Agent communication troubleshooting

Errors

Failed to save client: Registration for client

Host appears to be up, but had a network related error (-255)

Partial connection - check IP filters/firewall

Connection attempt failed - reattempt 2 of 3

Waiting on client Data

ISSUE

These errors are usually related to problems being experienced with the Windows agent.  

Use the following steps to troubleshoot:

RESOLUTION

1. Ensure the agent is at a support release for the Appliance used to connect with.
   • Agent should be at the appliance release or older, unable to support an agent installed at a higher release then the connecting appliance. 
   • Agent Downloads
2. Review latest Agent logs (default C:\PCBP\Logs.dir):
   • BPNETD_#.log (will show port BIND for 1743 or err if unable to BIND)
   • WBPS (Should show a log record for each connection attempt from the appliance)
   • BPSQLUtil.log (Will sometimes show errors if WINSOCK is failing to BIND)
3. Validate agent's master.ini settings: 
   • ForceIP (if present per DMZ requirements)
   • Whitelist (Releases 10.5.9 - 10.6.5)
     • All related setting for Whitelisting should be cleared on update to agent release 10.6.6
   • Data Port
     • Locks agent to data port 1745 for replies, if set to 1744 will use random port instead.
4. Validate that if you have a local firewall or Anti-virus running on the client to allow traffic on ports 1743 through 1745. 
   • Backup Agent Firewall Rules
   • Backup fails through Router, DMZ, or Firewall 
   • Recommended Anti-Virus exclusions for Unitrends backup
5. Secure Pairing (Release 10.6.6+)
   • Verify the IP address of the Client is identified in the Unitrends hostfile
     • Unitrends Agent Pairing - Backups failing partial connection
   • If over 25 hours since agent was installed: 
     • Unitrends Agent Pairing - Force Pairing Mode On
   • Verify if agent previously completed pairing:
     • Unitrends Agent Pairing - Clearing Appliance Pairing
6. Restart the BP Agent Service, confirm PID assigned to bp_agent service via taskmanager > services.
   • Validate Agent's bpnetd logs indicates successful bind to control port: 1743 on start of bp_agent service.
7. Open a command prompt and run as Administrator.
   • From the Command Prompt, type the following command string to confirm what PIDs are bound to the listening port 1743 : netstat -a -n -o | find "1743"
     • PID listed should match against bp_agent PID (where bp_agent is PID: 5444)

       • netstat -ano | find "1743"
         TCP 0.0.0.0:1743 0.0.0.0:0 LISTENING 5444

     • Most common is stale WBPS processes still active holding the 1743 port.

       • TCP 10.1.7.3:1743 10.1.7.5:37566 CLOSE_WAIT 5256
         TCP 10.1.7.3:1743 10.1.7.5:53252 CLOSE_WAIT 5256
         TCP 10.1.7.3:1743 10.1.7.5:54558 CLOSE_WAIT 5256
         TCP 10.1.7.3:1743 10.1.7.5:59864 CLOSE_WAIT 5256
         TCP 10.1.7.24:1743 10.1.7.5:37146 CLOSE_WAIT 5256

     • If WBPS processes are active but not running backups, end_task on the active PID then run the following:
       Image level backups failing "conflicting File backup job is already in progress"
   • Following examples show results if an active backup is in progress and data is set to default: 1745 (static) or 1743 (dynamic high range) 

Example Data Port 1745 during active backup:

Active Connections
Proto     Local Address              Foreign Address                     State
TCP       (Local Client):1743      (DPU/UEB):1745<--Static       LISTENING


Example Data Port 1744:
Active Connections
Proto     Local Address              Foreign Address                     State
TCP       (Local Client):1743      (DPU/UEB):5321<--Dynamic   LISTENING

• If the above shows that State is stuck in a TIME_WAIT status, then you would need to restart the bpagent in Services or reboot the client to release the thread.

If the changing of the above doesn't fix the issue, contact support for assistance