This topic provides errors that you may encounter while working with Druva.

Error Message: Phoenix internal error

Error Solution: Contact Support.

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 Hybrid Workloads 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.

Error Message: Failed to connect to Client

Error Description: This error can occur if the Hybrid Workloads agent is disconnected from the Cloud.

Error Message: RPC version mismatch.

Error Description: This error can occur if the RPC payload size exceeds the maximum allowed size.

Error Solution: Contact Support.

Error Message:Invalid configuration file.

Error Solution: Contact Support.

Error Message:Failed to read local file.

Error Description: Hybrid Workloads agent cannot backup the files if the files are:

Error Solution: Exclude these files from backup. Ensure that files configured for backup are not exclusively locked by other applications or processes.

Error Message:Incorrect context. Retry the operation.

Error Solution: Contact Support.

Error Message: Administrator has disallowed backup at this time. Retry later.

Error Solution: Contact Support.

Error Message: Dropped network connection.

Error Description: This error can occur if the client is disconnected before or after triggering the backup or restore.

Error Solution: To resolve the error, check the client network connection and re-trigger the backup or restore.

Error Message:Path too long.

Error Solution: Upgrade the File Server agent or NAS proxy to the latest version.

Error Message: Failed to take recovery point.

Error Description: The error can occur because of one of the following reasons:

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.

Error Message: Phoenix internal error

Error Description: This error can occur if:

Error Solution: Try running the backup job again.

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. Druva 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.
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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.

Error Message: Administrator canceled the request

Error Solution: Trigger a new request (if needed).

Error Message: Server not ready. Try later.

Error Solution: Contact Support.

Error Message: Request not found on Druva server, request validation failed.:[Request was no more valid on Druva server.]

Error Solution: Contact Support.

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.

Error Message: The session is invalid.

Error Description: This error may occur if the Hybrid Workloads agent certificate is invalid.

Error Solution: Check for any SSL Terminating Agent.

Error Message:Internal Application Error.

Error Solution: Contact Support.

Error Message:Server with same name already exists.

Error Solution: Contact Support.

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(R1) or 30 minutes(R2) due to the following reasons:

Error Solution: To resolve the error, you can try one of the following resolutions:

Error Message:Agent aborted the operation.

Error Solution: Retry operation or contact Support.

Error Message: Backup window expired. Recovery 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 andSolution:

See, Possible causes for Druva backups failing with the backup window expired error.

Error Message: Some files were unable to be Restored/Backed up.

Error Description: A job can fail due to one of the following reasons:

Error Solution:

Error Message: Phoenix internal error

Error Description: This error can occur if:

Error Solution: Contact Support.

Error Message: Invalid credentials

Error Description: This error can occur if you change the credential for Vcenter/ ESX host/ Prism 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. To upgrade Nutanix Prism credentials, click Update Credentials on the Prism page.

Error Message:Backup Proxy unsupported operation.

Error Solution: Contact Support.

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.

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 Management Console.

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.

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.

Error Message: Phoenix internal error

Error Solution: Contact Support.

Error Message: Failed to start a backup for the job because the agent on the server restarted.

Error Description: This error occurs if Hybrid workloads Agent Client Service restart and the queued and ongoing requests fail.

Error Solution: To resolve the error, trigger a new request.

Error Message: Backup window expired.

Error Description: This error occurs if the backup window expires while processing a job.

Error Solution: To resolve the error, re-trigger the backup job. Or try increasing the backup window and then trigger a new backup job.

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:

Error Message:Cannot start an already ended job.

Error Solution: Job is already finished. If required, retry the backup or the restore job.

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 Management Console.

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.

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.

Error Message: Phoenix internal error.

Error Solution: Contact Support.

Error Message: Agent upgrade has failed.

Error Solution: Contact Support.

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 Druva Cloud during the entire schedule window.

Error Solution: To resolve the error, restart the backup proxy service and check the network connection.

📝 Note
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​ The job is marked failed within 2-4 hours after window expiry.

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 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.

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:

Error Solution: To resolve the error:

📝 Note

​ The Backup Now job is in a queued state for 24 hours before it fails.

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.

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:

Error Solution: To resolve the error:

📝 Note
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​The job is marked failed 2 hours after window expiry.

Error Message: Cannot 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.

