Phoenix errors
This topic provides errors that you may encounter while working with Phoenix.
PHOENIX4
Error Message: No such file or directory.
Error Description: This error can occur if the file was present at the time of estimation however it got deleted before the Phoenix agent actually backs up the file. You can encounter this issue at the time of live backup of files and folders on Linux.
Error Solution: Try running the backup job again.
PHOENIX17
Error Message: Failed to connect to Client
Error Description: This error can occur if the Phoenix agent is disconnected from the Phoenix Cloud.
Error Solution: To resolve the error, restart the Phoenix agent 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.
PHOENIX23
Error Message: Failed to read local file.
Error Description: Phoenix agent cannot backup the files if the files are:
- Encrypted
- Temp
- Locked
- Infected
Error Solution: Exclude these files from backup. Ensure that files configured for backup are not exclusively locked by other applications or processes.
PHOENIX32
Error Message: Phoenix 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.
Error Solution: Try running the backup job again.
PHOENIX69
Error Message: Backup successful with errors
Error Description: This error can occur if the files are locked by the operating system or other applications while the backup is in progress.
Error Solution: You can ignore the error message. Phoenix skips the files which are in use and locked by the operating system or other applications. Alternatively, you can configure exclusions under the backup content rule.
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).
PHOENIX82
Error Message: Request not found on Phoenix server, request validation failed.:[Request was no more valid on Phoenix server.]
Error Solution: To resolve the error, retry the job.
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 Description: This error may occur if the Phoenix agent certificate 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 due to the following reasons:
- CloudCache is not accessible due to a network issue
- If the Phoenix agent cannot resolve the CloudCache FQDN
- If the hard disk where the CloudCache is set up is removed from the server
Error Solution: To resolve the error, check network connection from the Phoenix agent to the CloudCache server.
PHOENIX158
Error Message: Backup window expired. 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 and Solution:
See, Possible causes for Phoenix backups failing with the backup window expired error.
PHOENIX159
Error Message: Some files were unable to be Restored/Backed up.
Error Description: A job can fail due to one of the following reasons:
- During Backup:
- No such file or directory exists.
- Failed to read file.
- File Path too long.
- Unable to read file, Permission denied.
- During Restore:
- File Path too long.
- Unable to write file, Permission denied.
Error Solution:
- Check if you have the permission to read the backup location
- Check if file path is not too long (path limit is 259 characters for a normal path and 450 for unicode path)
- Check if you have the permission to write on the restore location
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, reset the credential. For more information see Add vCenter credentials.
PHOENIX175
Error Message: There is not 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.
PHOENIX183
Error Message: Directory is not an absolute path.:[Directory: '<text>' is not an absolute path]
Error Description: This error can occur if you have provided an incorrect path for restore.
Error Solution: To resolve the error, verify the path provided for the restore location on the Phoenix Management Console.
PHOENIX184
Error Message: Directory could not be created.:[Failed to create directory: '<text>']
Error Description: Restore failed because the destination folder could not be created.
Error Solution: Verify the restore destination path manually and then retry the restore again.
PHOENIX186
Error Message: Upload logs job is aborted.
Error Description: This error can occur if the upload logs job is aborted because another upload logs job is already in progress for the same server.
Error Solution: Retry the upload logs job after the existing upload logs job completes. For more information, see Logs.
PHOENIX189
Error Message: Failed to start a backup for the job because the agent on the server restarted.
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 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.
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 the assigned quota.
Error Solution: To resolve the error, check available/allocated quota on the cache server and increase it from the Phoenix Management Console.
PHOENIX204
Error Message: Current timezone could not be fetched/Invalid timezone found on the device.
Error Description: This error can occur if the timezone has not been set on the device or the device has invalid timezone.
Error Solution: Set a valid timezone on the device and retry the operation. A valid timezone can be in the form of America/Los Angeles, Asia/Kolkata, or UTC on the device. Ensure that you check your device settings and set up a valid timezone based on it.
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.
PHOENIX227
Error Message:
For a virtual machine job:
Scheduled backup missed. Failed to connect to Backup Proxy in the backup window.
Error Description: This error can occur if the backup proxy is not connected to Phoenix Cloud during the entire schedule window.
Error Solution: To resolve the error, restart the backup proxy service and check the network connection.
Note: The job is marked failed within 2-4 hours after window expiry.
PHOENIX228
Error Message:
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/SQL server client is not connected to Phoenix Cloud 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.
Error Solution: Increase the backup window if this issue is frequent.
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. [Applicable for VMware file-level restore to virtual machine.]
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.
PHOENIX265
Error Message: Failed to mount NAS device due to invalid credentials.
Error Description: This error occurs when the NAS device credentials provided on the Phoenix Management Console do not match actual NAS device credentials because the credentials are changed after the NAS device is configured for backup.
Error Solution: Update the NAS credentials. For more information, see Update NAS device credentials.
PHOENIX266
Error Message: Scheduled backup missed. Failed to connect to HyperV host in the backup window.
Error Description: This error can occur if the configured host is disconnected from the Phoenix cloud and Phoenix attempts to trigger a scheduled backup job.
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.
Error Solution: Verify if the backup set is deleted on the server page or using the audit trails.
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. This error can occur if Phoenix does not support the SMB/NFS version.
Error Solution: Make sure you map SMB share with a proxy on Windows or map NFS share with a proxy on Linux. Ensure that you are using a support SMB/NFS version.
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. OR
- Invalid location encountered for free space calculation [Free space calculation failed for invalid location]. OR
- Invalid location encountered for free space calculation [Restore standby directory path is invalid].
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: Scheduled backup missed. Failed to connect to NAS proxy in the backup window.
Error Description: This error can occur if the NAS proxy is offline or the Phoenix service is not running on the NAS proxy during the entire schedule window.
Error resolution: To resolve the error, restart the Phoenix service and check the network connection.
PHOENIX304
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.
PHOENIX305
PHOENIX306
PHOENIX315
Error Message: Failed to Map Drive
Error Description: This error can occur if the mapping of the UNC share fails. The mapping of the UNC share may fail if you configure the drive with a letter that is already in use or provide incorrect credentials of the UNC share.
Error Solution: To resolve this error, ensure that you do not configure the UNC share with a drive letter that already exists in the system. Also, provide valid credentials of the UNC share in the configuration command. For example, in the following configuration command, ensure that the Z drive is not already configured as the mounted drive, and provide the valid username and password of the UNC share.
PhoenixControl.exe configure_unc_share Z \\<share>\test <username> <password>
PHOENIX318
PHOENIX322
Error Message: Scanner error.
If the file server backups fail with PHOENIX322 error, see the following article for more information:
Error Solution: Contact Druva Support.
PHOENIX336
Error Message: No drive is configured for backup.
Error Description: This error can occur if all the shares (drives) are added to the Exclude subfolders list in the content rule.
Error Solution: To resolve this error, ensure that you do not add all the shares(drives) to the Exclude subfolders list.