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Druva Documentation

Known issues

This topic provides a list of known issues.

General Issues

Issue Description


After a group administrator deletes a backup set, the group administrator cannot view the jobs of the deleted backup set on the Jobs page. However, the cloud and the organization administrators can view all the jobs of the deleted backup set. 


After you upgrade the Phoenix agent to version 4.7, Phoenix does not display alert details for the alerts generated before Phoenix Cloud Push 4.7.

When you click View details, Phoenix displays the following message:

Details are not available for the old alerts.


If the server is renamed after a job has run for the server, the job activity reports display the new server name for that job. However, the Jobs page displays the old server name for the corresponding job.


The child settings for entities are shown up even if the parent setting is disabled.


Phoenix generates audit trails for operations where the administrators save entities without editing them.


Cannot upgrade Phoenix client with a version prior to 4.7.0 without configuring the server on which the client is installed.


Ensure that you configure the activated server before you upgrade the client installed on it.

ROBO-13776 If an API call is made to the Druva Cloud Platform using a tool that parses special characters (specifically the % character) in the call as-is without converting it to its UTF-8 value, the Druva Cloud Platform returns the call with an internal server error. 

In reporting API Storage Usage response, "sourcePlusChanges" shows an incorrect value.

Workaround: None

The New Backups Sets: Last 90 days dialog box in the Current Source Data widget on the Analytics page in Phoenix does not display File Server backup sets created after 18 January 2021.

Workaround: None

File Server Issues

Issue Description
  • ROBO-3496
  • ROBO-7980

File server will not backup files with names, not in the Unicode format.


Full backup on Ubuntu 16.04 (64bit) OS is successful with errors.


During backup, exclude all the files from the following path as they do not have read permission.

  • /var/lib/lxcfs
  • /run/lxcfs
  • /run/systemd/system


  • If the script execution time limit is not specified and the backup window expires during the pre-backup script execution, the pre- and post-backup script statuses are not updated on the Job Details page.
  • If the backup window expires during the post-backup script execution and then the post-backup script execution is killed, the pre-backup script status gets marked on the Job Details page but not the post-backup script status.
ROBO-9535 Phoenix agent can back up data from a folder even if access to the folder is restricted for the user account on the server under which the Phoenix Service is installed and running.
PHN-27258 The filename patterns File* and File*.extension are unsupported. For example, do not use a filename pattern like img* to include/exclude all files that start with img. Use *img* instead. Do not use a filename pattern like img*.jpg to include/exclude all files that end with the extension jpg. Enter the file extension jpg under File Types instead.

While editing a backup set and content rule in File Servers, if the entered File Name Pattern matches an ID of group name, the File Name Pattern shows the group name instead of the entered text.  For example, if the entered file name pattern is exe, the File Name Pattern field populates Executables instead of exe.


NAS Issues

Issue Description


Phoenix fails to perform back up from a share if the share path entered as the share name also contains folder names stored on the NAS share.


While adding a share to a NAS device on Phoenix Management Console, enter only the share path as the share name. Do not include file or folder path in the share path.


If the NFS share name or path contains a backward slash (\), the native operating system treats it as a part of the share name instead of a separator that indicates the folder hierarchy. For example, an NFS share name or path is entered as \hr\vol\ny, OS treats hr\vol\ny as a single share name hrvolny instead of recognizing the folder hierarchy. For example, the native OS treats the share path \hr\vol\ny as a single name hrvolny and does not recognize the folder hierarchy.

Similarly, if the backup folder paths in the backup sets attached to NFS shares contain backward slashes, the native OS treats the entire path as a single text string.   


Replace the backward slash with a forward slash in the share name and in the backup sets attached to NFS shares. For NFS shares, ensure the share name and folder paths in the backup sets contain forward slashes (/).


If the user access permissions for files and folders on the restore location are not the same as those on the share from which the data was backed up, Phoenix may log an "Access is denied" error in the Phoenix restore logs. This issue can occur for both SMB and NFS shares due to any of the following reasons:

  • If the proxy fails to back up the access control list (ACL).
  • If the proxy backs up ACL of all the users but access permissions change in the interval between the backup and restore.

Phoenix successfully restores the share data and users can access the files and folders irrespective of the difference in access permissions.






Phoenix does not back up shares and folders with names containing Unicode characters.  



PHN-27258 The filename patterns File* and File*.extension are unsupported. For example, do not use a filename pattern like img* to include/exclude all files that start with img. Use *img* instead. Do not use a filename pattern like img*.jpg to include/exclude all files that end with the extension jpg. Enter the file extension jpg under File Types instead.

While editing a backup set and content rule in NAS, if the entered File Name Pattern matches an ID of group name, the File Name Pattern shows the group name instead of the entered text.  For example, if the entered file name pattern is exe, the File Name Pattern field populates Executables instead of exe.



Phoenix cannot auto-discover EFS shares.


Manually add the EFS shares.


Unable to backup an EFS share exported at the root directory (/)


Export subfolders on the EFS share.

MS-SQL Server Issues

Issue Description


A scheduled backup may create a job and leave it in the queued state if the Phoenix agent installed on the preferred secondary node gets disconnected and its state is not updated to Phoenix.


After restore to FCI, if a database has the "read-only" property set, the read-only property value is not preserved in the restored database.


The snapshot restore from the SQL Server 2012 to SQL Server 2016 in the Standby mode fails with the SQL7 error.


On the SQL Jobs page, error code values may be truncated and not displayed entirely on smaller screens when the error code has many characters.

Workaround: None

On the SQL Backup Sets page, backup policies with names greater than 10-12 characters may be truncated and not displayed entirely on smaller screens.

