Problem description
In agentless VMware environments, backup jobs fail consistently or intermittently with the following error on the VMware Backup Proxy:
PHOENIX 187 – Service is not available – Plugin is not in running state
This occurs when the backup proxy is unable to communicate with Druva Cloud or when the proxy agent service stops unexpectedly.
Cause
The Druva Enterprise Workloads VMware plugin service on the backup proxy VM is stopped, unresponsive, or unable to maintain communication with Druva Cloud endpoints.
Traceback
level=error ts=2026-06-20T11:48:39.737811853Z filename=plugin.go:58 Package=plugin method="RouteCommand for vmware" Error="Service is not available Plugin is not in running"
Resolution
Step 1: Restart the Agent Service on the Backup Proxy
SSH into the VMware Druva Backup Proxy virtual machine.
Run the command appropriate for your installed Agent version:
Agent Version 6.x.x:
/etc/init.d/Phoenix restart
Agent Version 7.x.x and later:
service Druva-EnterpriseWorkloads restart
(Note: If restarting the service fails or is not possible, reboot the backup proxy virtual machine).
Wait 2–3 minutes, then log into the Druva Console and check Protect > VMware > Select vCenter / ESXi > Backup Proxies to verify that the proxy displays a Connected status.
Step 2: Verify Network Connectivity & DNS
Ensure the backup proxy can reach required Druva Cloud endpoints over port 443:
Test connection to Druva Cloud endpoints:
nc -v phoenix.druva.com 443
nc -v globalapis.druva.com 443Check DNS resolution:
nslookup phoenix.druva.com
nslookup globalapis.druva.comEnsure outbound traffic to
*.druva.comis permitted through all firewalls, proxies, and security groups.
Verification
From the Druva Console, trigger a manual Backup Now for the affected virtual machine.
Monitor the job under Job Details to confirm the backup completes successfully.