Problem description

While trying to access the inSync Management Console, the following error is displayed.

Cause

inSyncServerSSL.key file located at C:\ProgramData\Druva\inSyncCloud\inSyncServer4 is invalid or corrupted.

Traceback

The below log entry is saved to Cportal.log located at C:\ProgramData\Druva\inSyncCloud\logs:

[2018-10-15 16:12:55,619] [ERROR] Failed to load/fetch cloud config. Error : Server not reachable. (#100000011). Retrying...
[2018-10-15 16:13:04,638] [ERROR] Failed to load/fetch cloud config. Error : Server not reachable. (#100000011). Retrying...
[2018-10-15 16:13:13,670] [ERROR] Failed to load/fetch cloud config. Error : Server not reachable. (#100000011). Please check status of inSync Config Server.

Resolution

In the absence of a signed SSL certificate for inSync Master Server, perform the following steps to recreate the inSyncServerSSL.key file:

Stop all inSync services and wait for the processes to end on the Task Manager.
Rename the existing inSyncServerSSL.key located at C:\ProgramData\Druva\inSyncCloud\inSyncServer4\ to inSyncServerSSL.key.old.

Start all inSync services and check if the issue is resolved.

The default inSyncServerSSL.key file will look like as shown below:

-----BEGIN PRIVATE KEY----- 
        <Myserver.key>
    -----END PRIVATE KEY----- 
    -----BEGIN CERTIFICATE----- 
        <Primary.cer> 
    -----END CERTIFICATE-----

If the inSync Master Server is using a signed SSL certificate, ensure the inSyncServerSSL.key file is formatted as shown below:

-----BEGIN RSA PRIVATE KEY----- 
    <Myserver.key>
-----END RSA PRIVATE KEY----- 
-----BEGIN CERTIFICATE----- 
    <primary.cer> 
-----END CERTIFICATE----- 
-----BEGIN CERTIFICATE----- 
    <Intermediate.cer> 
-----END CERTIFICATE----- 
-----BEGIN CERTIFICATE----- 
    <Root.cer> 
-----END CERTIFICATE-----

💡 Tip

If the above steps do not resolve the issue, contact Druva Support.

Problem description

Cause

Traceback

Resolution

See also