Problem Description:
Backups to TurboTier are failing with the error: “Could not connect to TurboTier.”
Traceback
The following error is observed in logs:
Logs:
Linux (TurboTier R1): /var/log/PhoenixTurboTier/
Linux (TurboTier R3): /var/log/Druva/EnterpriseWorkloads/TurboTier/
[2024-10-09 10:02:35,196] [INFO] ....client disconnected
[2024-10-09 10:02:35,197] [INFO] client not authenticated, peer None
[2024-10-09 10:02:35,254] [INFO] cache worker(pid:4623-1243-1728264672) got handover from peer
[2024-10-09 10:03:05,284] [DEBUG] Error <class 'OpenSSL.SSL.SysCallError'>:(104, 'ECONNRESET')
SysCallError: (104, 'ECONNRESET')
Cause
The TurboTier device could not establish a secure connection with Druva Cloud services due to an issue with DNS resolution or Web Proxy configuration.
This resulted in failed TLS handshakes and disrupted communication with the Druva Cloud.
Resolution:
To resolve this issue:
1. Verify Web Proxy Configuration
Ensure that your Web Proxy allows communication to all required Druva URLs and ports.
If you have multiple Web Proxies, compare the configuration of the working proxy (used by other TurboTier) with the one in question.
NOTE: URL’s which need to be whitelisted: Firewall, Antivirus and Network Configuration for Druva Enterprise Workloads
2. Update DNS Records & FQDN
Ensure the FQDN (Fully Qualified Domain Name) of the TurboTier device is correctly configured.
Update the DNS records if necessary so the device can resolve required endpoints.
3. Restart TurboTier Services
After making the above changes, restart the TurboTier services or reboot the appliance.
If you continue to experience issues, please contact Druva Support with the latest logs from:
Linux (TurboTier R1): /var/log/PhoenixTurboTier/
Linux (TurboTier R3): /var/log/Druva/EnterpriseWorkloads/TurboTier/