Problem Description
Backup jobs are stuck in a "running" state and fail to complete. This is caused by SSL connection errors when the backup agent attempts to communicate with Druva S3 URLs.
Cause
This issue occurs when a third-party firewall, proxy, or other network security appliance is blocking outbound connections to Druva cloud services, specifically the S3 storage URLs.
Traceback
The Photon.log file shows repeated connection retry attempts with an SSL error:
ts=2025-03-19T08:25:34.299254200Z ERROR pht{jobop="backup" jobid=1 id=1}: syncer::bkp::pipe::upload: Need to retry REST call. Error Reason: "Connector(Hyper(hyper::Error(Connect, SSL(Error { code: ErrorCode(5), cause: None }))))". To retry after 309067. api="restsdk::DataApi::put" seq_id=17 url_type="Cloud" buflen=79059 retry_count=594 elapsed=174258163 last_elapsed=99 pause=2 refresh_spent=0Resolution
To resolve this issue, you must add the required Druva S3 URLs to your firewall's allow list.
Identify your deployment region: First, determine which Druva deployment region your organization uses by following the steps here:
Whitelist the correct URLs: Based on the region identified in step 1, add the corresponding S3 URLs to your firewall rules.
US deployment region URLs: Reference Link
APAC deployment region URLs: Reference Link