Macrium MultiSite Connection status


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Tony O'Connor
Tony O'Connor
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Macrium sitemanager Version 7.2.4394

but connection status says:
fatal error estestablishing encrypted connection

i have re-installed and rebooted server.

what other troubleshooting steps can i do? 

what firewall setting do i need to check?

Alex
Alex
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Tony O'Connor - 28 August 2019 11:05 AM
Macrium sitemanager Version 7.2.4394

but connection status says:
fatal error estestablishing encrypted connection

i have re-installed and rebooted server.

what other troubleshooting steps can i do? 

what firewall setting do i need to check?

Hi Tony,

There have been some fixes in the latest version of Site Manager (7.2.4447) which address some bugs in the MultiSite connection code. The best course of action would be to upgrade and see if the problem still exists. If so, you can check c:\programdata\macrium\sitemanager\remoteaccess.log for some detailed errors. You may also want to report this to the support team at https://www.macrium.com/support

In general, the process for a Site Manager to connect to a MultiSite instance is:
  1. The Site Manager performs an HTTPS request to tunnel.msadmin.macrium.com to perform secure validation and get next stage connection details.
  2. If it has been added to a MultiSite instance, the Site Manager will establish an outgoing SSH connection to a MultiSite server 
  3. In case of error or if the Site Manager is not part of a MultiSite instance, the Site Manager will try again after a timeout interval (this interval is set by the MultiSite server and may vary depending on load)
For firewall purposes, currently the Site Manager must be able to establish an outgoing HTTPS connection to tunnel.msadmin.macrium.com on port 443 and an outgoing SSH connection to the same IP on port 1004. 
tunnel.msadmin.macrium.com is hosted in Azure and has the static IP addresses 40.84.156.200, 13.84.162.176 and 13.65.241.157
The SSH port may change in future.


Kind regards,
Alex,
Macrium Development.

Tony O'Connor
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so if i can ping the following IP addresses 40.84.156.200, 13.84.162.176 and 13.65.241.157

site manager should be accessible to multi site manager?
Alex
Alex
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Tony O'Connor - 4 February 2020 10:21 AM
so if i can ping the following IP addresses 40.84.156.200, 13.84.162.176 and 13.65.241.157

site manager should be accessible to multi site manager?

Hi Tony,

This is correct - so long as outgoing connections to these IP addresses can be established via ports 443 and 1004, Site Manager should be able to establish a connection to MultiSite. There is a log in c:\ProgramData\Macrium\SiteManager\remoteaccess.log with any errors or connection details. 

Kind regards,
Alex,
Macrium Development.

Tony O'Connor
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the end of the log looks like:

