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VMware backup proxy not visible or the status is disconnected on Phoenix console

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Problem description


VMware backup proxy not visible or the status is disconnected on the Phoenix console: [Errno -2] Name or service not known.

Cause

Backup proxies with static IP addresses may experience this issue. When we see the error [Errno -2] Name or service not known, it is because the configuration details like DNS server and gateway given to the backup proxy are not working.

Traceback

Log location: /var/log/Phoenix/main_service.log

  • Telnet (telnet phoenix.druva.com 443 ) from the backup proxy to check cloud connectivity returns the error "telnet: phoenix.druva.com: Name or service not known | phoenix.druva.com: Host name lookup failure".
    Error in the  main_service.log:  
    [2020-04-22 17:39:12,826] [ERROR] Error <class 'socket.gaierror'>:[Errno -3] Temporary failure in name resolution. Traceback gaierror: [Errno -3] Temporary failure in name resolution.
  • You may see the following error even when the connectivity between the backup proxy and cloud is fine. 
    Error in the  main_service.log: 
    'datastore': '<datastore_Name>', 'network_name': 'VM Network'}
    [2020-05-07 17:13:49,392] [ERROR] Error <class 'socket.gaierror'>:
    [Errno -2] Name or service not known. Traceback -Traceback (most recent call last):

Resolution

To resolve issues with DNS resolution, perform the following tasks:

  • Determine if you can ping the DNS server from the backup proxy.
  • Check if the DNS server IP address has changed in your environment.
  • Make a note of the DNS address entered while configuring the backup proxy. To do that, shutdown the backup proxy, go to the Configure Tab - Settings - vapp option (Right hand side Pane), and then network settings.
  • Determine if there are any issues in the forward and reverse lookup zones.
  • Check for the presence of static entries on the DNS server.
  • Change the network.

A few other steps that can help resolve the issue are:

  • Ensure that '*.druva.com' is whitelisted.
  • Check the firewall for any errors.
  • Check the status of the Druva service on the backup proxy and start if required

/etc/init.d/Phoenix status

/etc/init.d/Phoenix start