Browse and Restore Data - Troubleshooting

Table of Contents

BackupSet level Browse Not Working for Clients older than the CommServe version


If the CommServe is upgraded and client is still at an older version and the content of the defaultBackupSet is modified, then browse will not work from BackupSet level for the following Agent types:


You can browse in one of the following ways:

  • Browse and Restore at the Subclient level.
  • Upgrade the Client computer and related MediaAgent to the same version as the CommServe and then run a Browse and Restore operation at the BackupSet level.

Unable to Browse Data

Cause 1

An index cache entry created by a MediaAgent that is running a newer version of SnapProtect software cannot be read by a MediaAgent that is running an older version.

Resolution 1

Upgrade the MediaAgent that is running the older version.

Cause 2

After an upgrade, the storage policy is changed from an older version MediaAgent to a newer version MediaAgent and a no-image browse is performed. See, Image or No-Image Browse and Restore for detailed information.

Resolution 2

Address these two items:

  • MediaAgents participating in GridStor operation for the same storage policy must operate in the same version. If a MediaAgent upgrade is needed, make sure all participating MediaAgents are upgraded together.
  • All storage policy copies must be at the same version.

Unable to Browse and Restore


MediaAgent is uninstalled or corrupted.


If the library is shared across MediaAgents, use another shared MediaAgent (which is valid and online) with the same library as data path to the storage policy.

If the library is not shared then share the library with a valid MediaAgent and then add same data path to the storage policy.

For sharing a library between multiple MediaAgents, see Share a Mount Path.


MediaAgent MA1 using library LIB1 and datapath DP1 is uninstalled and the datapath DP1 containing the backed up data is available.

You can use MA2 with library LIB1 and same datapath DP1 as MA1.

Unable to Browse Using Selected MediaAgent


Client version is lower or incompatible with MediaAgent version.


Upgrade the client version to match with the version of MediaAgent installed.

CC0009: Users have access to files and folders belonging to others users


Users are able to Browse, Find and Restore files and folders associated with other users from all user-interfaces such as the CommCell Console, Web Console, etc.


  • ACLs (Access Control Lists) are not included in the backup, and/or
  • The user has Browse capability instead of only the End User Access capability.


  1. Make sure that only End User Access capability is configured on the client computer. For instructions, see Configuring End-User Operations on Client Computers.

    Specifically ensure that Browse capability is not assigned to these users.

    Assigning End User Access capability helps to maintain multiple user profiles on the same laptop (or desktop) and ensures that each user has the ability to browse and restore only the data to which he or she has access.

  2. Make sure that the Catalog ACL (end user access control list) option is enabled in the subclients before performing a backup as described in:

Once enabled, this option ensures that ACL s are included in the backup, which in turn, allows users to access only those files and folders for which they have permissions.

After enabling this option, make sure to run a Full backup subsequently. This will ensure that ACLs are available in the backup data.

Conversely, if you run a Differential or Incremental backup after enabling this option, only the newer data will include ACLs.