Problem description
After installing the agent, Phoenix services fail to start. Upon reviewing the PhoenixCPH.log, it was found that Phoenix.exe exited with a 255 error code.
Traceback
06/11/2023 11:47:42 :The file "C:\Druva\Phoenix Agent\Phoenix.exe" is signed and the signature was verified.
06/11/2023 11:47:42 :Started syncer process06/11/2023 11:47:52 :Syncer has exited with 255
06/11/2023 12:07:53 :got sessionchg event 3 for session 3.
06/11/2023 12:07:56 :got sessionchg event 5 for session 3.
06/11/2023 12:10:38 :PATH =C:\Druva\Phoenix Agent\Phoenix.exe
06/11/2023 12:11:13 :The file "C:\Druva\Phoenix Agent\Phoenix.exe" is signed and the signature was verified.
06/11/2023 12:11:13 :Started syncer process06/11/2023 12:11:23 :Syncer has exited with 255
Cause
The Druva Agent fails to start correctly on a Windows Server. ProcMon logs reveal that the agent tries to load the msvcr100.dll file from the PhoenixAgent folder.
The Druva Agent is programmed to initially search for msvcr100.dll in its application directory. If the DLL is not found there, the agent defaults to using the system-wide version located in the System32 folder. On Windows Server 2019 or later, the issue arises when the agent fails to find the required DLL in the application folder, causing it to revert to the OS version, which results in the agent not starting correctly.
Solution
Replace the DLL from a functional server:
Extract the msvcr100.dll file from a working Windows Server.
Copy the extracted msvcr100.dll into the Phoenix Agent folder on the non-functional server.
As a precaution, also copy any additional DLL files, although msvcr100.dll is likely the only required one.
After replacing the DLL, restart the Druva Agent.
Verify that the agent starts correctly.
Test the agent’s functionality by performing a backup operation after completing the initial configuration.