436 - How to test if a machine can connect to an AccountServer and/or StorageServer

If you have installed the Agent and it does not want to connect to the Storage Platform, you can use one of the following tests. 

Note: These instructions assume you back up directly to the Storage Platform on 192.168.1.1. All tests should be done from the machine where the Agent is installed.

Method 1 - Ping and telnet testing

1. If you use a domain name, check the domain resolution using nslookup to confirm that the name resolves to the expected IP address, e.g.: nslookup as.domain.com.
2. Test by doing a ping to the Storage Platform: ping 192.168.1.1.
3. If that works, do telnet tests to both the AccountServer and StorageServer. Assuming the AccountServer is on port 443 and the StorageServer on port 8443, it will be:

   telnet 192.168.1.1 443
   and
   telnet 192.168.1.1 8443

• If you get an error "Could not open a connection to host on port X", it means the AccountServer or StorageServer is not running on the expected port or could not be reached over the network.
• Alternatively, a Windows Firewall is still active and blocking the ports.
• If you get a blank screen, it means you are connected to something. Type in some text or use Ctrl-] and type "quit" to terminate the connection. Note that the AccountServer and StorageServer will display warnings about not receiving any data - this is normal.

It is important to note that although you are connected, this test will not tell you which server you are connected to. The connection target could be a web server and the response would be the same. The next test is what allows you to test what you are connecting to.

Method 2 - Storage Platform Comms Test Tool

1. Download the SP Comms Test utility from our Downloads section.
2. Unzip the contents to a folder and run A5SPTest.exe.
3. Specify the AccountServer or StorageServer IP (or hostname) and port and select Test Serve.
4. The utility will then connect to the AccountServer/StorageServer and, if successful, display the Storage Platform version, the length of time the service has been running, and the certificate status (production or demo).
5. You can also specify proxy settings to use.
6. The SP Comms Test tool will confirm that the service you are connecting to is a Redstor service and not a third party.
7. It will also inform you if there are any certificate issues, which may be caused by proxy servers or intrusion prevention systems (often part of an antivirus package). These can prevent the Agent from communicating correctly.

SP Comms Test Tool - successful test example:

Method 3 - Confirm Agent settings

1. Make sure the Agent is set up to backup to the right IP address or hostname. In the installation directory, open the defaults.properties file using a text editor and check for the entry SSL_SERVER. It should be 192.168.1.1\:443.
2. If this verifies correctly, it means you have the correct AccountServer but perhaps not the correct StorageServer. Initate a backup and check the AccountServer progress screen using the Storage Platform Console.
   • When you connect to the AccountServer you should see a log entry similar to this in the Console:
     

     10:27:32 Info: GroupName\AccountName - Backup client login request from 192.168.1.131 (Type=SE, Version=6.2.1.175, Service Pack=0, Brand=A5BP, OS=Windows 2003)
      10:27:32 Info: GroupName\AccountName - Sending client to StorageServer at 192.168.1.1:8443

   • Ensure that the 'Sending client to StorageServer' at 'IP AND PORT' is that of the StorageServer.
   • Direct connectivity to the StorageServer from the Agent can be confirmed using the SP Comms Test tool as described above.
   • If the AccountServer can be reached but the StorageServer cannot, firewall rules should be checked and may need to be modified, or the backup account may need to be moved to a different StorageServer.
     
     

Method 4 - Web browser

Open Internet Explorer, disable the proxy settings if the server is local, and connect to the AccountServer and StorageServer by typing in the following in the address bar (change the port from 8443 as appropriate):

https://192.168.1.1
and
https://192.168.1.1:8443

• You should get a security alert saying that the certificate is not trusted. This is normal.
• Click on 'Continue to this website (not recommended)'.
• If the connection to the Account is successful, you will get a Redstor AccountServer web page with a link to the AccountServer Admin Page.
• If the connection to the StorageServer is successful, you will get a Redstor StorageServer web page.

Note: If you experience certificate errors in the Agent or the SP Comms Test tool, you can check the certificate details when connecting. If the origin is not Redstor, you may have a certificate issue and should investigate further. For example:

Internet Explorer

Firefox