[09/02/2020-22:35:33] INFO  MultiSiteConnection.cpp:629 MultiSiteConnection::ConnectionThreadMain Next time for retry
[09/02/2020-22:35:33] INFO  MultiSiteConnection.cpp:467 MultiSiteConnection::ConnectionThreadMain Updating remote connection config from server
[09/02/2020-22:35:33] INFO  MultiSiteConnection.cpp:274 MultiSiteConnection::UpdateConnectionFromServer Making request to https://tunnel.msadmin.macrium.com
[09/02/2020-22:35:33] INFO  InternetRequest.cpp:211 InternetRequest::InternalOperation   internet POST request - url https://tunnel.msadmin.macrium.com, type 2
[09/02/2020-22:35:33] INFO  InternetRequest.cpp:261 InternetRequest::InternalOperation   POST Attempt libcurl: https://tunnel.msadmin.macrium.com
[09/02/2020-22:35:34] INFO  MultiSiteConnection.cpp:315 MultiSiteConnection::UpdateConnectionFromServer Request success
[09/02/2020-22:35:34] INFO  MultiSiteConnection.cpp:342 MultiSiteConnection::UpdateConnectionFromServer Connection to sshtunneluser@40.84.156.200:1004 (redirect port 4279) requested
[09/02/2020-22:35:34] INFO  MultiSiteConnection.cpp:357 MultiSiteConnection::UpdateConnectionFromServer MultiSite https://invistechbackup.ms.macrium.com | invistechbackup uses this Site
[09/02/2020-22:35:34] INFO  MultiSiteConnection.cpp:486 MultiSiteConnection::ConnectionThreadMain Starting SSH tunnel forwarding
[09/02/2020-22:35:34] INFO  SSHReverseTunnel.cpp:146 SSHForwarder::StartForwarding    Attempting to open socket to 40.84.156.200:1004
[09/02/2020-22:35:34] INFO  SSHReverseTunnel.cpp:200 SSHForwarder::StartForwarding    trying IP4 address 40.84.156.200
[09/02/2020-22:35:56] ERROR SSHReverseTunnel.cpp:323 SSHForwarder::StartForwarding    Failed to establish SSH handshake -43
[09/02/2020-22:35:56] ERROR MultiSiteConnection.cpp:597 MultiSiteConnection::ConnectionThreadMain Fatal Error establishing encrypted connection, retry in progress
[09/02/2020-22:38:24] INFO  MultiSiteConnection.cpp:629 MultiSiteConnection::ConnectionThreadMain Next time for retry
[09/02/2020-22:38:24] INFO  MultiSiteConnection.cpp:467 MultiSiteConnection::ConnectionThreadMain Updating remote connection config from server
[09/02/2020-22:38:24] INFO  MultiSiteConnection.cpp:274 MultiSiteConnection::UpdateConnectionFromServer Making request to https://tunnel.msadmin.macrium.com
[09/02/2020-22:38:24] INFO  InternetRequest.cpp:211 InternetRequest::InternalOperation   internet POST request - url https://tunnel.msadmin.macrium.com, type 2
[09/02/2020-22:38:24] INFO  InternetRequest.cpp:261 InternetRequest::InternalOperation   POST Attempt libcurl: https://tunnel.msadmin.macrium.com
[09/02/2020-22:38:24] INFO  MultiSiteConnection.cpp:315 MultiSiteConnection::UpdateConnectionFromServer Request success
[09/02/2020-22:38:24] INFO  MultiSiteConnection.cpp:342 MultiSiteConnection::UpdateConnectionFromServer Connection to sshtunneluser@40.84.156.200:1004 (redirect port 4279) requested
[09/02/2020-22:38:24] INFO  MultiSiteConnection.cpp:357 MultiSiteConnection::UpdateConnectionFromServer MultiSite https://invistechbackup.ms.macrium.com | invistechbackup uses this Site
[09/02/2020-22:38:24] INFO  MultiSiteConnection.cpp:486 MultiSiteConnection::ConnectionThreadMain Starting SSH tunnel forwarding
[09/02/2020-22:38:24] INFO  SSHReverseTunnel.cpp:146 SSHForwarder::StartForwarding    Attempting to open socket to 40.84.156.200:1004
[09/02/2020-22:38:24] INFO  SSHReverseTunnel.cpp:200 SSHForwarder::StartForwarding    trying IP4 address 40.84.156.200
[09/02/2020-22:38:47] ERROR SSHReverseTunnel.cpp:308 SSHForwarder::StartForwarding    Failed to create listener for port 4279
[09/02/2020-22:38:47] ERROR MultiSiteConnection.cpp:597 MultiSiteConnection::ConnectionThreadMain Fatal Error establishing encrypted connection, retry in progress
[09/02/2020-22:48:05] INFO  MultiSiteConnection.cpp:629 MultiSiteConnection::ConnectionThreadMain Next time for retry
[09/02/2020-22:48:05] INFO  MultiSiteConnection.cpp:467 MultiSiteConnection::ConnectionThreadMain Updating remote connection config from server
[09/02/2020-22:48:05] INFO  MultiSiteConnection.cpp:274 MultiSiteConnection::UpdateConnectionFromServer Making request to https://tunnel.msadmin.macrium.com
[09/02/2020-22:48:05] INFO  InternetRequest.cpp:211 InternetRequest::InternalOperation   internet POST request - url https://tunnel.msadmin.macrium.com, type 2
[09/02/2020-22:48:05] INFO  InternetRequest.cpp:261 InternetRequest::InternalOperation   POST Attempt libcurl: https://tunnel.msadmin.macrium.com
[12/02/2020-14:26:30] INFO  MultiSiteConnection.cpp:781 MultiSiteConnection::ManualReconnect  User requested reconnection
[12/02/2020-14:29:23] INFO  MultiSiteConnection.cpp:815 MultiSiteConnection::OnSettingsUpdate  Settings changed
[12/02/2020-14:29:23] INFO  MultiSiteConnection.cpp:685 MultiSiteConnection::RefreshConnectionThread Shutting down remote connection thread
Alex
Alex
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Tony O'Connor - 12 February 2020 3:52 PM
the end of the log looks like:

