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Druva Documentation

Phoenix errors

This topic provides errors that you may encounter while working with Phoenix. 

PHOENIX1

Error Message:  Phoenix internal error

Error Solution:  Contact Druva Support

PHOENIX4

Error Message: File does not exist for received input during backup or restore.

Error Description:  This error can occur because of one of the following reasons:

  • During restore if the input received by the Phoenix agent is incorrect.
  • During backup, if the file that is to be uploaded to Phoenix Cloud is not found in the system.

Error Solution: Contact Druva Support

PHOENIX17

Error Message:  Failed to connect to Client

Error Description: This error can occur if the client is disconnected from the Phoenix Cloud.

Error Solution:  To resolve the error, restart the client and check the network connectivity.

PHOENIX19

Error Message:  RPC version mismatch.

Error Description: This error can occur if the RPC payload size exceeds the maximum allowed size.

Error Solution:  Contact Druva Support.

PHOENIX32

Error Message:  Server administrator has disallowed backup at this time. Retry later.

Error Solution:  Contact Druva Support

PHOENIX34

Error Message:  Dropped network connection.

Error Description: This error can occur if the client is disconnected after triggering the backup.

Error Solution:  To resolve the error, check the client network connection and re-trigger the backup.

PHOENIX54

Error Message:  Failed to take snapshot.

Error Description: The error can occur because of one of the following reasons:

  • The source server is out-of-memory or other system resources.
  • The writer is not operating properly.
  • Ensure that VSS service is running. 
    For more information, see the error log.
  • The specified writer does not exist. 
  • An unexpected error.
    For more information, see Event and Error Handling listed under VSS.

Error solution (for Hyper-V hosts): Disable backup(volume checkpoint) in integration service or install integration service on the virtual machine guest operating system and try again. 

PHOENIX64

Error Message:  Phoenix internal error

Error Description: This error can occur if:

  • The files being backed up by the Phoenix agent are deleted or not present at the location.
    OR
  • In case of the MS-SQL server, if the DB file is directly present on the drive during the backup.

PHOENIX72

Error Message: Failed while reading file-system structure.

Error Description: This error can occur if the file system reports an error during the estimation or backup phase.

Error Solution: To resolve the error, ensure that the file system is healthy with respect to disk space and mount points, and has no disk corruption.

PHOENIX75

Error Message:  Administrator canceled the request

Error Solution:  Trigger a new request (if needed).

PHOENIX81

Error Message: Server not ready. Try later.

Error Solution: Contact Druva Support

PHOENIX82

Error Message:  Request not found on Phoenix server, request validation failed.:[Request was no more valid on Phoenix server.]

Error Description: This error can occur if,

  • Another request is in the process when the new request was initiated.
  • Backup set is disabled.

Error Solution:  To resolve the error,

  • Trigger a new request.
  • Enable the backup set and trigger a new request.

PHOENIX109

Error Message:  RPC method not supported.

Error Description: This error can occur if you are executing a feature on an unsupported agent.

Error Solution:  To resolve the error, upgrade the agent.

PHOENIX110

Error Message: The session is invalid.    

Error Solution:  Contact Druva Support.

PHOENIX146

Error Message: Requested CloudCache Server does not exist.

Error Description: This error can occur if you have only configured backup to CloudCache and the CloudCache server has network connection drop for more than 10 minutes.

Error Solution:  To resolve the error, check network connection on the cache server.

PHOENIX158

Error Message: Restore point not created as the backup could not be completed in the available backup window. The backup will resume in the next scheduled window.

Error Description: This error may occur if the:

  • The request did not complete in the scheduled window.
  • A job has started processing but could not complete in the window duration. 

Note:

  • The progress logs are updated until the Phoenix client is active in the backup schedule window. 
  • A new job is created for the next scheduled job. The status of the current job does not change.

Error Solution:  To ensure you do not get the same error:

  • Adjust the time for the scheduled window.
  • Run Backup Now instead of the scheduled job, to avoid this message for long running jobs. You will not encounter this message as Backup Now runs without any duration constraint.
  • Set the value of the Duration field in Backup Policy to '0' while configuring the server for backup. Zero duration indicates an unlimited duration in backup policy. This will enable the job to run without any scheduled window in case it is a long-running job. It can later be modified for incremental backups.

