Problem Description
When VM discovery is triggered from the Druva UI, the following is observed:
The PhoenixHyperVCustomCommand.exe process continues to run without completing.
No VMs are listed or discovered.
Task Manager shows the systeminfo.exe process running indefinitely and not terminating.
Log entries in hyperv_agent.log confirm that the discovery process starts but stalls during VM list retrieval.
Traceback
[INFO] === Hyperv custom command executor started ===
[INFO] request_type: list_hyperv_vms, output_file: ..._hyperv_discovery_info.txt
[INFO] Getting vms list
This process repeats without completing VM discovery.
Cause
The systeminfo command, triggered as part of the VM discovery, is not completing successfully. This typically happens due to:
The user account executing the command lacks sufficient privileges.
Corrupted or missing system files preventing proper execution of system commands.
Resolution
1. Verify User Access
Log into the Hyper-V host using the same user account that was used during Druva agent installation.
Run the systeminfo command in a Command Prompt window.
If it hangs or fails, the issue is with system permissions or the user profile.
2. Switch to a Privileged Account
Use another local/domain user account with administrative privileges.
Update the logon user for the Druva Enterprise Workloads Service to this privileged account.
Restart the service and trigger VM discovery again.
3. Repair System Files
If the issue persists, perform system file repair using Windows tools:
Run sfc /scannow
Run DISM /Online /Cleanup-Image /RestoreHealth
Reference: Microsoft Support – System File Checker Tool
Note: Always consult your internal IT or system administrator before running system repair commands.
4. Engage Microsoft Support
If the systeminfo command continues to hang, raise a Microsoft Support case to investigate deeper system-level issues.