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Druva Documentation

Cloud Cache fails to connect to Phoenix cloud with the error - DLL Load Failed

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Problem description

The Cloud Cache connection status on the console is disconnected.


You can run into this issue due to various reasons, a few of which are:

  1. Premature cancelation/interruption in the agent upgrade process.
  2. Antivirus deleting the required DLL files from Phoenix directory.


You get the following dialog box when you click on the Druva Phoenix Cache server shortcut on the desktop.

CloudCache error.png

When you navigate to the path mentioned in the error dialog C:\Program Files\Druva\PhoenixCacheServer\PhoenixActivate.exe.log, you see the following error:

CloudCache Log error.png


  1. Navigate to Control Panel > Programs Programs and Features > Uninstall or Change a program.
  2. Select Druva Phoenix Cloudcache & perform a repair operation.

As a best practice, ensure that you white list the Druva process and folder in your antivirus software. For more details, see Avoiding third party/anti-virus interference with Phoenix Agent.


Once the repair completes successfully, check the Cloud Cache connection status on the Phoenix UI.

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