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Druva Documentation

Possible causes for Phoenix backups failing to Windows CloudCache

Problem description

  • If the backup Job Log shows the below line, it means the backup is mapped to Windows CloudCache and it failed to connect to it.

"Sending log to Phoenix server with message: Starting backup operation"

"Sending log to Phoenix server with message: Pre-script execution finished with status : Not enabled"

"Sending log to Phoenix server with message: Could not connect to Windows CloudCache. Backup operation falling back to Cloud."

  • We connect to the Windows CloudCache server from the backup server/Vmware proxy with the configured Name to Port 443. 

E.g cache_url=Druva-Windows CloudCache:443

  • If not able to connect to Windows CloudCache, we make ONE re-attempt every 30 Seconds. (Total 10 attempts)

"Retrying to connect in" time=30s count=10 error="Connect retry err: dial tcp: lookup Druva-Windows CloudCache: no such host"

"Retries remaining for Windows CloudCache: 1"

"Retries remaining for Windows CloudCache: 0"

  • Once the attempts are exhausted, we connect to the Cloud if the Option - Backup to Cloud if unable to backup to Cache is selected in Windows CloudCache configuration, if NOT - Job will fail.

"Windows CloudCache connect retry count exhausted: dial tcp: lookup Druva-Windows CloudCache: no such host"

"Sending log to Phoenix server with message: Could not connect to Windows CloudCache. Backup operation falling back to Cloud."

level=error ts=2021-10-22T13:09:43.9369971+05:30 druvarpc="Non retryable error in connect: API Error: code [4294967442], cause [Could not connect to Windows CloudCach

Resolution

  • Below are the possible solutions to overcome the Windows CloudCache connectivity issues
  • Windows CloudCache server should be in a connected state on the Druva Console.
  • Verify Phoenix CloudCache service is started on the Windows Cloudcache server, can try restarting it from (Services.msc).
  • Upgrade the Windows CloudCache version to the latest.
  • Telnet should work from the Backup Server\Backup proxy to the Windows CloudCache server.

# Telnet <Windows CloudCache_Name> 443

  • Ping should work with IP/Short name/FQDN to Windows CloudCache server to verify the dns issues.
  • Can add the entries of the Windows CloudCache server under the Hosts file of the backup server, if there are connection issues. (Format IP FQDN Short_name)
  • Time should be correctly set on the Windows CloudCache server as per the Time Zone.
  • The drive where PhoenixCloudcache Store (Storage) is mounted should be detected by the Windows Cloudcache server.
  • Port 443 should not be used by any other application on the Windows CloudCache server.

# netstat -abno

  • Check for the network errors under the PhoenixCloudcache log file

C:\ProgramData\PhoenixCloudCache\PhoenixCloudCache.log

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