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Druva Documentation

Troubleshoot CloudCache warning - Server fails to connect to CloudCache to back up or restore

This article applies to:

  • OS: Windows, Linux
  • Product edition: Phoenix

Problem description

The Phoenix Management Console displays an error message:

Server is not able to connect to CloudCache for backup / restore.

However, the CloudCache connection status appears green on the console. The CloudCache service also appears running and sometimes, the following message appears in the logs:

Could not connect to CloudCache server.

Traceback

The CloudCache logs contain:

{snippet} 
[Errno 10013] An attempt was made to access a socket in a way forbidden by its access permissions 
{snippet} 

Cause

This issue occurs when the port 443 used by an application other than Phoenix Cloud Cache. There is a conflict of the port as Phoenix CloudCache also tries to use the same port for communication. 

Resolution

  1. Run netstat -an on the command prompt to check the port usage. The command will list the ports in use. 
  2. Check if the server has IIS role installed. Stop the IIS service if it is running. This will release the 443 port.
  3. Restart the Phoenix CloudCache service. This will resolve the issue and backups will resume successfully.

Note: Install the IIS role and Druva CloudCache on different servers.