Symptoms

When attempting to scan a Hosted Virtual Machine or virtual machine Template, you received the error "802: Unable to open Virtual Disk (*****)

Cause       

The system could not read boot.ini file in hard drive at '%s'.

Unable to read the image's boot.ini file after successfully mounting the hard disk.

Steps for Troubleshooting

Please familiarize yourself with our Online Documentation regarding Virtual Machines

http://www.shavlik.com/onlinehelp/Protect90HTMLHelp/HFN.htm

VM Template patching requirements:

http://community.shavlik.com/docs/DOC-23054

The first thing to try is to refresh your Hosted Virtual Machines in Protect. This can be done by opening Machine Groups, clicking on Hosted Virtual Machines and click Refresh. Please also verify your credentials are set correctly for the problematic machine. This will solve many errors.

Next, notice that there are a number listed after the words Virtual Disk.

Examples:

Error: 802 Unable to open Virtual Disk (14009)

Error: 802 Unable to open Virtual Disk (16064)

Please search the error listed here:http://www.vmware.com/support/developer/vix-api/vix110_reference/errors/errors.htmlThis can help you troubleshoot your issue.

If the error code is related to connectivity and you have verified your credentials are set correctly, It could be a port problem. Please see this documenthttp://kb.vmware.com/selfservice/microsites/search.do?language=en_US&cmd=displayKC&externalId=1012382for a list of necessary ports.

More information can be found in the HF.log (if your logging has been previously set to all in tools-options-logging)

This is located

• Windows 7, 8, 2008, 2012 & Vista: C:\ProgramData\LANDesk\Shavlik Protect\Logs
• Earlier OS’s:  C:\Documents and Settings\All Users\Application Data\LANDesk\Shavlik Protect\Logs

If you still cannot resolve this issue, please erase the logs, recreate the issue and gather the logs. This can be done by following this guide:http://community.shavlik.com/docs/DOC-22921

After you have gathered the logs, please open a support case athttp://support.shavlik.com/, or by calling into support and having them open a case for you. Here is the link to the contact information:http://www.shavlik.com/support/contact/

http://www.shavlik.com/support/contact/

Additional Information       

If you receive scan error 802 - Unable to open virtual disk (4000) you can refer to this document.

Affected Product(s)

Shavlik Protect 9.x