Symptoms
The backup log contains repeated messages similar to:
PRODUCT_WARN: Couldn't load <tree/xxxxxxxx> for subdirectory 'FolderName': <tree/xxxxxxxx> not present in any index
Cause
These warnings indicate that Comet was unable to locate one or more tree metadata objects referenced by a previous backup in the Storage Vault index. This can occur due to:
- Lost files in the Storage Vault.
- Earlier errors in the job failing to load files.
- A bug in Comet, tracked as COMET-60193. The support article for the issue provides more information. The bug applies to Files and folders, Microsoft 365, and virtual machine backups.
Resolution
Applies to Protected Item types with CBT-like features. File and folder, Hyper-V, Proxmox, VMware, Microsoft 365.
Run a full backup on the Storage Vault. If the Storage Vault is shared, identify which device should run the backup by the folder path that is reported in the warning.
The method to run a full backup depends on the Protected Item type.
File and Folder
Enable the option "always rescan unchanged files" in the Protected Item options.
Hypervisor - Hyper-V, Proxmox, VMware vSphere
Change the backup mode from "changed block tracking" to "standard" or "full".
The mode can be changed back after the backup has been started.
Applies if solution 1 does not apply or does not resolve the issue.
Run a reindex on the Storage Vault and then a retention pass. If both jobs finish successfully, then the missing data was found. The next backup should complete without error.
If the retention pass results in an error about unrestorable snapshot(s), real data loss has occurred, and a separate recovery process is needed.
Follow the recovery process in the support article: Only visible to agents and adminsError during retention pass or backup: Optimizing snapshot 'xxxxxxxx': Failed to locate N blob(s) required for <snapshot/xxxxxxxx>, unrestorable
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