoided by following these steps:

• Mount Image
• Image Explorer
• Establish iscsi connection by using the Image Target Server.

Target Product

- ActiveImage Protector 2022

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