Appliance with connectivity status as stale

[JoseRocha]

I am uncertain about the cause, but my appliance has suddenly lost connectivity with the backup DR console. The connectivity status appears to be stale, and I am receiving the following error message:

"Failed to get the latest appliance version from 144431021242 due to error 10023: failed getRequest: <ip_appliance> caused by connection timed out."

When I right-click on the appliance, the only option available is to remove it. If I proceed with this action, will it compromise my backup?

[francislouie]

Hi JoseRocha,

Welcome to Google Cloud Community!

Based on the error provided, the connection timed out could be be any of the following:

• The host is not powered on.
• The Backup and DR agent is not installed.
• The Backup and DR agent is installed but not running.
• The firewall for the VPC is not allowing ingress traffic to port 5106 on that host.
• There is no network connectivity between the appliance and host.

Here are some troubleshooting steps:

1. Validate Appliance Status:

• Try rebooting both the appliance and the backup DR console.
• SSH into appliance VM or other VM instance, run ping command or curl command to test connectivity the console

2. Test Network Connectivity: 

• Run TCP Connection Test:  Attempts a TCP connection to the target IP and port. If successful, the connection is closed immediately without transferring any data. If not successful it returns a failure message. Most commonly used to verify if firewalls are blocking traffic, or if a destination host is listening on a specific TCP port.
• Run Ping test: to determine reachability of a target host

3. Validate Network configuration

• Ensure firewall rules allow traffic between Appliance and management console on port[5106/5107]
• Ensure the appliance and management console are in the same VPC

4. Review the Logs and Events

• Download logs from the Backup/recover appliances
• In this documentation, you are able to search the EventID, event message, and recommended workaround. 

Removing the appliance will directly impact your backups and disrupt management and monitoring until the appliance is re-added. Please note that re-adding the appliance may fail if the underlying connectivity issue is not resolved

If you need further assistance, please don’t hesitate to reach out to the Google Support team.

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