Error Message: Backup job skipped as another log backup job is in progress.

Error Message: Backup job skipped because previous full or differential backup job failed or canceled.

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.

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:

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 and the pre-backup script is unavailable at the location specified for script execution.

Error Solution: To resolve the error:

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 Hybrid Workloads agent restarts during the file restore operation, the job is not retried as Druva does not store any guest OS credential.

Error Message:Backup set for virtual machine is not configured or backup set not in the correct state.

Error Solution: Contact Support.

Error Message: Failed to mount NAS device due to invalid credentials.

Error Description: This error occurs when the NAS device credentials provided on the 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 example, fqdn\Username or Domain\Username. For more information, see Update NAS device credentials.

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 Druva Cloud and Druva attempts to trigger a scheduled backup job.

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.

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.

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.

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 Druva 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.

ErrorMessage:Failed to unmount because same mount path is already in use.

Error Description:Druva 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 Druva 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.

Error Message:Failed to mount NAS device due to access denied by the server during mount.

Error Description:If Druva 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 Druva has the right network permissions to access the NAS device.

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.

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.

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.

Error Message:

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.

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.

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 Hybrid workloads Agent Client Service is not running on the NAS proxy during the entire schedule window.

Error resolution: To resolve the error, restart the Hybrid workloads Agent Client Service and check the network connection.

Error Message:No File Restored.

Error Description:This error can occur if files are not restored during the restore operation. Hybrid Workloads agent marks the job as failed.

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.

Error Message: NAS Share configuration is incorrect. Error Description: This error can occur if the path of the SMB NAS share is incorrect. Error Solution: To resolve this error, enter only the share name without the share path for the SMB NAS share. For example, for the following NAS share path, enter only SHARE1 as the NAS name: \\SERVER01\SHARE1

Error Message: Failed to Map Drive

Error Description: This error can occur if the mapping of the UNC share fails. The mapping of the UNC share may fail if you configure the drive with a letter that is already in use or provide incorrect credentials of the UNC share.

Error Solution: To resolve this error, ensure that you do not configure the UNC share with a drive letter that already exists in the system. Also, provide valid credentials of the UNC share in the configuration command. For example, in the following configuration command, ensure that the Z drive is not already configured as the mounted drive, and provide the valid username and password of the UNC share.
​PhoenixControl.exe configure_unc_share Z \\<share>\test <username> <password>

Error Message: Failed current retriable backup job, as new backup job is queued for same backupset. Error Description: This error can occur if a backup job for a backup set fails and attempts a backup retrial operation, and another backup job of the same backup type such as a full, differential or log for the same backup set is scheduled for execution. In such a case, the full and differential backups are purged by the incoming full or differential backup of the same backup set, however, the log backups are purged by only the log backups of the same backup set.

Error Message:Service is unavailable.

Error Solution: Upgrade the client to the latest version.

Error Message:Scanner error.

If the file server backups fail with PHOENIX322 error, see the following article for more information:

https://docs.druva.com/Knowledge_Base/Phoenix/Troubleshooting/File_Server_backups_from_Linux_server_fail_with_Phoenix322_error

Error Solution:Contact Support.

Error Message:No drive is configured for backup.

Error Description:This error can occur if all the shares (drives) are added to the Exclude subfolders list in the content rule.

Error Solution:To resolve this error, ensure that you do not add all the shares(drives) to the Exclude subfolders list.​​​​​​

Error Message:Failed to initialize USN Journal.

Error Description:This error can occur when the USN Journal initialization fails on the Windows operating system.

Error Solution:Check the free disk space and Windows event logs.
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Error Message: Service unavailable.

​Error Description: REST API calls failed due to the temporary unavailability of the target Cloud service.

​Error Solution: Retry the same operation after some time.

Error Message: Skipping sync as the File/Folder is a symlink.

Error Solution: Upgrade the File Server agent or NAS proxy to the latest version.

Error Message: Scheduled backup missed. Failed to connect to client in the backup window.

Error Description: This error can occur if the client is disconnected in the backup window time.

Error Solution: To resolve this error, trigger the backup job after connecting the client.

Error Message:Could not trigger restore scan.

Error Description:This error can occur if the restore scan job is not triggered.

Error Solution:To resolve this error, trigger the restore scan. If you face this error frequently, contact Support.

