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Server backups stuck in queue state
Updated in the last 15 minutes

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: 

Resolution

Scenario 1:

Windows Server

  • Cancel any queue jobs from Phoenix Management Console.

  • Login to server

  • Open Services console(services.msc) and stop Agent Client Service.
    ​Agent Version 6.x.x: Hybrid Workloads Agent Client Service.
    ​Agent Version 7.x.x: Druva-EnterpriseWorkloads Service

  • Open Task Manager and kill all Druva or Phoenix related processes.

  • Then again Open Services console(services.msc) and start Agent Client Service.
    ​Agent Version 6.x.x: Hybrid Workloads Agent Client Service.
    ​Agent Version 7.x.x: Druva-EnterpriseWorkloads Service

  • Trigger the backup now from Phoenix Management Console.

Linux Server

  • Cancel any queue jobs from Phoenix Management Console.

  • Login to server

  • Stop the Agent service using below command:
    ​Agent Version 6.x.x: /etc/init.d/Phoenix stop
    ​Agent Version 7.x.x: service Druva-EnterpriseWorkloads stop

  • Verify if any Phoenix processes are still running.
    ​Agent Version 6.x.x: ps -ef | grep -i Phoenix
    ​Agent Version 7.x.x: ps -ef | grep -i Druva

  • 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:
    ​​Agent Version 6.x.x: /etc/init.d/Phoenix start
    ​Agent Version 7.x.x: service Druva-EnterpriseWorkloads start

  • Trigger the backup now from 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.

See also

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