Problem description
When attempting a manual agent upgrade on a Windows Server from version 6.X to 7.X, the installation fails, and the following error message is displayed:
Traceback
Cause
This issue occurs because residual folders from a previous or conflicting agent installation are still present on the system, preventing the new installer from modifying the configuration.
Resolution:
To resolve this conflict, you must completely remove the existing installation and clear the legacy application data before installing the new agent. Follow these steps on the affected server:
Step 1: Stop the Agent Service
Open the Windows Services console (services.msc) and stop the running Druva service based on your current version:
Agent Version 6.X:
Hybrid Workloads Agent Client ServiceAgent Version 7.X:
Druva-EnterpriseWorkloads Service
Step 2: Uninstall the Current Agent
Navigate to Control Panel > Programs and Features and uninstall the existing Druva/Phoenix agent.
Step 3: Rename Residual Directories
Legacy installation folders must be cleared out to prevent conflict. Open File Explorer and rename the following folders by appending _old:
Rename
C:\ProgramData\DruvatoC:\ProgramData\Druva_oldRename
C:\ProgramData\PhoenixtoC:\ProgramData\Phoenix_oldRename
C:\ProgramData\phoenixupgradetoC:\ProgramData\phoenixupgrade_old
Step 4: Install the New Agent
Run the downloaded 7.X MSI installer package to perform a clean, manual installation.
Step 5: Re-register the Server
Once the installation completes successfully, re-register the server with the Druva Cloud Console according to your specific workload documentation:
File Server (FS): Server re-registration
MS-SQL Server: Server re-registration
Hyper-V Host: Re-register a Hyper-V host