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Druva Documentation

Troubleshooting "Server not reachable” error in inSync

Description

 "Server not reachable” error during backup. This is also seen in the client logs.

Cause

This error occurs when inSync client is not able to reach the inSync Server using the published IP address and sync port as set in the Network Configuration on the inSync server control panel.

Solution

You need to check the inSync server Network Configuration and Port settings and change them if needed.

Verifying inSync Network Configuration
Verifying Port Setting

Verifying inSync network configuration

  • If there are multiple network addresses (LAN/WAN) or a firewall enabled due to which the inSync Server is not reachable by the inSync clients. All the different network addresses should be present in the Published IP Addresses in the inSync Server Configuration. 
  • Check the network configuration of the inSync Master by browsing to the Manage >> Settings >> Network >> Published IP/FQDN. It should be the IP/FQDN of the Master server.
  • Check if the IP address visible to the inSync clients is listed in your server's Network Settings as follows:

For 5.x server: In the inSync server management console, click Manage > Settings and check the NetworkPublished IP address section.

  • Have you changed the IP of the inSync Master or restarted the server of late?
  • If the IP address is present correctly, check if the server can be reached from the client using "ping" requests. If the IP configuration is correct and the server is reachable (using ping requests), but the inSync client is still not able to back up check for any possible port filtering from any firewall or anti-virus.
  • Have you changed the Backup/Sync Port ?
  • Do you have multiple NIC cards on the Master? If yes, check the binding order of your NIC. 
  • Are you able to do a successful telnet from the client > Server on <ServerIP:backup/syncport>?
  • Do you have any third party software/firewall/VPN/Antivirus installed on the client machine? Please check if connections are allowed via the same to the Druva Master.
  • How much free space do you have on the Druva Storage folders ? The disk on which the data component resides should have 10 GB, Database 4 GB and Database log 4 GB free space respectively.
  • Check the number of parallel connections on the Storage. For e.g if you have set the parallel connections to 100, then only 100 backups can run at given point in time to the storage. You might need to consider changing the schedules in the Profile.  Please do not change the parallel connections without consulting support as it might increase the I/O on the disk and affected the server/storage node performance. Hence it is advised that you size your hardware and Druva server appropriately after consulting Druva support.

Check the size of the DB logs folder. If it grows beyond 10 GB, then Druva would stop the backups to the storage. (For performance based storage).

Verifying port setting

The sync port is set to 6061 by default, but can be configured as needed. Check the firewall/anti-virus for port filtering/blocking as described below and change the settings if they are blocking the port.

Windows client

We recommend using the Microsoft PortQryUI tool for checking the port. Please download the tool from the Microsoft website.(http://www.microsoft.com/downloads/details.aspx?familyid=8355e537-1ea6-4569-aabb-f248f4bd91d0&displaylang=en)

Run the executable and choose following settings:

1. Enter your server IP address in Destination IP or FQDN Query.

2. In Query type, select Manual Input Query Ports and select inSync server port (default 6061) with TCP as protocol.
3. Click Query to start the query.

The tool then scans the port and prints the result.
If the result is LISTENING, then everything is fine. If the result is BLOCKED or NOT LISTENING, please check the server port settings or any firewall/anti-virus which could be blocking the port.

Linux client

On a Linux client, use the telnet command to check the port accessibility. 

bash# telnet backup.druva.com 6061

If the port is blocked by anti-virus or firewall, the command exits immediately or enters a non-responsive state.