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Nutanix AHV Backup Proxy is in a Disconnected state

Nutanix AHV Backup Proxy is in a Disconnected state

Updated over a week ago

Problem description

  • Druva Backup Proxy for Nutanix is in a Disconnected state. Restarting the service does not resolve the issue.

  • You are able to successfully ping the Prism IP.

Traceback

The main_service logs show the following errors:
​level=error ts=2025-05-28T11:11:27.502528018-04:00 filename=main.go:176 message="Failed to authenticate via header function"

level=error ts=2025-05-28T11:11:27.50264217-04:00 stack="Service PhoenixAHVConfig is unavailable\ngoroutine 1

level=error ts=2025-05-28T13:44:16.181477002-04:00 filename=network.go:122 message="Failed to list network" error="yaml: line 2: did not find expected alphabetic or numeric character"

Steps to Verify:

  1. Check port connectivity to the Prism Host:

    nc -vz <Prism_Host_Name> 9440

  2. Verify DNS resolution:

    nslookup <Prism_Host_Name>

  3. Use the ProxyConf tool to check if the proxy can correctly read the network configuration:

    1. ProxyConf

    2. Press 5 for Configure network

    3. Press 1 for List network interfaces

    4. If the Netplan YAML file is misconfigured, you will see an error like:

      Failed to list network.

      Reason: yaml: line 2: did not find expected alphabetic or numeric character

Cause:

The issue is caused by a name resolution failure due to a misconfigured or malformed Netplan YAML file. As a result, the proxy is unable to resolve the Prism’s hostname, and network-related operations (such as listing interfaces) also fail.

Resolution:

Update and correct the DNS configuration in the Netplan YAML file by following these steps:

  1. Log in to the Druva Backup Proxy VM via SSH or console with a user that has sudo privileges.

  2. Identify the Netplan configuration file, typically found in:

    /etc/netplan/

  3. Common filenames include 01-netcfg.yaml or 00-installer-config.yaml.

  4. Edit the file using a text editor:

    sudo nano /etc/netplan/01-netcfg.yaml

  5. Correct any YAML formatting issues and ensure DNS servers are properly defined. Example configuration:
    ​

    network:  version: 2  ethernets:    eth0:      dhcp4: no      addresses:        - 192.168.1.10/24      gateway4: 192.168.1.1      nameservers:        addresses:          - 8.8.8.8          - 8.8.4.4


    ​

    ⚠️ Use spaces only for indentation (no tabs), and ensure correct YAML structure.

  6. Save the file and apply changes:

    sudo netplan apply

  7. Re-test DNS resolution:

    nslookup <Prism_Element_Name>

  8. Re-run ProxyConf:

    1. Press 5 → Configure network

    2. Press 1 → List network interfaces

    The tool should now successfully list the network interfaces.

  9. Restart the Druva Backup Proxy service or reboot the VM if necessary.

    systemctl restart Phoenix

Verification:

  • Refresh Druva Console and check the Proxy Connectivity.

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