Error Message:Restore scan failed.

Error Description:This error occurs when a triggered restore scan job fails due to some reason.

Error Solution:To resolve this error, trigger the restore scan. If you face this error frequently, contact Support.

Error Message: Malicious files found.

Error Description: This error occurs when files being restored are found to be malicious. These files are blocked from the restore.

Error Solution: To resolve this error, contact Support.

Error Message: Administrator canceled the restore scan.

Error Description: This error appears when the restore scan job is canceled by the Enterprise Workloads Administrator from the Druva Cloud Platform Console.

Error Solution: To resolve this error, contact Support.

Error Message: Possible clone detected using machine UUID.

Error Description: This error can occur when there is a cloned Windows or Linux server of an already registered Druva File server.

Error Solution: If you want to use the cloned server for further backups and restores, then stop the Hybrid workloads Agent Client Service on the original server, reactivate the Hybrid Workload agent on the cloned server, and restart the Hybrid workloads Agent Client Service. For more information on reactivation, see Server re-registration.

Error Message: Possible clone detected using service start time.

Error Description: This error can occur when there is a cloned Windows or Linux server of an already registered Druva File server.

Error Solution: If you want to use this server for further backups and restores, then stop the Hybrid workloads Agent Client Service on the cloned server, and restart the Hybrid workloads Agent Client Service on the server where the error has occurred.

Error Message: Incompatible proxy version for Isilon configured NAS device.

Error Description: Current proxy version does not support skipping of stubs and faster incremental backups for Dell EMC Isilon devices.

Error Solution: Make sure that the current proxy version is greater than 5.0.2 to support skipping of stubs and faster incremental backups for Isilon devices.

Error Message: Failing backup job as the Pre-script not found at specified location on NAS proxy.

Error Description: This error occurs if you configure to skip the backup operation and the pre-backup script is unavailable at the location specified for script execution.

Error Solution: To resolve the error:

Error Message: Job failed due to access denied error.

Error Description: This error can occur if a backup/restore job fails when the user does not have the right permissions on the backupset or share.

Error Solution: Check if the user has the right permissions on the share.

Error Message: Client internal error.

Error Description: This error can occur when a backup job fails with an internal error.

Error Solution: Check the backup job logs for additional details.

Error Message: Backup cancelled as another backup is being processed for the same VM.

Error Description: If you trigger a backup job using the Backup Now option when another backup is running/queued for the same VM, the running/queued backup job will be cancelled to give priority to the newly triggered backup job.

Error Message: Error in IRFS process creation.

Error Description: This error can occur if the root partition on the Linux CloudCache server is out of free disk space. This error can also occur if the CloudCache server is low on resources like RAM.

Error Solution: Delete old IRService and IRFS logs from /var/log/PhoenixCloudCache or /var/log/PhoenixCloudCache/irfs/. Delete any unwanted instantly restored VMs if the CloudCache server is low on resources.

Error Message: Internal error.

Error Description: Restarting the Linux CloudCache service (IR service) during an Instant Restore job may cause this error and must be avoided.

Error Solution: Ensure that the Linux CloudCache (IR Service) service is running and then retry the job. If the issue persists, contact support.

Error Message: NFS export failed.

Error Description: This issue can occur if the IRService fails to export the NFS share because the NFS service is down or there are stale entries in the /etc/exports file.

Error Solution:

Error Message: Issue in NFS export config file.

Error Description: This issue can occur when there is a problem with the NFS export file, and the IRService fails to add a new export entry in the /etc/exports file on the Linux CloudCache server.

Error Solution: Check the /etc/exports file for any stale export entries or incorrect syntax. Delete stale export entries if any. Run the command exportfs -a

Error Message: One or more data blocks of restore recovery point not present on cloudcache.

Error Description: This issue can occur when a few data blocks of the selected recovery point are not present on the Linux CloudCache server. This may happen when:

Error Solution:

Error Message: Failed to mount NAS device with Windows error: The network location cannot be reached.
​Error Description: This error occurs when the network location is unreachable due to network issues such as DNS issues, domain issues, and so on.
​Error Solution: Check the network connection between the client and the NAS device.

