Connection error with Avamar server

We have a network with public address in a private network (yes, we know) and when try to backup files from a server in this network, there are connection error with Avamar server.

I can ping on both sides, I can establish a connection with telnet.
There is no block in the firewall and the DNS is right on both sides.

Any ideas?

 

 

Spoiler

<logheader platform="Windows Server 2008 R2 Standard Server Edition Service Pack 1 64-bit" process_id="avtar" version="7.5.100-183" tz="E. South America Standard Time" />

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----- START avtar log 2019-09-09 13:00:09 E. South America Standard Time [7.5.100-183 Windows Server 2008 R2 Standard Server Edition Service Pack 1 64-bit-AMD64]
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2019-09-09 13:00:09 avtar Info <5008>: Logging to C:\Program Files\avs\var\clientlogs\Banco_de_Dados-1568044769250-3001-Windows.log
2019-09-09 13:00:09 avtar Info <5551>: Command Line: avtar --sysdir="C:\Program Files\avs\etc" --bindir="C:\Program Files\avs\bin" --vardir="C:\Program Files\avs\var" --ctlcallport=61552 --ctlinterface="3001-Banco de Dados-1568044769250" --logtimeformat=default --logtimezone=default --logfile="C:\Program Files\avs\var\clientlogs\Banco_de_Dados-1568044769250-3001-Windows.log" --ctlusessl=true
2019-09-09 13:00:09 avtar Info <7977>: Starting at 2019-09-09 13:00:09 E. South America Standard Time [avtar Jun 12 2017 20:57:32 7.5.100-183 Windows Server 2008 R2 Standard Server Edition Service Pack 1 64-bit-AMD64]
2019/09/09-16:00:09.97300 [avtar] <1291> FIPS mode enabled
2019-09-09 13:00:11 avtar Info <10684>: Setting ctl message version to 3 (from 1)
2019-09-09 13:00:11 avtar Info <16136>: Setting ctl max message size to 268435456
2019-09-09 13:00:11 avtar Info <6767>: Successfully connected to 127.0.0.1:61552
2019-09-09 13:00:11 avtar Info <18839>: The flag --freezecachesize is no longer supported and will be ignored.
2019-09-09 13:00:11 avtar Info <18839>: The flag --freezetimeout is no longer supported and will be ignored.
2019-09-09 13:00:11 avtar Info <18839>: The flag --freezewait is no longer supported and will be ignored.
2019-09-09 13:00:11 avtar Info <18839>: The flag --freezecachesize is no longer supported and will be ignored.
2019-09-09 13:00:11 avtar Info <18839>: The flag --freezetimeout is no longer supported and will be ignored.
2019-09-09 13:00:11 avtar Info <18839>: The flag --freezewait is no longer supported and will be ignored.
2019-09-09 13:00:11 avtar Info <5900>: Workorder received:
<snapup pid="Windows" type="work" ack="false" did="on-demand" time="1568044811" msgver="5" pidnum="3001" work="backup" ticket="XXX" key="3001-Banco de Dados-1568044769250" sync="bg" cid="1f9abf5dc306c31fd2c8d79006e988c111262015" sessionid="" last_ctl_man_key="3001-Banco de Dados-1568044769250" gsansid="9156804476925409" mid="15768/11080/32" wid="Banco de Dados-1568044769250" customaction="">
<targetlist>

