Error "Found X packs in index but not appearing on disk. Reindex needed!"

This message means that X index files refer to data chunks that can't currently be found in the Storage Vault.

The encrypted data chunks in a Storage Vault are carefully indexed, but the index can still get out of step with the chunks that are actually stored. This can happen:

if a file was deleted from the Storage Vault by hand;
if the storage platform lost data for any reason (for example a RAID failure);
if the Unlock action was used unsafely (see Storage Vault Locks); or
if a retention pass went back in time (for example after resuming a VM from a snapshot).

Solution: reindex the Storage Vault

In the Web Portal, open the admin account menu (top right) and turn on Advanced options.
Go to Users, click the user whose device backs up to the vault, and open the Devices tab.
Click Actions... next to the device (it must be online) and select the Storage Vault tab.
Pick the Storage Vault you want to reindex and click Reindex.
When the reindex has finished, turn off Advanced options.
Open the same Storage Vault tab again and click Apply retention rules now.
When that's done, check the job report: on the user, go to Actions > View Job History and click Report on the latest job.

If the report shows no errors, the pass found the missing data chunks elsewhere in the Storage Vault and built a new index that points to them. The issue is solved. If there are errors, look up the error message in this knowledge base.

Error "<packindex/pppppppp> says <snapshot/ssssssss> depends on missing pack <data/dddddddd>, non-restorable!"

This is similar to the "Reindex needed" error above. It means a specific backup snapshot, ssssssss, refers to data chunks, dddddddd, that can't currently be found in the Storage Vault. That snapshot can't be restored at the moment. The message may list more than one snapshot.

The causes are the same as those listed above.

To fix it, the packindex pppppppp has to be removed from the Storage Vault, and then a retention pass has to run to rebuild it. Email support@magnusbox.com with the user name, the Storage Vault name and the full error message, and we'll repair the packindex for you.