Problem description

Pinging the IP address is successful. But pinging the FQDN is giving the following error- 
“Name or service not known”

Cause

DNS is unable to resolve IP to the correct FQDN.

Traceback

• In main_service.log, we can see the error “Name or service not known”.

Resolution

For Windows 

• Navigate to the below directory:
  C:\Windows\System32\drivers\etc
• Open the hosts file in notepad
• Add the IP address and FQDN in the following format-
  102.54.xx.xx     rhino.acme.com
• Save the file

For Linux, 

• Edit the hosts file by entering the below command:
  vi /etc/hosts
• Add the IP address and FQDN in the following format-
  102.54.xx.xx     rhino.acme.com
• Save the file
  Press Escape key and type :wq!

Verification

• Ping the FQDN to verify if it is successful
• If it is unsuccessful, request the customer to further verify the FQDN and correct the DNS entries.

Problem description

File Server shows in disconnected state on UI

Cause

Webproxy was not configured correctly which caused the connecting unstability and corrupted the configuration error.

Traceback

• Sync Controller got error. Invalid email-id/username or password. Error Code: Phoenix95

Resolution

For Windows 

• Stop Phoenix Agent Service
• Re-name Phoenix folder from Program Data
• Path: x:\program data\Phoenix
• Start Phoenix Agent Service
• Re-register Phoenix Agent