</targetlist>
<directives>
<flag type="string" value="tls-sa" name="encrypt" />
<flag type="string" value="high" name="encrypt-strength" />
<flag type="string" value="1725897569" name="expire" />
<flag type="string" value="daily,weekly,monthly,yearly" name="retention-type" />
<flag type="string" value="cmbava.casadamoeda.gov.br" name="hfsaddr" />
<flag type="string" value="27000" name="hfsport" />
<flag type="password" value="****" name="ddr-auth-token-key" />
<flag type="string" value="backuponly" name="id" />
<flag type="password" value="****" name="ap" />
<flag type="string" value="/Database/srvdemat05.demat.local" name="path" />
</directives>
<catalog>
<flag type="checkbox" pidnum="3001" value="true" name="[]default-traversal" />
<flag type="checkbox" pidnum="3001" value="true" name="backup_mounted_vhds" />
<flag type="checkbox" pidnum="3001" value="false" name="backupsystem" />
<flag type="checkbox" pidnum="3001" value="false" name="checkcache" />
<flag type="checkbox" value="true" name="ddr" />
<flag type="pulldown" pidnum="3001" value="high" name="ddr-encrypt-strength" />
<flag type="pulldown" value="1" name="ddr-index" />
<flag type="checkbox" pidnum="3001" value="false" name="debug" />
<flag type="checkbox" pidnum="3001" value="false" name="detect-acl-changes" />
<flag type="integer" pidnum="3001" value="-8" name="filecachemax" />
<flag type="checkbox" pidnum="3001" value="false" name="force" />
<flag type="integer" pidnum="3001" value="-50" name="freezecachesize" />
<flag type="pulldown" pidnum="3001" value="best" name="freezemethod" />
<flag type="integer" pidnum="3001" value="300" name="freezetimeout" />
<flag type="integer" pidnum="3001" value="4" name="freezewait" />
<flag type="integer" pidnum="3001" value="-16" name="hashcachemax" />
<flag type="pulldown" pidnum="3001" value="2" name="informationals" />
<flag type="checkbox" pidnum="3001" value="false" name="one-file-system" />
<flag type="pulldown" pidnum="3001" value="disabled" name="protect-profile" />
<flag type="checkbox" pidnum="3001" value="false" name="repaircache" />
<flag type="checkbox" pidnum="3001" value="true" name="run-after-freeze-exit" />
<flag type="checkbox" pidnum="3001" value="true" name="run-at-end-exit" />
<flag type="checkbox" pidnum="3001" value="true" name="run-at-start-exit" />
<flag type="checkbox" pidnum="3001" value="false" name="statistics" />
<flag type="pulldown" pidnum="3001" value="0" name="verbose" />
<flag type="checkbox" pidnum="3001" value="false" name="windows-optimized-backup" />
</catalog>
<browse-from-catalog />
<free-form />
</snapup>

