Problem Description
The Druva Agent activation is failing, which is preventing backups from being initiated successfully.
Traceback
The following Windows error is observed in the main_service.log file:
[2022-12-13 15:19:14,667] [ERROR] Error <type 'exceptions.WindowsError'>:exception: access violation reading 0x000003A4642DBF60. Traceback -Traceback (most recent call last): File "client\service_util.pyc", line 102, in __create_config_for_service File "roboLib\roboConfigParser.pyc", line 212, in save File "roboLib\roboConfigParser.pyc", line 230, in saveLocked File "roboLib\roboConfigParser.pyc", line 314, in _encode File "roboLib\roboConfigParser.pyc", line 1066, in secure_encrypt File "roboLib\secureconfig_provider.pyc", line 250, in encrypt File "roboLib\secureconfig_provider.pyc", line 91, in encrypt File "inSyncLib\inSyncDpAPI.pyc", line 80, in Win32CryptProtectData File "inSyncLib\inSyncDpAPI.pyc", line 45, in getData WindowsError: exception: access violation reading 0x000003A4642DBF60
Cause
The “Phoenix.exe” or “EnterpriseWorkloads.exe” process is being blocked, likely by the antivirus or Windows security configurations.
Resolution
Add the Phoenix processes to the antivirus exclusion list:
Avoiding third-party/anti-virus interference with Phoenix AgentAdd the Phoenix processes to Windows Security exclusions:
Add an exclusion to Windows SecurityFollow the steps mentioned in this document to address the access violation error:
How to fix "Exception: Access Violation" error on Windows 10
Additional Notes
The issue is caused by an OS-related conflict that prevents the Phoenix.exe process from functioning correctly.