Ransomware Recovery fails with error: VM <VM_Name> failed recovery. Error: Cyber Recovery internal error. Please contact support.
Article ID: 398636
Updated On:
Products
Issue/Introduction
Symptoms :
Ransomware Recovery plan fails with error: VM <'VM_Name'> failed recovery. Error: Cyber Recovery internal error. Please contact support.
Followed with Error: Failed to set network isolation for VM <'VM_Name'>
The Ransomware Recovery plan starts failing after the recent VLCR upgrade.
Validation:
Change of VM Network isolation will fail with the error: "Could not retrieve network isolation rules. Contact VMware support "
Under the Recovery plan > Select VM > Other Action > Change network isolation
On the Recovery VMC on AWS SDDC, Notice the Firewall rules with CWP naming convenience. ex: "CloudDR-Isolation-CWC-Allow"
Environment
VMware Live Cyber Recovery 7.27.x
VMC on AWS SDDC.
Cause
This is a rare scenario where one of the Ransomware Recovery (RWR) plans failed before the upgrade, which led to the "vmc_site" table in the IRR database being updated with "value 1". However, since the plan was not successfully activated, the associated counters were never reset to 0. As a result, the NSX Isolation Policies were not cleared.
Resolution
- Connect to Recovery SDDC and cleanup the rules with "CloudDR-Isolation-xxx" and not other rules
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Go to the "Networking & Security" Tab and cleanup the rules under :
Security > Gateway Firewall > Compute Gateway
Security > Gateway Firewall > Tier-1 Gateways
Security > Distributed Firewall > Category Specific Rules
Inventory > Groups > Compute Groups
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Deactivated & activated the ransomware recovery plan.
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Cross-verified the compliance check.
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Post activation, New VLCR isolation firewall rules get created with new naming convention [EDR].
Note: Clean up the stale VM files and folder on the DR datastore which was created during the test failure. [ ignore if there are no stale ]
If the issue persists, please raise a VLCR support ticket on Broadcom Support portal.
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