I received email from ThePlanet with instructions to assign a new vault to my DiskSync installations for various servers I maintain. I followed the instructions, however when I attempt to SYNC, I am getting handshake failures.

Anyone else? I'll submit a ticket, but I thought it would be useful to document the problem and solution here for everyone.

Hi Hedges,

The handshake error only occurs whenever the authentication settings for your vault account are incorrect. You may need to verify the credentials you are using. However if you are still having problems, then the credentials are on the vault may not match what is listed in Orbit. If that is the case, then you would need to submit a ticket so that we can fix that for you.

I hope you were able to get it resolved, and glad you decided to ask about this.

The hostname in the e-mail I received doesn't even exist, that could be what you're seeing as well. I got a rather snippy response from a Planet technician to the tune of she had no idea what I was talking about and couldn't reproduce the issue, followed by some pings to an as-of-yet unmentioned disksync hostname. She advised me that I should be more specific in my report next time of problems and to try again. As of right now, the hostname (ux-disksync05.dllstx2.inside.theplanet.com) still does not exist. I suppose I should've thought twice about the validity of the information contained in the e-mail from The Planet... obviously this was an oversight on my part.

I figured out my problem.

It seems that the account had changed in that I now needed to include a dash followed by the username in the account name. Before, it was just the account name (CXXXXX) instead of CXXXXX-10XXXX.

Damon,

Thank you for pointing that out. We did have a miscommunication on our end which resulted in the wrong hostnames being sent out. You should have received another notification with the correct hostnames.

If you were given ux-disksync05.dllstx2.inside.theplanet.com, the correct hostname should have been wx-disksync05.dllstx2.theplanet.com. I hope that this has been communicated to you by now and that you were able to migrate properly.

As for the hostnames that were first sent out, here is a mapping from what we initially stated and what they should be:

ux-disksync04.dllstx2.inside.theplanet.com -> wx-disksync04.dllstx2.theplanet.com
ux-disksync05.dllstx2.inside.theplanet.com -> wx-disksync05.dllstx2.theplanet.com
ux-disksync06.dllstx2.inside.theplanet.com -> wx-disksync06.dllstx2.theplanet.com
ux-disksync07.dllstx2.inside.theplanet.com -> wx-disksync07.dllstx2.theplanet.com
ux-disksync08.dllstx2.inside.theplanet.com -> wx-disksync08.dllstx2.theplanet.com

Basically, the 'ux' is replaced with 'wx' and the 'inside' part is removed.

Hedges, were you able to get everything working? Your account name should have always been CXXXX-XXXX. When we migrated the account information, we cloned everything to the new servers exactly as they were on the old servers. So as far as that piece goes, there should have been no changes.

It has worked for some servers, but not for all. I have ticket# 4995580PLNT open on one of those servers that is not working. I'm getting the handshake error. Hostname, username and password appear correct and match orbit, so I don't know why it isn't working on this one.

Thanks!

Thanks Hedges, I'll check it out and update that ticket.

Mike,

Thanks for prompt help!
I'm good to go!!!

--Hedges

Having the same issue as Hedges - handshake failures.

Using the updated hostname, and all other details are as per Orbit but still no joy.

I tried Hedges' idea of using the Account-Username (CXXXXX-3XXX) as listed in Orbit rather than the Account as listed in the email I received (CXXXXX) for the Account field, but that resulted in a status of "Failed" as opposed to the handshake failure.

Opened a ticket but their answer was fairly unhelpful … anyone have any ideas?

--can't seem to delete this -- double post--

Update: I also seem to have two completely different Disksync entries in the Orbit password list. Same deal (handshake fail) for both sets of details.

Jul24 17:58 BRTP-I-0000 Network connectivity failure detected (on receive).
Jul24 17:58 BRTP-I-0000 Reconnection attempt 1 of 120 with timeout 30s between successive attempts
Jul24 17:58 BRTP-I-0000 gracefully closed connection encountered while in receiving operation
Jul24 17:58 BRTP-I-0000 The Vault process is no longer available for reconnection
Jul24 17:58 SSET-E-0008 RPC-E-CANTRECV, failure in receiving results
Jul24 17:58 RSYN-F-0014 job failed to complete

Are these the same handshake errors or is this another problem? I submitted this to the ticket I had open on Thursday at 7pm and as of Saturday morning, have yet to receive any response from the backup team about it.

Cam, Damon,

If you two would like to PM me your ticket numbers, I could take a look at these. It might be on our end, and seeing more than one of these at a time would make it easier to detect if there is some kind of bigger problem that needs to be taken care of.

Thanks!