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Hyper-V file level restore error- Failed to fetch file list- Internal Error

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Problem description

The following error will be encountered when you perform file restore from a Hyper-V virtual machine.  When you click on File restore, Phoenix checks the state of the FLR proxy VM.

Failed to fetch file list- Internal Error

Cause

Following are the possible causes: 

  • FLR Proxy VM is turned off from the Hyper-V Manager.

  • Phoenix service has stopped.

  • The entries in Phoenix.cfg are manually edited. 

Resolution

  • Ensure FLR Proxy is on.

  • Verify if the Phoenix service is started on the FLR Proxy.

    • To check the status, run the following command:
      /etc/init.d/Phoenix status

    • To start the service, run the following command:
      /etc/init.d/Phoenix start

  • Verify if the FLR proxy is in a connected state with Phoenix cloud from Protect >Hyper-v >FLR Proxy.
    If disconnected, verify the FLR Proxy Server can Telnet to the Phoenix cloud
    #telnet backup-phoenix.druva.com 443

  • “ *.druva.com” should be whitelisted.

  • Make sure no entry is edited manually under Phoenix.cfg /var/log/Phoenix directory ( e.g key,URL etc)