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Druva Documentation

Troubleshoot socket error while create_connection: [Errno 10060]

This article applies to:

  • Product edition: Phoenix Cloud
  • Feature Category: Phoenix File Server agent

Problem description

Phoenix backup job gets stuck and appears as queued on Phoenix Management Console. Job logs show socket error (error number 10060) while creating the connection between the client and Phoenix server.

Cause

Network issue, possibly related to firewall.

Traceback

[2018-06-01 08:14:50,286] [ERROR] roboSyncer: socket error while create_connection: [Errno 10060] A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond!! 

error: [Errno 10060] A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond. 

Resolution

  1. Login to the affected server and check the output of the telnet command. If there is a disconnect, involve the network team.

    telnet phoenix.druva.com 443
  2. Install the Microsoft Network Monitor Tool (netmon) over the affected client server.
    The installer is available from the How to setup and collect network capture sing Network Monitor tool section.
  3. Open the Microsoft network monitor tool as an administrator.
  4. Capture the network traces. Refer  How to setup and collect network capture sing Network Monitor tool section for more information.
  5. Use the controls on the Display Filter tab to filter the relevant traffic. Use the tab to specify keywords or expressions to filter the traffic. 
    For example, to see only HTTP traffic, enter http in the Display Filter text area and click Apply. Use the following controls on the Network Monitor to filter the traffic:
    • New Capture
    • Start
    • Capture Filter
    • Display Filter
    • Select Networks

      MSNetworkMonitor.png
  6. Ensure "*.druva.com" is whitelisted from the firewall restrictions.