Skip to main content
All CollectionsKnowledge BaseEnterprise WorkloadsTroubleshooting - Enterprise Workloads
File server backups completing with errors - PhoenixFSSnapshot executable timed out
File server backups completing with errors - PhoenixFSSnapshot executable timed out
Updated over a week ago

Problem description

Windows File server backups complete with errors (show the status as ‘Successful with Errors’). Progress logs show ‘Failed to take snapshot of “C:” or “D:”. Check event log for detail error. Backing up live data.’


Snapshot creation for disk volumes (C:\, D:\ etc) fails because of VSS writers not working as expected


level=info ts=2023-02-28T22:00:10.914441+05:30 filename=snapshot_windows.go:126 message="Executing PhoenixFSSnapshot" path="C:\\Program Files\\Druva\\Phoenix Agent\\PhoenixFSSnapshot.exe"

level=info ts=2023-02-28T22:30:10.967287+05:30 filename=snapshot_windows.go:140 message="PhoenixFSSnapshot executable timed out"


  • Connect to the File Server

  • Open Task manager, Background processes show 3 Phoenix Processes

  • Kill those processes (Phoenix.exe , PhoenixCPHwnet64.exe and PhoenixFSBackupAgent.exe) (Right click on the process and End task)

  • Stop the Hybrid Workloads Agent Client Service

  • Open command prompt and run the below command
    vssadmin list writers

  • Shows no output (keeps running in the background)

  • Cancel the command (Press Control+C on the keyboard)

  • Restart the Volume Shadow Copy service (If it times out with a message that it did not respond in timely fashion, try to start it again)

  • Start the Hybrid Workload Agent Client Service

  • Run the vssadmin list writers command again, should show the writers in stable state

  • Trigger a manual backup of the affected server. This time it should complete successfully


Observe the next scheduled backup to ensure that it runs successfully without any errors

Did this answer your question?