2019-09-09 13:00:11 avtar Info <41294>: - When using the filename cache for a DDR backend, the paging cache is enabled by default and can't be disabled.
2019-09-09 13:00:11 avtar Info <15130>: - client: setting write blocksize to 256.0 KB for file system backup to DD system
2019-09-09 13:00:11 avtar Info <15131>: - client: setting ddr-threshold to zero for file system backup to DD system
2019-09-09 13:00:11 avtar Info <10793>: Single Instance Store Groveler Service NOT installed - WSS SIS Manager will not be started.
2019-09-09 13:00:11 avtar Info <7324>: Volume Type for "F:\" is "NTFS", Supports Compression=1, Encryption=1, ACLS=1, DataStreams=1, Reparse=1, Sparse=1, Hardlinks=1
2019-09-09 13:00:11 avtar Info <5946>: File system character encoding is 65001 (UTF-8).
2019-09-09 13:00:11 avtar Info <8940>: Starting back up at 2019-09-09 13:00:11 E. South America Standard Time as "NT AUTHORITY\SYSTEM" on "srvdemat05" (12 CPUs) [7.5.100-183]
2019-09-09 13:00:11 avtar Info <18833>: Volume "\\?\Volume{1cca724c-297b-11e0-8908-806e6f6e6963}\" is not acessible via a path name.
2019-09-09 13:00:11 avtar Info <5730>: Entering include/exclude rules.
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Windows\System32\Bits.bak"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Windows\System32\Bits.log"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\ProgramData\Microsoft\Network\Downloader\*"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "%systemroot%\system32\config\systemprofile\index.dat /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Users\flexrip\index.dat /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Users\mnovaes.SRVDEMAT05\index.dat /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Users\BGSYSTEM.SRVDEMAT05\index.dat /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Users\dbadmin\index.dat /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Users\Administrator\index.dat /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Users\mnovaes\index.dat /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Users\flexrip.DEMAT\index.dat /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Users\amendes\index.dat /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Users\esko\index.dat /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Users\adm_bkp\index.dat /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Users\TEMP\index.dat /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Users\administrator.DEMAT\index.dat /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Users\asarmento\index.dat /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Users\_sesa\index.dat /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "\System Volume Information\*.{7cc467ef-6865-4831-853f-2a4817fd1bca}ALT"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "\System Volume Information\*.{7cc467ef-6865-4831-853f-2a4817fd1bca}DB"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "\System Volume Information\*{3808876B-C176-4e48-B7AE-04046E6CC752} /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\ProgramData\Microsoft\RAC\*"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\ProgramData\Microsoft\RAC\StateData\*"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\ProgramData\Microsoft\RAC\Outbound\*"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\ProgramData\Microsoft\RAC\PublishedData\*"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\ProgramData\Microsoft\RAC\Temp\*"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Windows\System32\LogFiles\WMI\RtBackup\*.*"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Windows\Temp\* /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "\Pagefile.sys"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "\System Volume Information\MountPointManagerRemoteDatabase"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Windows\netlogon.chg"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Windows\softwaredistribution\*.* /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Windows\System32\Msdtc\MSDTC.LOG"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Windows\System32\Msdtc\Trace\dtctrace.log"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "\hiberfil.sys"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Windows\Minidump\* /s"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\Windows\memory.dmp"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "C:\ProgramData\Microsoft\Windows\WER\* /s"
2019-09-09 13:00:11 avtar Info <5438>: Loaded 38 exclude patterns from Windows local machine registry
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "System Volume Information\Syscache.hve*"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "Temporary Internet Files\"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "outlook.ost"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude "outlook\*.ost"
2019-09-09 13:00:11 avtar Info <7838>: - Adding system exclude ".snapshot/"
2019-09-09 13:00:11 avtar Info <7838>: - Adding cachefile exclude "*p_cache.dat"
2019-09-09 13:00:11 avtar Info <7838>: - Adding cachefile exclude "*f_cache.dat"
2019-09-09 13:00:11 avtar Info <7838>: - Adding cachefile exclude "*f_cache2.dat"
2019-09-09 13:00:11 avtar Info <7324>: Volume Type for "F:\" is "NTFS", Supports Compression=1, Encryption=1, ACLS=1, DataStreams=1, Reparse=1, Sparse=1, Hardlinks=1
2019-09-09 13:00:11 avtar Info <17856>: EngageADE disabling ADEChunker, create:1 streamformat_out:11 extract:0 pluginid:3001-Windows replicate:0
2019-09-09 13:00:11 avtar Info <8474>: - Log file path: C:\Program Files\avs\var\clientlogs\Banco_de_Dados-1568044769250-3001-Windows.log
2019-09-09 13:00:11 avtar Info <6555>: Initializing connection
2019-09-09 13:00:11 avtar Info <5552>: Connecting to Avamar Server (cmbava.casadamoeda.gov.br)
2019-09-09 13:00:11 avtar Info <5554>: Connecting to one node in each datacenter
2019-09-09 13:00:58 avtar Info <5694>: - Failed initial handshake, trying again
2019-09-09 13:01:46 avtar Info <5694>: - Failed initial handshake, trying again
2019-09-09 13:02:32 avtar Info <5694>: - Failed initial handshake, trying again
2019-09-09 13:03:11 avtar Info <5694>: - Failed initial handshake, trying again
2019-09-09 13:03:50 avtar Info <5694>: - Failed initial handshake, trying again
2019-09-09 13:04:38 avtar Info <5694>: - Failed initial handshake, trying again
2019-09-09 13:04:38 avtar Info <6063>: - Communication error: Could not create connection to Server
2019-09-09 13:04:38 avtar Info <5557>: No connections available
2019-09-09 13:04:38 avtar FATAL <8604>: Fatal server connection problem, aborting initialization. Verify correct server address and login credentials.
2019-09-09 13:04:38 avtar FATAL <8941>: Fatal server connection problem, aborting initialization. Verify correct server address and login credentials.
2019-09-09 13:04:38 avtar Info <6149>: Error summary: 2 errors: 8604, 8941
2019-09-09 13:04:38 avtar Info <8468>: Sending wrapup message to parent
2019-09-09 13:04:38 avtar Info <5314>: Command failed (2 errors, exit code 10008: cannot establish connection with server (possible network or DNS failure))

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----- END avtar log 2019-09-09 13:04:38 E. South America Standard Time (0 warnings, 2 errors, 2 fatal errors)
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ionthegeek
4 Beryllium

Re: Connection error with Avamar server

Is this a single node or multi-node server? On multi-node systems, the most common cause of this issue is forgetting to open port 29000 to the storage nodes.

You can get more information -- particularly the server IP address(es) the client is trying to connect to -- by running the backup in debug mode. Debug mode can be enabled by checking the relevant checkbox in the dataset or by creating a file called avtar.cmd in the Avamar var directory (C:\Program Files\avs\var) and adding the following line:

--debug

If the avtar.cmd file already exists, add the debug flag on a new line.

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