Activation of Phoenix workload gives Resource not found : tokenID (Error Code : PHOENIX127)

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Problem description

e.g File server, NAS etc.

Cause

This issue can occur for any workload when a customer subscribed to the Druva Public Cloud selects the Govcloud option when activating which causes the authentication to be routed to the GovCloud rather than the Druva Public Cloud.

(e.g Instead of backup-phoenix.druva.com:443 to backup-govphoenix.druva.com :443)

Traceback

In main_service.log one of the following errors are observed:

Error - 1

[root@BackupProxy Phoenix]# tail -f main_service.log

File "roboCRoutines.py", line 127, in activate

File "roboCRoutines.py", line 329, in vmware_activate

File "inSyncLib/inSyncRPCBase.py", line 680, in __call__

File "inSyncLib/inSyncRPCBase.py", line 1296, in _safe_request

File "inSyncLib/inSyncRPCBase.py", line 1302, in _issue_request

File "inSyncLib/inSyncRPCBase.py", line 858, in _issue_request

File "inSyncLib/inSyncRPCBase.py", line 900, in __wait_response

SyncError: Resource not found : tokenID - 49165 (#10000007f) (Error Code : PHOENIX127)

Error - 2

[root@aDruvaProxy3 ~]# PhoenixActivate 3108-207-295-3818887cfa5d7ae31305627ca5cc7b5c90bf4c3439a7760f259f2a0ffd8cd934

Activating backup proxy, this may take some time....

Resource not found : tokenID - 3108 (#10000007f) (Error Code : PHOENIX127)

Error - 3

C:\Program Files\Druva\Phoenix Agent>PhoenixNasControl.exe activate

642-632-699-adb1cee9c00ef7ad298455abb8984b55cdd31d92eabfbe3da94a8ac3bd2eee72

Activating NAS Proxy, this may take some time....

Phoenix NAS Proxy Activation failed: Failure in Device activation due

to Resource not found : tokenID - 642 (#10000007f) (Error Code :

PHOENIX127) (#10000007f) (Error Code : PHOENIX127)

Solution

Whitelist *.druva.com in your firewall.
Confirm there are no SSL terminating filters on the firewall.
Deploy a new Vmware proxy and do not check the Phoenix GovCloud option.
For File server and other workloads, do not select the Phoenix GovCloud option while activation of the Agents.