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Druva Documentation

App aware backup completes with failed to establish new connection error

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This article applies to:

  • Product edition: Phoenix

Problem description

“Failed to establish a new connection: [Errno 110] Connection timed out” for app aware backups."

Phoenix backup proxy injects guestossvsc.exe and PhoenixSQLGuestPlugin.exe on the VM Guest OS with the help of VMware Tools and then it communicates with the VM Guest OS on TCP port 3542 and if it is not able to communicate on the given port app awareness fails.

Traceback

 

  1. Follow the instructions provided in the link below to obtain job logs.
    Download Logs

  2. Extract the logs and go to Phoenix<YYYYMMDD>_<timestamp>.log file to see the below traceback in the logs.

    [2019-11-04 22:06:15,500] [ERROR] RestClient: URL=https://10.1.0.15:3542/phoenix/guest...getSecretToken Exception=HTTPSConnectionPool(host='10.1.0.15', port=3542): Max retries exceeded with url: /phoenix/guestossvc/v1/getSecretToken (Caused by NewConnectionError('<urllib3.connection.VerifiedHTTPSConnection object at 0x7fe6543c62d0>: Failed to establish a new connection: [Errno 110] Connection timed out',)) NextSleep=5

Possible Causes and Resolution

 

  1. App aware backups can fail if incoming requests on TCP port 3542 is blocked on the Virtual Machine Guest OS. Refer this article having steps to allow incoming request on Windows Firewall: https://www.parallels.com/blogs/ras/...parallels-ras/
  2. App aware backups can fail if the folder and process-level exclusions are not applied in the antivirus. Hence, blocking incoming network traffic for Phoenix executables or not allowing them to spawn. Below is the path of directory and executables:

    Directory:
    C:\ProgramData\Phoenix\VMWare
    C:\ProgramData\Phoenix\VMWare\SQL

    Executables:
    C:\ProgramData\Phoenix\VMWare\guestossvc.exe
    C:\ProgramData\Phoenix\VMWare\SQL\PhoenixSQLGuestPlugin.exe

  3. App awareness can also fail with the mentioned error if VM Guest OS is not reachable over the network from the backup proxy. This can be verified by using telnet operation from backup proxy to VM on TCP port 3542.
    Command: telnet <GuestOS IP> 3542
    For more information on Ports and communication protocols(Click Here)
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