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Troubleshooting "Server not reachable” error in inSync

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This article applies to inSync On-Premises

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

  • 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 Management Console by browsing to the SettingsMenu1.png  > Settings > Network tab > Published IP/FQDN. It should be the IP/FQDN of the Master server.
  • Check if the IP address visible to the inSync Client is listed in your server's Network Settings as follows:
    • For 5.x server: In the inSync server management console, click SettingsMenu1.png > Settings and check the Network tab > Published 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.
  • Verify port setting as follows:
    • For inSync Client version lower than 5.5, the sync port must be set to 6061.
    • For inSync Client version 5.5 or higher, the sync port must be set to 443.
    • For inSync Client upgraded from versions lower than 5.5 to version 5.5 or higher, the sync port will remain 6061 unless changed manually to 443. In this case, even port 6061 will work without any errors.
    • Check the firewall/anti-virus setting for port filtering/blocking and change the settings if they are blocking the port. Use the steps described for Windows or Linux as applicable for the client device.

Check firewall/antivirus settings on Windows

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 6061/443) 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.

Check firewall/antivirus settings on Linux

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

bash# telnet backup.druva.com 6061/443 (depending on your backup port)

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

inSync storage checks

  • How much free space do you have on the Druva Storage folders?
    The disk on which the data component resides must have 10 GB disk space, 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 may need to consider changing the backup schedule in the Profile.  Please do not change the parallel connections without consulting support as it might increase the I/O on the disk and affect the server/storage node performance. Hence, you are advised to 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).