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Druva Documentation

Troubleshooting "Server authentication failed OR Internal error"

Overview

This article explains the steps to be performed to resolve the error “Server authentication failed OR Internal error”.

Traceback

[ERROR] Error <type 'exceptions.Exception'>: Internal error. (#100000001). Traceback -Traceback (most recent call last):
File "Srv\MasterAPIServer.pyc", line 250, in add_msp_instance
File "Lib\CloudMasterTasks.pyc", line 711, in authenticate_node
File "Lib\CloudMasterTasks.pyc", line 2510, in authenticate_node
Exception: Internal error. (#100000001)

Cause

  • If there is a time difference between inSync Master Server and inSync Edge Server.
  • Ports are not open on inSync Edge server.
  • Firewall blocks the requests.

Resolution

  1. Check if there is any time difference between the inSync Master Server and the inSync Edge server. If yes, then ensure that the time matches on both the servers.

Note: There shouldn’t be a time difference of more than 120 seconds between the two servers.

  1. Please ensure that the ports 6061 and 443 are open on the inSync Edge Server. To confirm that, run the following telnet command.
Telnet {IP address or FQDN of Edge server} 6061
Telnet {IP address or FQDN of Edge server} 443
  1. Disable the Windows firewall, if it is enabled on the inSync Edge Server. You can do that by running firewall.cpl from Start-Run.
  1. Create an INBOUND rule on the Windows firewall allowing requests on port 6061 and 443 if the registration works after disabling the Windows firewall.
  2. If the problem still exists with opening ports 443 or 6061, then check which process is using these ports on the Edge server by running the following command.
Netstat –aon | find “:6061” & Netstat –aon | find “:443”
  1. If you find any other process using these ports except inSync, then check with the Application vendor that is using these ports or you may try to kill these processes from the task manager by looking at their PID's in the above command’s output.

Contact Druva Technical Support if the issue still persists.