[09/02/2020-22:35:33] INFO  MultiSiteConnection.cpp:629 MultiSiteConnection::ConnectionThreadMain Next time for retry
[09/02/2020-22:35:33] INFO  MultiSiteConnection.cpp:467 MultiSiteConnection::ConnectionThreadMain Updating remote connection config from server
[09/02/2020-22:35:33] INFO  MultiSiteConnection.cpp:274 MultiSiteConnection::UpdateConnectionFromServer Making request to https://tunnel.msadmin.macrium.com
[09/02/2020-22:35:33] INFO  InternetRequest.cpp:211 InternetRequest::InternalOperation   internet POST request - url https://tunnel.msadmin.macrium.com, type 2
[09/02/2020-22:35:33] INFO  InternetRequest.cpp:261 InternetRequest::InternalOperation   POST Attempt libcurl: https://tunnel.msadmin.macrium.com
[09/02/2020-22:35:34] INFO  MultiSiteConnection.cpp:315 MultiSiteConnection::UpdateConnectionFromServer Request success
[09/02/2020-22:35:34] INFO  MultiSiteConnection.cpp:342 MultiSiteConnection::UpdateConnectionFromServer Connection to sshtunneluser@40.84.156.200:1004 (redirect port 4279) requested
[09/02/2020-22:35:34] INFO  MultiSiteConnection.cpp:357 MultiSiteConnection::UpdateConnectionFromServer MultiSite https://invistechbackup.ms.macrium.com | invistechbackup uses this Site
[09/02/2020-22:35:34] INFO  MultiSiteConnection.cpp:486 MultiSiteConnection::ConnectionThreadMain Starting SSH tunnel forwarding
[09/02/2020-22:35:34] INFO  SSHReverseTunnel.cpp:146 SSHForwarder::StartForwarding    Attempting to open socket to 40.84.156.200:1004
[09/02/2020-22:35:34] INFO  SSHReverseTunnel.cpp:200 SSHForwarder::StartForwarding    trying IP4 address 40.84.156.200
[09/02/2020-22:35:56] ERROR SSHReverseTunnel.cpp:323 SSHForwarder::StartForwarding    Failed to establish SSH handshake -43
[09/02/2020-22:35:56] ERROR MultiSiteConnection.cpp:597 MultiSiteConnection::ConnectionThreadMain Fatal Error establishing encrypted connection, retry in progress
[09/02/2020-22:38:24] INFO  MultiSiteConnection.cpp:629 MultiSiteConnection::ConnectionThreadMain Next time for retry
[09/02/2020-22:38:24] INFO  MultiSiteConnection.cpp:467 MultiSiteConnection::ConnectionThreadMain Updating remote connection config from server
[09/02/2020-22:38:24] INFO  MultiSiteConnection.cpp:274 MultiSiteConnection::UpdateConnectionFromServer Making request to https://tunnel.msadmin.macrium.com
[09/02/2020-22:38:24] INFO  InternetRequest.cpp:211 InternetRequest::InternalOperation   internet POST request - url https://tunnel.msadmin.macrium.com, type 2
[09/02/2020-22:38:24] INFO  InternetRequest.cpp:261 InternetRequest::InternalOperation   POST Attempt libcurl: https://tunnel.msadmin.macrium.com
[09/02/2020-22:38:24] INFO  MultiSiteConnection.cpp:315 MultiSiteConnection::UpdateConnectionFromServer Request success
[09/02/2020-22:38:24] INFO  MultiSiteConnection.cpp:342 MultiSiteConnection::UpdateConnectionFromServer Connection to sshtunneluser@40.84.156.200:1004 (redirect port 4279) requested
