I am getting error while restoring data from azure mars agent

Question

I am getting error while restoring data from azure mars agent

KK Mishra 5

Hi Support,

I am getting error while restoring data from azure mars agent. explorer is getting stuck

Alex Burlachenko 22,120 Reputation points MVP Volunteer Moderator

2025-10-30T13:09:17.0666667+00:00

hi KK Mishra,

do u have any error or screenshorts of it?
rgds,

Alex
KK Mishra 5 Reputation points

2025-10-30T14:27:27.62+00:00

Hi Alex,

these is no error. while mars agent mounting drive then stuck and automatically mount after 1 hour or 1 hours 30 min.

we have tested on multiple device but same issue.
Alex Burlachenko 22,120 Reputation points MVP Volunteer Moderator

2025-10-30T15:26:57.7433333+00:00

KK Mishra, check the network latency and bandwidth between your local machine and the azure backup service. if you are on a slow or congested network, the initial handshake and data transfer to mount the recovery point can take forever. you can run a simple speed test and also check for any packet loss.

next, look at the machine running the mars agent. when the mount process starts, open task manager and check the disk, cpu, and memory usage. if the disk is at 100 percent usage or the memory is maxed out, the system is too busy to handle the mount operation efficiently, causing it to stall. also, check the %temp% folder for any mars agent logs. sometimes there are verbose logs there that are not shown in the ui.

another thing to try is to use a different recovery point. if one specific recovery point is corrupted or very large, it could cause the mount to hang. testing with a smaller, newer recovery point can help isolate the problem.

BTW what did u try already?

rgds,

Alex
KK Mishra 5 Reputation points

2025-10-30T15:41:57.1566667+00:00

Hi Alex,

Yes, I have tested and everything is working fine except open data mount point. I have tested on multiple network including azure vm but still facing same issue.