Problem description
File server backups fail with the following error in the Phoenix agent logs:
Error Code: PHOENIX80
Error Message: Server is busy. Try later. (#100000050)
Cause
The issue occurs when multiple file servers connect to the Druva Cloud using the same Device ID, leading to conflicts. Druva Cloud permits only one unique device per Device ID for security and tracking purposes.
Common Scenarios Leading to Duplicate Device IDs:
Cloning or Templating:
A server with the Phoenix agent installed is used as a base image or template.
All cloned servers inherit the same Device ID.
Manual Folder Copy:
The folder C:\ProgramData\Phoenix is manually copied from one server to another.
This causes both servers to use the same identity.
Traceback
In the main_service.log/controlservice.log, you may observe:
[ERROR] <_MainThread(MainThread)> Error <class 'inSyncLib.inSyncError.SyncError'>:Server is busy. Try later. (#100000050) (Error Code : PHOENIX80)'requests.exceptions.ConnectionError'>: HTTPConnectionPool(host='localhost', port=20809):Max retries exceeded with url: /scan/24520C/abortCaused by NewConnectionError:<urllib3.connection.HTTPConnection object>: Failed to establish a new connection:[Errno 10061] No connection could be made because the target machine actively refused it
You may also notice device FQDN changes such as:
device_fqdn changed from vc03.druva.com to VB03.druva.com
Resolution
Reinstall Druva Phoenix Agent
To resolve the issue, reinstall the Phoenix Agent on the affected servers to generate a new, unique Device ID. This approach ensures existing restore points remain unaffected.
Step-by-Step Resolution Procedure:
1. Download Latest Druva Agent Installer
Log in to the Phoenix Console or go to the Druva Downloads page.
Navigate to Protect > File Servers.
If the "All Organizations" view is enabled, first select the organization containing the server.
Select the server you wish to re-register.
Click on More Options > Re-Register Server.
In the pop-up dialog, click Proceed.
2. Check Pre-requisites and Download Agent
Under Download and Install Agent on the Server, click Check Pre-requisite.
Select the server’s operating system from the dropdown and click Download.
3. Copy Activation Command
Click Copy Command to copy the activation token and command to use on the server.
4. Run Activation Command
For Windows Servers:
Agent version < 7.0.0:
cd "C:\Program Files\Druva\Phoenix Agent" HybridWorkloadsAgent.exe fs-mssql activate -t <token>
Agent version ≥ 7.0.0:
cd "C:\Program Files\Druva\EnterpriseWorkloads" EnterpriseWorkloadsAgent.exe fs-mssql activate -t <token>
For Linux Servers:
Agent version < 7.0.0:
cd /opt/Druva/Phoenix/bin./HybridWorkloadsAgent fs-mssql activate -t <token>
Agent version ≥ 7.0.0:
cd /opt/Druva/EnterpriseWorkloads/bin./EnterpriseWorkloadsAgent fs-mssql activate -t <token>
Note: The activation must be done using the token provided during the re-registration. Using a different token will result in registering a new server, not a replacement.
5. Post Activation Behavior:
Once activated, the replacement server assumes the identity of the original server in the Druva system.
Server name, platform, and agent version are updated in the console to reflect the new system.
6. Trigger Backup:
Manually initiate a backup from the agent UI or Druva console.
Confirm that the backup completes successfully.
Additional Recommendations:
Do NOT include pre-installed Druva agents in golden images or VM templates.
Always install the Druva agent post-deployment to ensure each instance receives a unique Device ID.
Duplicate Device IDs commonly lead to:
Agent registration failures
Backup job failures
Disconnection issues