Unitrends trying to connect to appliance via external IP?

willpratt · 2017-04-10T01:55:05.000Z

So, I’ve been trying to troubleshoot an issue with one of my Windows 2012R2 based app-servers backing up to our UEB Appliance across VLANs. When you try to kick off a job in the UI, it only says that the job has been canceled after a few minutes. But when you look at the logs on the server itself, you can see the following log file entries:

04/09/17 22:57:20 : MainListen : OPEN NETWORK CONNECTION.
04/09/17 22:57:20 : OUTGOING PACKET::: ACK :::: Ack Req Approved ::::::
04/09/17 22:57:20 : Local Host: 172.16.70.55
04/09/17 22:57:20 : Remote Host:

DNS is working correctly, and all the necessary ports are open between the VLAN where the Unitrends box lives and where the server in question is. Sorta at a loss for this one. Any help you could offer would be appreciated.

katie-unitrends · 2017-04-10T11:49:23.000Z

Will - I’m sorry to hear that you’re having these issues. Can you tell me a bit more about your setup? Is this a physical appliance? What version of Unitrends are you running?

willpratt · 2017-04-10T11:59:56.000Z

Oops! Knew I forgot to include some pertinent details. It’s the ESXi virtual appliance, we’re running version 9.2.0-2.201703031625.CentOS6 according to the WebGUI and agent version 9.2.0-2.

katie-unitrends · 2017-04-10T15:41:00.000Z

Just to confirm, did you deploy this Unitrends instance as an EXE or OVA?

willpratt · 2017-04-10T16:09:06.000Z

I used the OVA.

katie-unitrends · 2017-04-10T16:37:21.000Z

Thanks for confirming. You mentioned a VLAN - is the client in another location?

willpratt · 2017-04-10T16:50:43.000Z

They’re all in the same physical location, I just have some of my servers broken out into different VLANs.

katie-unitrends · 2017-04-10T18:36:18.000Z

Can you communicate with any of the other VMs in this VLAN?

willpratt · 2017-04-10T18:38:29.000Z

Not with Unitrends (I only have data on the one VM, and am only interested in backing that particular system up), but I can pass network traffic to/from both VMs just fine.

katie-unitrends · 2017-04-10T19:05:44.000Z

Thanks for confirming. It sounds like there’s a communication error between your appliance and the VLAN in question. I think that the best way to resolve this is to have our support team open a support tunnel and troubleshoot from there. Do you want to call our support team on your own, or should I open a ticket for you? If you’d like my help, I’ll need your asset tag number and whether you’d prefer for them to initiate contact via phone or email.

willpratt · 2017-04-10T19:07:02.000Z

Is that possible with the Free/Spiceworks license?

katie-unitrends · 2017-04-12T13:01:58.000Z

Since this is a special situation, we want to extend a one time support call on us. If you’d like to take us up on this, please send me your asset tag information and your contact details.

willpratt · 2017-04-12T17:57:32.000Z

Wow, that’s really awesome of you guys, thanks! PM Incoming.

stevejordan4 · 2017-04-13T17:20:34.000Z

Be sure ports 1743 through 1749 are open.

willpratt · 2017-04-17T11:42:21.000Z

I’ve got the firewall set to any/any between the vlan where the unitrends box lives and where the server in question lives as part of trying to troubleshoot this on my own.

katie-unitrends · 2017-04-17T11:45:05.000Z

Will - I haven’t seen a private message come through to my Spiceworks Inbox from you yet. When do you think that you’ll be able to send me your contact information so that we can get you in touch with support?

willpratt · 2017-04-17T11:46:59.000Z

How very strange, I sent it less than 5 minutes after I posted last in this thread. I’ll send it again now.