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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: 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

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

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. 

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 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

Error Solution:  To resolve the error, check network connection from the Phoenix agent to the CloudCache 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/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:

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.

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.

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.

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.

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

 
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 Windows/Linux server.
 
Error Solution: Ensure there are no storage issues on the disk such as availability of free disk space or I/O errors.