Problem description
Server backups stuck in queue state
Cause
Stuck or Stale Phoenix process
Parameters in phoenix configuration files(Phoenix.cfg) has missing values.
Traceback
For Scenario where parameters in phoenix configuration files(Phoenix.cfg) has missing values, in the main_service.log file we see below information:
[2023-10-01 00:29:29,002] [ERROR] Error <type 'exceptions.NameError'>:global name 'SyncLog' is not defined. Traceback -Traceback (most recent call last): File "client\service_util.pyc", line 101, in __create_config_for_service File "roboLib\roboConfigParser.pyc", line 1275, in create NameError: global name 'SyncLog' is not defined [2023-10-01 00:29:29,002] [ERROR] service_util: Could not create configuration file for SQL [2023-10-01 00:29:29,509] [ERROR] Failed to run command with error : [2023-10-01 00:29:29,509] [INFO] No open port found in Phoenix process:
pid[12080] stdout[]
Resolution
Scenario 1:
Windows Server
Cancel any queue jobs from Phoenix Management Console.
Login to server
Open Services console(services.msc) and stop Hybrid Workloads Agent Client Service.
Open Task Manager and kill all Druva or Phoenix related processes.
Then again Open Services console(
services.msc)and start Hybrid Workloads Agent Client Service.Trigger the backup now from Phoenix Management Console.
Linux Server
Cancel any queue jobs from Phoenix Management Console.
Login to server
Stop the Phoenix Agent service using below command:
/etc/init.d/Phoenix stop
Verify if any Phoenix processes are still running.
ps -ef | grep -i Phoenix
If any process is still found running, kill the process with the following command:
Kill -9 <process id>
Start the Phoenix Agent service using below command:
/etc/init.d/Phoenix start
Trigger the backup now from Phoenix Management Console.
Scenario 2:
Check under antivirus if any of the Druva processes mentioned in the article has been quarantined.
Release the process from the antivirus.
Then run the installation file of the Agent and re-install the agent again. Since the process was quarantined, there is a possibility that the process is corrupted.
After installation of the agent, kindly re-register the server on the console
Then trigger a backup and check.
Scenario 3:
Parameters in phoenix configuration has missing values, then kindly re-register the server on the console
Verify the Agent status on Druva Console and make sure that it’s Connected
Then trigger a backup and check.