Problem Description
Backups for File Servers, Hyper-V, and SQL servers in Phoenix may fail with error PHOENIX189 when these servers have been migrated to newer hardware or virtual machines, but the old servers are still running the Druva agent.
Cause
Phoenix assigns a unique device ID to every server during registration. When a server is migrated to a new machine:
The new server has not yet been registered with Phoenix.
Phoenix still has entries for the old server’s device ID, causing conflicts during backup and validation.
This results in dropped connections and failed backups.
Traceback / Error Message
Backup logs may include errors such as:
Error validating server certificate : (10054, 'WSAECONNRESET')
The session is invalid. (#10000006e)
Failed (Error Code : PHOENIX189)
[2020-02-20 05:07:52,773] [ERROR] Error <class 'inSyncLib.inSyncError.SyncError'>:
Dropped network connection. (#100000022) (Error Code : PHOENIX34)
Log File Locations
Phoenix Agent 6.x.x:
C:\ProgramData\Phoenix\FS\Backup\<Backupset>
Phoenix Agent 7.x.x:
C:\ProgramData\Druva\EnterpriseWorkloads\logs\fs\state\backup<backupset_id>
Resolution
Step 1: Stop Druva agent on the old server
Open Services or use a command prompt to stop the Druva Phoenix/EnterpriseWorkloads agent.
Step 2: Rename the old Phoenix/EnterpriseWorkloads directory
Phoenix Agent 6.x.x:
C:\ProgramData\Phoenix → Phoenix_old
Phoenix Agent 7.x.x:
C:\ProgramData\Druva\EnterpriseWorkloads → EnterpriseWorkloads_old
Step 3: Re-register the new server
Install or ensure the Phoenix agent is running on the new server.
Registration will create a new, unique device ID for the server in Phoenix.
Follow the re-registration process documented here:
Hyper-V: Hyper-V Host Re-registration
FS/SQL: Server Re-registration
Step 4: Verify backups
Run a test backup to ensure the new server is correctly recognized and backups complete successfully.
Additional Information
This resolution prevents conflicts caused by duplicate device IDs.
Always ensure old servers that have been migrated are decommissioned or their agents are stopped before registering new servers.