Problem Description
TurboTier appliances are displaying 0% used in the Phoenix UI, even though backup sets are attached.
Traceback
Errors found in PhoenixTurboTierWorker logs:
Logs Path
TurboTier R1: /var/log/PhoenixTurboTier/
TurboTier R3: /var/log/Druva/EnterpriseWorkloads/TurboTier
[2024-05-29 19:35:08,098] [INFO] ....client disconnected
[2024-05-29 19:35:08,099] [INFO] client not authenticated, peer None
[2024-05-29 19:35:13,278] [INFO] cache worker(pid:4651-860494-1713372924) got handover from peer
[2024-05-29 19:35:13,279] [DEBUG] Error <class 'OpenSSL.SSL.Error'>:[('SSL routines', 'SSL23_GET_CLIENT_HELLO', 'unknown protocol')]
...
[2024-05-29 19:35:13,354] [ERROR] Error <class 'inSyncLib.inSyncError.SyncError'>:RPC version mismatch. (#100000013) (Error Code : PHOENIX19)
...
[2024-05-29 19:35:24,169] [ERROR] RPC length exceeded, length=825184340
[2024-05-29 19:35:29,167] [DEBUG] Read from socket failed, <class 'OpenSSL.SSL.SysCallError'> (104, 'ECONNRESET')
Cause
The TurboTier appliance was unable to establish secure communication with Druva cloud services due to missing Web Proxy configuration in a network environment where direct internet access is restricted.
This resulted in TLS handshake failures and RPC-related communication errors, causing the Phoenix UI to display 0% usage despite backup sets being attached.
For example, in environments where internet access is allowed only through a proxy (e.g., http://proxy.company.com:8080), the TurboTier appliance must be explicitly configured to route its outbound traffic through that proxy. If this is not done, TurboTier fails to communicate with Druva's cloud infrastructure.
Resolution
Configure the TurboTier appliance with the correct Web Proxy settings.
Restart the TurboTier services after applying the proxy configuration.
Verification
After the Web Proxy is configured:
Phoenix Console: Navigate to TurboTier and confirm the Usage reflects accurate storage utilization.
Logs: Monitor the TurboTier logs to ensure successful connections and that the previous RPC-related errors no longer appear.