Error Message: Failed to mount NAS device with Windows error: An extended error has occurred.
​Error Description: This Windows network-related error occurs due to misconfigured user credentials, DNS cache, and TCP/IP stack.
​Error Solution: Check the network issues mentioned in the error description.

Error Message: Failed to mount NAS device with Windows error: A device attached to the system is not functioning.
​Error Description: This error occurs when the NAS device is not accessible from the client due to connection issues.
​Error Solution: Check the network connection between the client and the NAS device.

Error Message: Failed to mount a NAS device with Windows error: There are currently no servers available to service the logon request.
​Error Description: This issue may occur due to various reasons, but generally its occurs due to the DNS issue.
​Error Solution: Ensure that the client system is pointing to a valid server for DNS resolution.

Error Message: Failed to mount NAS device with Windows error: Multiple connections to a server or shared resource by the same user, using more than one user name is not allowed.
​Error Description: This is a Windows limitation as there cannot be multiple connections to a device from the same user at the same time.
​Error Solution: Restart the proxy machine.

Error Message: Failed to mount NAS device with Windows error: The specified network name is no longer available.
​Error Description: This error occurs due to:

Error Solution: Depending on the root cause, either temporarily disable the antivirus settings, or enable the support for SMB 1.0 from Windows settings.

Error Message: Failed to mount NAS device with Windows error: The network name cannot be found.
​Error Description: This error occurs if the NAS proxy is offline or has connection issues due to which the Hybrid Workloads agent is not able to find the given network name.
​Error Solution: Check the connection status of the NAS device.

Error Message: Failed to mount NAS device with Windows error: The network path was not found.
​Error Description: This error occurs if the Hybrid Workloads agent is unable to find the given network path when the:

Error Solution: To resolve this error, verify if the network path exists on the NAS device and exported as share on the NAS proxy.

Error Message: Invalid absolute path.
​Error Description: This error occurs while specifying the path during restore. An error can occur if the absolute path provided is not valid. Provide destination path as the absolute path.

Error Solution: Make sure you provide a valid path in the case of Windows. For Linux, the path must start with a slash (/).

Error Message: Drive does not exist for a given input.
​Error Description: This error occurs when the Windows drive input is invalid. For example, if C:\, E:\, and F:\ are valid drives, and you provide K:\ drive as the restore location that does not exist, then this message is displayed.

Error Solution: You must provide a valid drive in the case of Windows.

Error Message: Permission is not available at the restore destination.
​Error Description: This error can occur if the restore location does not have the required permissions to complete the restore.

Error Solution: To resolve the error, validate the access or write permissions at the restore location.

Error Message: Environment issues: <issue>
​

Error Description: This error can occur if you have environmental issues. The exact error is captured as <issue> in the Error Message.

Error Solution: To resolve this error, verify the restore permissions by manually creating a sample file. Once the error is resolved, the pre-checks are successful, and subsequently, restore will also be successful.

Error Message: First recovery point has not been created.

Error Description: You may run into this error if you've quarantined a backup set in Ransomware Recovery whose first backup hasn't run yet.

Error Solution: Run the first backup for this backup set.

Error Message: Recovery point is quarantined.

Error Description: This recovery point and any linked recovery points have been quarantined. You cannot restore any data from these recovery points.

Error Solution: If you are sure this recovery point is not afflicted with ransomware, unquarantine the recovery point from the quarantine bay and retry the restore. For more information, see Ransomware Recovery for Virtual Machines (VMware). Select an alternate recovery point for restore if this recovery point has been quarantined on purpose.

Error Message: CloudCache Data Disk IO error.

Error Description: This error can occur if there is an error while reading from/writing to the CloudCache Data Disk.

Error Solution: To resolve the error, please check the CloudCache Data Disk for potential reasons that could raise IO error.

Error Message: CloudCache not reachable.

Error Description: As CloudCache is not reachable, the restore cannot be completed. Some data blocks needed for restore are present on CloudCache and not yet uploaded to Cloud.

Error Solution: Please check the connectivity of CloudCache with the backup agent and cloud services.

Error Message: Scheduled backup is skipped as another backup is in progress for the same VM.

Error Description: If you schedule a backup and there is another backup running for the same VM, this may cause the backup job to skip.

Error Message : The job was not completed.

Error Description: The job was not completed due the following reasons:

Error Resolution: