Phoenix errors

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
• 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).

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
• 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.