Troubleshooting Playbook

Important! The information provided in this section is for general Troubleshooting guidance only. The information is provided on "AS IS" basis, with no guarantee of completeness, accuracy or timeliness, and without warranty or representations of any kind, expressed or implied. In no event will CloudEndure and/or its subsidiaries and/or their employees or service providers be liable to you or anyone else for any decision made or action taken in reliance on the information provided above or for any direct, indirect, consequential, special or similar damages (including any kind of loss), even if advised of the possibility of such damages. CloudEndure is not responsible for the update, validation or support of troubleshooting information.

Use this Troubleshooting Playbook to troubleshoot common networking, credential, CloudEndure AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. installation, and Data ReplicationThe process of copying all data blocks from selected disks on a Source Machine to Staging Disks. issues.

Networking

  1. Ensure that TCP Port 443 is open for traffic between the SourceThe location of the Source machine; Currently either a specific Region or Other Infrastructure. machines and the CloudEndure Service ManagerThe CloudEndure server..
    1. Establishing communication over Port 443
    2. Configuring communication over Port 443
    3. Verifying communication over Port 443
    4. Solving communication problems over Port 443.
  2. Ensure that TCP Port 1500 is open for traffic between the SourceThe location of the Source machine; Currently either a specific Region or Other Infrastructure. machines and the Staging AreaA part of the Target location; includes the Replication Servers’ subnet, IPs, and the Replication Servers and their disks..
    1. Calculating the bandwidth needed for Port 1500.
    2. Verifying communication over Port 1500
    3. Solving communication problems over Port 1500.
  3. Ensure that you have whitelisted all of the CloudEndure IPs in your firewall for Port 443.
    1. IPs to whitelist.

Credentials

  1. Troubleshooting issue: CredentialsAccount login information, including the Username and Password. you provided are either invalid or have insufficient permissions.
    1. AWS

Agent Installation

  1. Ensure that your machines meet the prerequisites for AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. installation.
    1. Prerequisites.
  2. Troubleshooting - Error: Installation Failed
    1. Linux
      1. Ensure there is enough free disk space on the root directory
      2. Ensure that the disks you want to replicate are inputted in the correct format.
      3. Ensure that you have the correct Kernel headers package installed.
      4. Ensure that the make, openssl, wget, curl, gcc, and build-essential packages are installed and stored in your current path.
    2. Windows
      1. Ensure that .Net Framework 3.5+ is installed on your machine.
      2. Ensure that your machine has at least 3 GB of free disk space in the root.
      3. Ensure that the net.exe and/or the sc.exe files are included in the PATH variable.
  3. Troubleshooting - AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is installed successfully but not running properly.
    1. Verify that the Agent is not running properly.
    2. Troubleshooting Steps
      1. Verify that the Agent is running on the Source machine
      2. Run the Agent manually.
      3. Verify that the Source machineThe computer, physical or virtual machine that needs to be protected by replication (Disaster Recovery) or migrated (Migration) The CloudEndure Agent is installed on the Source machine. has at least 200 MB of free RAM to run the agentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location..
  4. Troubleshooting - (Proxy environments only) - AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is running but cannot communicate with the CloudEndure Service ManagerThe CloudEndure server..
    1. Troubleshooting steps.
  5. Troubleshooting - Error: [Errno 110] Connection timed out
    1. Troubleshooting steps.
  6. Troubleshooting - Error: You need to have root privileges to run this script.
    1. Troubleshooting steps.
  7. Review the Agent Installation Log for any issues.

Data Replication

  1. Troubleshooting issues - Initial Replication Step errors.
    1. Step 1: Firewall rules creation failed
    2. Step 2: Failed to create a replication server
    3. Step 3: Failed to boot replication server
    4. Step 4: Failed to resolve CloudEndure Service Manager address in the replication server
    5. Step 5: Failed to authenticate the replication server with the CloudEndure Service Manager
    6. Step 6: Failed to download the CloudEndure replication software to the replication server
    7. Step 7: Failed to create staging disks
    8. Step 8: Failed to attach the staging disks to the replication server
    9. Step 9: Failed to pair the CloudEndure Agent with the replication server
    10. Step 10: Failed to establish communication between the CloudEndure Agent and the replication server
  2. Troubleshooting Issue - Finalized Initial Sync stuck in Data ReplicationThe process of copying all data blocks from selected disks on a Source Machine to Staging Disks. Progress
    1. Troubleshooting steps.
  3. Troubleshooting issue - Target machineThe Machine created during Test, Cutover or Recovery. (replica) creation failed.
    1. Troubleshooting steps.
  4. Replication Speed/LagA delay between the changes that occur on the Source and the replication of that changes to the Target. Lag appears when replication does not occur for a certain period of time. issues.
    1. Troubleshooting Lag issues.
    2. Testing replication speed.
  5. (AWS only) Replication stuck at 0% - C5 and M5 instances
    1. Troubleshooting steps.

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