PHOENIX159

Error Message:  Some files were unable to be Restored/Backup.

Error Description: This error may occur for File server and SQL server.

Error Solution:  To resolve the error:

  • Trigger a new request.
  • If the problem persists, contact Druva Support.

PHOENIX168

Error Message: Phoenix internal error

Error Description: This error can occur if:

  • Two virtual disks with the same unique identifier (UID) are attached to the same virtual machine.
  • virtual machine contains multiple virtual disks that point to the same VMDK file.

Error Solution: Contact Druva Support.

PHOENIX170

Error Message:  Invalid credentials [ Invalid VCenter/ESXi host credentials (<host_id or vCenter name or ip)]

Error Description: This error can occur if you change credential for Vcenter/ ESX host and then do not add the updated credential to the backup proxy.

Error Solution:  To resolve the error:

PHOENIX175

Error Message:  There is no enough space on disk for operation.:[Restore operation can't take place due to disk space is not enough. Required space = <value> and available space on disk = <value>]

Error Solution:  Ensure that the destination restore path has sufficient space.

PHOENIX178

Error Message:  The current hostname does not match with the original application server.:[Original application server name : <text>, current application server name : <text>.]

Error Description: This error occurs if the hostname is changed.

Note: Do not change the host name.

PHOENIX180

Error Message:  Could not find the custom directory path specified in Phoenix configuration file.:[Path: '<path_value>']

Error Description: This error can occur if the agent could not find the custom directory path because: 

  • The file was not present at the required location. OR 
  • Due to some other error.

Error Solution:  To resolve the error, list the correct custom directory path in Phoenix.cfg file.

PHOENIX183

Error Message:  Directory is not an absolute path.:[Directory: '<text>' is not an absolute path]

Error Solution:  To resolve the error, manually enter restore path through UI.

PHOENIX184

Error Message:  Directory could not be created.:[Failed to create directory: '<text>']

Error Solution:  The path to restore destination may be invalid.

PHOENIX186

Error Message:  Backup job is aborted if a new request is raised during the ongoing backup.:[Backup job aborted because another backup job for this server was in progress when this backup job was triggered. Start time for this backup job: <time> Completion time for previous backup job: <time>]

Error Description: This error can occur if the request was aborted due to of one following reason:

  • If it was an old request.
  • If the request was scheduled in the time frame of another request.
  • If the request was aborted by Phoenix client.

PHOENIX187

Error Message:  Phoenix internal error

Error Solution:  Contact Druva Support.

PHOENIX189

Error Message:  Failed to start a backup for the job because the agent on the server restarted.[Agent restarted. Failing the queued backup job.]

Error Description: This error occurs if Phoenix services restart and the queued and ongoing requests fail.

Error Solution:  To resolve the error, trigger a new request.

PHOENIX194

Error Message:  Operating system failed to start the specified Failed to start the VSS service.:[Failed to start the VSS.] OR

                                      Operating system failed to start the specified service.:[Failed to start SQL Writer Service.]

Error Description: This error occurs if the SQL writer is in an unstable state.  To determine the state,  run the vssadmin list writers.

Error Solution:  To resolve the error:

  •  Ensure that the service exists.
  • Check if the service is enabled.

PHOENIX196

Error Message: Lost Backup request due to server restart.

Error Description: This error occurs if the server restarts during a backup process.

PHOENIX197

Error Message: Lost Restore request due to server restart .

Error Description: This error occurs if the server restarts during a restore process.

PHOENIX199

Error Message: Cache quota limit exceeded.

Error Description: This error can occur if you have only configured backup to cache and the cache server has exceeded assigned quota.

Error Solution: To resolve the error, check available quota on the cache server.

PHOENIX205

Error Message: Empty source list found. [restore job doesn't have any RP to restore]

Error Solution: To resolve the error, backup the virtual machine.

PHOENIX217

Error Message: Phoenix internal error.

