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Druva Documentation

Troubleshoot common scenarios

Phoenix Editions: File:/tick.png Business File:/cross.png Enterprise File:/tick.png Elite

This topic lists the scenarios that you might frequently encounter while executing backup and restore for File servers.

Phoenix agent is unable to create VSS snapshot

Resolution: If you are using Microsoft native VSS, ensure that the VSS service is running. You can access Windows Task Manager and verify that the status of Volume Shadow Copy (VSS) service is running.

If you are using third-party VSS provider, ensure that you have configured Phoenix agents to recognize the third-party VSS provider. For more information, see Configure Phoenix agent to recognize a VSS provider.

Discrepant current source details for Windows 2012 File server

Resolution: Phoenix supports backups and restores of the data deduplication-enabled volumes on Windows 2012 File server and later. If you have enabled the data de-duplication feature on your server and observe any disparity between the total used space on the server and the current source size displayed on the Servers details page, run the following Windows PowerShell commands.

Get-DedupVolume | format-list

Backup fails for shared network drives mounted as a nested folder

If a network drive or a shared drive is mounted as a folder within another folder on a computer, Phoenix agent fails to recognize it and its backup fails. 

Resolution: To back up a  network drive, mount the drive as a shared drive on your computer and ensure that the Phoenix agent recognizes it. To let the Phoenix agent recognize the mapped drive, see Backup network drives with Phoenix

Backup completed with errors

The following table lists the error messages that you may encounter upon the completion of backup and their corresponding details and resolution.

Error message Description and/or resolution
Failed to read encrypted file Phoenix agent does not support backup of encrypted files. The admin users can exclude encrypted files from the backup.
Failed to open file If an application has an exclusive lock, then Phoenix agent does not back up the file. 
Failed to read at offset This is a generic OS error and indicates that the file might be corrupt. Check file system integrity.
File/Folder inaccessible during estimation Usually, this error comes up for temporary files and indicates that the files were removed during the backup cycle from their location. The admin users can exclude temporary files from the backup.