Workaround: None

Oracle Issues

Issues Description


Deleting a backup mount fails if a backup job (snapshot upload to the Phoenix Cloud) is in progress or has any pending ZFS snapshots to upload to the Phoenix Cloud.


Re-registering a registered Phoenix Backup Store device fails.


  1. Generate a new or use an existing activation token on the Phoenix Management Console.
  2. Open the Phoenix configuration file, /etc/Phoenix/ORACLE/Phoenix.cfg. Delete the value of the KEY field and save the changes. 
  3. Restart the Phoenix Backup Store service.
  4. Register the Phoenix Backup Store.
PHN-21387 The expired restore points are deleted from the Restore page, however, the count of Restore points displayed on the Phoenix Backup Store details page is not updated for the deleted Restore Points.

VMware Issues

Issue Description


If Backup Proxy loses connectivity with Phoenix Cloud or vCenter Server, the connection status under the Backup Proxies tab appears as "Connected".


Wait for some time to allow the status to change. 


Sometimes, when you restore a virtual machine, the virtual machine properties reflect the default values. 


The restored virtual machine fails to boot with error "Operating system not found". 
After the restore, the boot sequence changes as VMware gives priority to IDE. VMware gives priority to IDE. 


After the restore, change the boot sequence manually.


If you register an instance of Backup Proxy for an ESXi or ESXi or vCenter Server using its IP address, and you register another instance of Backup Proxy for the same ESXi or ESXi or vCenter Server using its FQDN, the ESXi or ESXi or vCenter Server appears twice in the Manage VMware Infrastructure list, once with the IP address, and once with the FQDN. 


If you attempt to delete a snapshot of a virtual machine from the vSphere Client at the time when backup of that virtual machine is complete, the delete operation does not delete the snapshot that Phoenix previously created.

Note: This is by design. Concurrent operations (in this scenario, deleting the snapshot that Phoenix created, and deleted the snapshot that was created from the vSphere Client) on the same virtual machine are not supported. 


Backup fails with the error "device_key" for a virtual machine that has 60 SCSI disks.


Before restore, if the VRDM disk is changed to an independent VRDM, the guest repair will fail.


Virtual machine restore fails with the error "vim.fault.FileAlreadyExists". 
In case of standalone ESX, if the restored virtual machine is deleted from the inventory of its folder and VMX is in the backend.


Rename the folder in the backend in order to restore the virtual machine. 


While configuring the proxy server with the agent or CloudCache, if you misspell the proxy type, the proxy will still be configured successfully with default Socks5 protocol.


During backup, if you update the proxy configuration then the ongoing backup will fail.


The Backup activity report, displays the first VM  backup as Incremental instead of full.


A full restore to an original location of an encrypted virtual machine does not overwrite a VMDK file.


Delete the detached VMDK file after restoring the encrypted virtual machine.


In Linux, if the root folder ("/") is selected for a file restore, the file level restore job ends with the message "Successful with error" and the files are not restored. 


Phoenix does not support backup and restore for virtual machines with disks using NVMe controller. 

Note: Backup and restore for virtual machines with disks using NVMe controller will be supported in a future release. 

ROBO-7164 If a backup proxy version 4.6.xx or earlier is upgraded to a backup proxy version 4.7 or later while a restore to an alternate location is in progress:
  • The restore stops with an incomplete restore
  • The incomplete restore job does not resume after the update is complete. The restore job restarts after the update is complete and the backup proxy creates another virtual machine at destination hypervisor
  • The backup proxy ends up creating two virtual machines at the destination hypervisor instead of resuming the original incomplete restore
ROBO-12018 Default file exclusion fails for Windows Server 2003 virtual machines. Files excluded from backup of Windows virtual machines are: pagefile.sys and hiberfil.sys.

When you perform application-aware restore of MS SQL database on VMware, the following error is encountered intermittently.

Failed to get get_db_filemap_from_metadata. error code: 4001

The error occurs in case the disk attached to the staging VM is not coming online. 


On the staging VM, change the execution policy of the Powershell scripts. Run following commands on Powershell prompt:

  1. Run the following command, to get the current execution policy. ​​​​​​
    If the output is ‘Restricted’, RemoteSigned scripts are not allowed to run.
  2. Run the following command to allow RemoteSigned scripts to run
    Set-ExecutionPolicy RemoteSigned
  3. Retry the restore.
PHN-4716 (SQL Server aware virtual machine backups) Phoenix is unable to back up a database, if the database has a blank space before or after its name. 

DRaaS Issues

Issue Description


If you have backed up a virtual machine with distributed vSwitch and you are restoring that virtual machine on ESX that does have access to distributed vSwitch then the restore fails with an Internal error "VMWARE_VMOMI65535".


Phoenix DRaaS fails to clean up the DR instance when the network connection breaks during the initial part of the failover.


If you restart the Phoenix client service after launching failback, Phoenix marks the failback job as failed. However, if a target virtual machine exists, the failback agent does not delete the failed back virtual machine.

CloudCache Issues

Issue Description

While editing the CloudCache details on the Edit CloudCache Details page, if you select the Backup to Cloud if unable to backup to Cache option and click Save, the checkbox still appears clear. However, the backup will continue to cloud if CloudCache is not connected.

You can view the current state (Enabled/Disabled) of the Backup to Cloud if unable to backup to Cache option on the Summary tab of the Manage CloudCache page.


Group administrators do not receive an email notification if the CloudCache attached to the group is decommissioned.


After the license expires, Phoenix allows you to add volumes to the existing CloudCache. However, Phoenix disallows server backups.


Phoenix does not generate an audit trail for the updated retention period of a backup set attached to a CloudCache.

Hyper-V issues

Issue Description


Phoenix generates empty audit trails for bulk operation failures.

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