Agent communication troubleshooting

SUMMARY

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

ISSUE

This error is usually related to problems being experienced with the Windows agent.  Use the following steps to troubleshoot:

NOTES

First, consider elevating the debugging log levels to 3 for the WBPS and WBPR in the file C:\PCBP\MASTER.INI under [debugging], then restart the BP Agent Windows Service.

[debugging]
 bpr=0
 wbps=0
 wbpr=0
 bpnetd=0

After the file has been modified and save, restart the BP Agent service.

This needs to be performed after you have installed the latest Client Agent (after step 2 in the Resolution section) and before you begin running the new backups.

RESOLUTION

  1. Ensure the agent is at a support release for the Appliance used to connect with.
  2. Validate agent's master.ini settings: 
    • ForceIP
      • Set's all replies to Appliance by IP address. Only needed for DMZ configurations.
    • 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.
  3. Validate that if you have a local firewall or Anti-virus running on the client to allow traffic on ports 1743 through 1745. 
  4. Secure Pairing (Release 10.6.6+)
  5. 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.
  6. 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"
    • 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:

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

 

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