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Druva Documentation

Hyper-V backups fail with PHOENIX54 error

This article applies to:

  • OS: Windows
  • Product edition: Phoenix

Problem description

Hyper-V backups fail with PHOENIX54 error. The error is logged in the backup job logs.

Traceback

Phoenix logs

[2019-04-17 14:43:48,198] [INFO] <_MainThread(MainThread)> roboSyncer: Sending log to Phoenix server with message : 'Backup operation failed.'
[2019-04-17 14:43:48,214] [INFO] <_MainThread(MainThread)> Enabled fault scheck for backup
[2019-04-17 14:43:48,214] [ERROR] <_MainThread(MainThread)> HypervAgent: Hyperv backup failed: Failed to take snapshot. (#100000036) (Error Code : PHOENIX54)
[2019-04-17 14:43:48,214] [ERROR] <_MainThread(MainThread)> Error <class 'inSyncLib.inSyncError.SyncError'>:Failed to take snapshot. (#100000036) (Error Code : PHOENIX54). Traceback -Traceback (most recent call last):

Windows Event Logs

WinEventLog.png

Resolution

This issue can be resolved either by changing the provider ID from Phoenix.cfg or by removing the orphan entries of the provider ID from the OS. However, this requires finding the provider ID as described below:

To find the provider ID:

  1. Check the Provider ID (as highlighted above) in the Windows event logs.
  2. Run the below command from the command prompt as an administrator to list the VSS provider IDs on the OS.

    vssadmin list providers
  3. Compare the Provider ID from the event logs with the output of the above command to identify the VSS owner name.

You can use any of the following resolution:

  • Change the VSS provider for the backups from Phoenix.cfg and remove the software for which VSS provider is present but not required.
  • Remove the provider ID from the registry if it is orphan

The resolution steps are provided below.

Change the VSS provider ID from Phoenix.cgf

  1. Stop the Druva Phoenix Agent Client service.
  2. Open the Phoenix.cfg file in a text editor. The Phoenix.cfg file in  Windows 2012 and 2008 is available at: C:\ProgramData\Phoenix.
  3.  Add the VSS_PROVIDER_ID parameter, and set its value to reflect the provider ID using the following syntax: 

    VSS_PROVIDER_ID = '{Provider ID}'

    For example, if you obtained “f782463b-33bb-4043-ad8d-60b728d26a6c” as the provider ID, then VSS_Provider_ID parameter must like:

    VSS_PROVIDER_ID = '{ f782463b-33bb-4043-ad8d-60b728d26a6c}'

    Note: Ensure that there is no whitespace between the curly braces and the single quotation marks.
  4.  Save the Phoenix.cfg file.
  5. Start the Druva Phoenix Agent Client service.

Remove the orphan entries of the provider ID from the OS

  1. Open the registry editor using regedit
  2. Navigate to [HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\VSS\Providers\]
  3. Back up the key.
  4. Delete the key. For example, delete {f782463b-33bb-4043-ad8d-60b728d26a6c} from the provider ID value.
  5. Open the Windows Services management console (services.msc).
  6. Restart the ‘Microsoft Software Shadow Copy Provider service.
  7. Initiate a back up.
  8. If the backup still fails, restart the Hyper-V Host.