Poll notification thread fails to reach the server
This article applies to:
- OS: Windows and Mac
- Product edition: inSync Client
- Feature category: Backup
Problem description
The poll notification thread from the inSync Client fails to reach the inSync server.
Cause
The notification channel between the inSync server and client has developed a breakage.
Traceback
2018-02-15 11:14:38,680] [DEBUG] pollnotification thread can't reach server, retrying
[2018-02-15 11:15:38,681] [INFO] Client Blackout Window Setting- client_blackout_window: False client_bwindow_interval {'start': 0, 'end': 0}
[2018-02-15 11:15:55,897] [DEBUG] pollnotification thread can't reach server, retrying
Resolution
Involve the network team in performing the following checks to resolve this network issue.
- Check if the antivirus software installed in the environment is blocking the poll notification. Add the required antivirus exclusions as described in the section on Antivirus recommendations for inSync.
- Verify if there is an idle timeout set on the firewall that disconnects the network connectivity after a certain interval.
- Compare the network traces of a working and a non-working inSync Client. The trace of the client having this issue will display the keep alive getting terminated.