[09/02/2020-22:38:24] INFO  MultiSiteConnection.cpp:357 MultiSiteConnection::UpdateConnectionFromServer MultiSite https://invistechbackup.ms.macrium.com | invistechbackup uses this Site
[09/02/2020-22:38:24] INFO  MultiSiteConnection.cpp:486 MultiSiteConnection::ConnectionThreadMain Starting SSH tunnel forwarding
[09/02/2020-22:38:24] INFO  SSHReverseTunnel.cpp:146 SSHForwarder::StartForwarding    Attempting to open socket to 40.84.156.200:1004
[09/02/2020-22:38:24] INFO  SSHReverseTunnel.cpp:200 SSHForwarder::StartForwarding    trying IP4 address 40.84.156.200
[09/02/2020-22:38:47] ERROR SSHReverseTunnel.cpp:308 SSHForwarder::StartForwarding    Failed to create listener for port 4279
[09/02/2020-22:38:47] ERROR MultiSiteConnection.cpp:597 MultiSiteConnection::ConnectionThreadMain Fatal Error establishing encrypted connection, retry in progress
[09/02/2020-22:48:05] INFO  MultiSiteConnection.cpp:629 MultiSiteConnection::ConnectionThreadMain Next time for retry
[09/02/2020-22:48:05] INFO  MultiSiteConnection.cpp:467 MultiSiteConnection::ConnectionThreadMain Updating remote connection config from server
[09/02/2020-22:48:05] INFO  MultiSiteConnection.cpp:274 MultiSiteConnection::UpdateConnectionFromServer Making request to https://tunnel.msadmin.macrium.com
[09/02/2020-22:48:05] INFO  InternetRequest.cpp:211 InternetRequest::InternalOperation   internet POST request - url https://tunnel.msadmin.macrium.com, type 2
[09/02/2020-22:48:05] INFO  InternetRequest.cpp:261 InternetRequest::InternalOperation   POST Attempt libcurl: https://tunnel.msadmin.macrium.com
[12/02/2020-14:26:30] INFO  MultiSiteConnection.cpp:781 MultiSiteConnection::ManualReconnect  User requested reconnection
[12/02/2020-14:29:23] INFO  MultiSiteConnection.cpp:815 MultiSiteConnection::OnSettingsUpdate  Settings changed
[12/02/2020-14:29:23] INFO  MultiSiteConnection.cpp:685 MultiSiteConnection::RefreshConnectionThread Shutting down remote connection thread

Hi Tony,

Looking at the logs, there are a couple of connection errors - 
[09/02/2020-22:35:56] ERROR SSHReverseTunnel.cpp:323 SSHForwarder::StartForwarding  Failed to establish SSH handshake -43
[09/02/2020-22:38:47] ERROR SSHReverseTunnel.cpp:308 SSHForwarder::StartForwarding  Failed to create listener for port 4279

These are comms errors which happen at different points in establishing the comms tunnel between the Site Manager and MultiSite servers - all the right comms seems to be happening, just experiencing a connection drop or interruption during the process. There were no MultiSite server outages at the weekend, so it's possible that whatever caused this is somewhere in the network path between the Site Manager and MultiSite servers. I would suggest a good start might be restarting the Site Manager service (or server if possible) to ensure that there's no cached networking information causing trouble. Our support team may be able to suggest some steps to working out why that connection failed. 

Kind regards,
Alex,
Macrium Development.

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