Error Solution: Contact Druva Support.

PHOENIX220

Error Message: Backup Proxy is being replaced.

Error Solution: To resolve the error, wait until the replacement completes.

PHOENIX221

Error Message: VM is being reconfigured to another backup proxy.

Error Solution: To resolve the error, wait until the virtual machine is successfully reconfigured.

PHOENIX222

Error Message: Agent upgrade has failed.

Error Solution: Contact Druva Support.

PHOENIX227

Error Message:  

For a virtual machine job:
Scheduled backup missed. Failed to connect to Backup Proxy in the backup window.

For non-virtual machine job:
Scheduled backup missed. Failed to connect to the client in the backup window.

Error Description:  This error can occur if the File server client or backup proxy is not connected during the entire schedule window.

Error Solution:  To resolve the error, restart the client service and check the network connection.

Note: The job is marked failed within 2-4 hours after window expiry.

PHOENIX228

Error Message:  

For a virtual machine job:
Scheduled backup missed. Failed to connect to Backup Proxy in the backup window.

For non-virtual machine job:
Scheduled backup missed. Failed to connect to client in the backup window.

Error Description:  This error can occur if the File server client or backup proxy is not connected during the entire schedule window.

Error Solution:  To resolve the error, restart the client service and check the network connection.

Note: The job is marked failed within 2-4 hours after window expiry.

PHOENIX229

Error Message:  Failed to connect to backup proxy or the backup proxy pool was busy.

Error Description:  This error occurs for a Backup Now job if:

  • None of the backup proxies in the pool are connected. 
    OR
  • The backup proxy pool is busy to pick up another job as it is already handling backup and restore jobs to its maximum limit.

Error Solution: To resolve the error:

  • Restart the backup proxy service only if the backup proxies are disconnected.
  • If the backup proxy is handling jobs to its maximum limit, wait for the queued jobs to complete and the new to be picked.

Note: The Backup Now job is in a queued state for 24 hours before it fails.

PHOENIX230

Error Message: Backup job skipped as the scheduled backup window expired. The client was busy processing another job. 

Error Description: This could occur if the scheduled backup could not start since the schedule window expired due to another running job.

PHOENIX231

Error Message: Scheduled backup missed. Failed to connect to Backup Proxy or the Backup Proxy pool was busy in the backup window. 

Error Description: This error occurs for a Scheduled job if:

  • None of the backup proxies in the pool are connected. OR

  • The backup proxy is handling backups and restore to its maximum limit.

Error Solution: To resolve the error:

  • Restart the backup proxy service.
  • If the backup proxy is handling jobs to its maximum limit, wait for the queued job to complete and the new to be picked.

Note: The job is marked failed 2 hours after window expiry.

PHOENIX233

Error Message: Can not start DR restore, No proxy is reachable for the server.

Error Description: This error can occur if, the cloud proxy is not connected when DR restore is triggered.

Error Solution: To resolve the error, check if cloud proxy and network connection and trigger a new restore request.

PHOENIX242

Error Message: Backup job skipped as another log backup job is in progress

PHOENIX243

Error Message: Backup job skipped because previous full or differential backup job failed or canceled.

PHOENIX247

Error Message:  Backup canceled as restore triggered on the same client.

Error Description: This error occurs if you cancel an ongoing backup request and trigger a restore request.

PHOENIX248

Error Message: Backup job skipped as the Pre script execution failed

Error Description: This error occurs when you configure to skip backup operation for the pre-backup script execution failure, and the pre-backup script execution fails.

Error Solution: To resolve the error:

  • Ensure that the pre-backup script is not erroneous.
  • Clear the Pre-script execution fails option in the File server backup policy to allow backup execution upon script failure.

PHOENIX249

Error Message: Failing backup job as the Pre-script not found at specified location on server

Error Description: This error occurs if you configure to skip the backup operation when the pre-backup script is unavailable at the location specified for script execution, and the pre-backup script does not exist at the specified location.

Error Solution: To resolve the error:

  • Ensure that the pre-backup script is available at the location specified for script execution.
  • Clear the Pre-script is not present at the specified location option in the File server backup policy to allow backup execution.

