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Avamar Client Communications Troubleshooting

  1. Try browsing the client’s file system from within the Avamar console “Backup and Restore” to check for basic browse connectivity to the client.
  2. Try a manual backup of a small file on the client from the Avamar Admin console.
  3. Connect directly to the client and test a backup with the Avamar agent console.
  4. Look in the program filesavsar directory to find out what is being written to the logs to help with troubleshooting the problem.
  5. Make sure the Utility node can complete forward and reverse lookups to the client of both short and fully qualified name. E.g. nslookup <client short name>, nslookup <client ip>, nslookup <client long name>. Pay attention to whether doing a reverse lookup resolves to short or long name. Be sure to check the same name resolution checks succeed from the client back to the Avamar utility node as well.
  6. The Avamar client listens on port 28002 for initial connections. Try connecting to this port via telnet from the Avamar utility node: # telnet <client> 28002.

    If the connection is successful, you should expect something like;
    Connected to <client> (IP).
    Escape character is ‘^].

    If it fails, you might expect something like;
    telnet: connect to address <client ip>: Connection refused
    telnet: Unable to connect to remote host: Connection refused

    or

    <client>/28002: Name or service not known

    The Avamar utility node listens on port 28001 for initial connections. As per the previous steps, test connectivity in the reverse direction back to the Avamar utility node from the client. If the connection is failing, there could be a firewall restriction, problem in network configuration, or the Avamar service may not be responding properly. On some Windows 2008 systems, telnet may need to be manually installed in order to do tests with telnet.
    Also refer to the “document” for Avamar network requirements.
  7. If basic troubleshooting has not uncovered the cause to the issue and it’s a problem that exists after the Avamar utility node can establish a connection to the client, the debugging level on the Avamar client agent can be increased to give more information. Contact technical support for more information if this is required.
  8. When escalating the problem, collect logs to send to technical support. The “getlogs” command can be run on the Avamar utility node to collect logs from all Avamar nodes and dump to a tar file in the current working directory. On the client, the contents of the ..avsar directory can be zipped minus the “f_cache.dat” and “p_cache.dat” files.
  9. A summary of different client failures;
    • Timed Out – Start: Failed initial connection to the client from the Avamar server.
    • Timed Out – End: Backup did not complete within the allowed time.
    • Dropped Session: Indicates that the activity was forcefully cancelled. Two possible causes are (1) client rebooted or (2) communication outage longer than 1 hour.
    • Completed: Backup completed per the defined policies.
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