PHOENIX250

Error Message: Failed to start a restore for this queued job because the agent on the server restarted.

Error Description:  This error occurs, if the Phoenix agent restarts during the file restore operation, the job is not retried as Phoenix does not store any guest OS credential.

PHOENIX264

Error Message:  The NAS Proxy Entry is already present for given name and type.

Error Description: This error occurs when you try to activate a NAS Proxy which is already activated.  

PHOENIX265

Error Message: Failed to mount NAS device due to invalid credentials.

Error Description: This error occurs when you provide invalid credentials while adding a NAS device.

Error Solution: Give valid NAS credentials

PHOENIX267

Error Message: Backupset deleted

Error Description: This error occurs when a job for a backup set is in progress and you delete the backup set.

PHOENIX289

Error Message:  Failed to mount NAS device as selected drive letter is already in use.

Error Message: This error occurs if the drive letter used to map the NAS device is already used by the local disk partition or another network device.

Error Solution: Unmount the drive letter which is getting mapped and try to mount the device with a different drive letter.

PHOENIX290

Error Message: Failed to mount NAS device due to connection time out.

Error Description: This error occurs when there is a disconnect between NAS proxy and the NAS device. This error occurs only for NFS share.

Error Solution: Check and restore the connectivity between the NAS Proxy and the NAS device. 

PHOENIX291

Error Message: Failed to mount NAS device as NFS mount protocol not supported.

Error Description: This error occurs when you try to map an SMB share with a proxy on Linux or NFS share with a proxy on Windows.

Error Solution: Make sure you map SMB share with a proxy on Windows or map NFS share with a proxy on Linux.

PHOENIX292

Error Message: Failed to unmount because same mount path is already in use.

Error Description: Phoenix creates a mount path on the NAS Proxy before mounting the NFS share for backup. If the share fails to mount,  the unused mount path continues to reside on the NAS Proxy. During the next backup, if Phoenix fails to flush the old or unused mount path, this error appears. This error occurs only for NFS shares.

Error Solution:  Manually delete the old mount paths before the next backup.

PHOENIX293

Error Message: Failed to mount NAS device due to access denied by the server during mount.

Error Description: If Phoenix does not have the right permissions to access and mount the NAS device on the proxy, this error appears. This error occurs only for NFS shares.

Error Solution: Ensure that Phoenix has the right network permissions to access the NAS device.

PHOENIX284

Error Message: The server is in an unconfigured state.

Error Description: This error occurs if the server is not configured for backup.

Error Solution: Ensure that you configure the server with a backup set.

PHOENIX285

Error Message: Log Backup Job skipped for AG as another backup job is in progress on another node.

Error Description: This error occurs if a scheduled log backup job is skipped due to some ongoing backup job on another node of the availability group.

Error Solution: To resolve this error, retry the log backup after the ongoing backup jobs on the availability group complete.

PHOENIX286

Error Message: Full/Differential Backup Job skipped for AG as another backup job is in progress on another node.

Error Description: This error occurs if a scheduled full or differential backup job is skipped due to some ongoing backup job on another node of the availability group.

Error Solution: To resolve this error, retry the log backup after the ongoing backup jobs on the availability group complete.

PHOENIX297

Error Message: Invalid location provided for restore operation.

Error Description: This error can occur if an invalid location is provided for the restore operation.

Error Solution: Ensure that you provide a valid location to restore the data.

PHOENIX299

Error Message: Folders configured for backup are not found on the server.

Error Description: This error can occur if no folders from the policy can be found on the server for backup.

Error Solution: Please remove misconfigured/non-existent folders from the policy.

PHOENIX300

Error Message: No File Restored.

Error Description: This error can occur if files are not restored during the restore operation. Phoenix agent marks the job as failed.

PHOENIX301

 
Error Message: Disk I/O Error or no free disk space
 
 Error Description: This error can occur if the disk has I/O error or there is no free disk space available on storage.
 
Error resolution: Ensure there are no storage issues on the disk such as availability of free disk space or I/O errors.