65145: Acronis Cyber Infrastructure: failed backups via backup agents with version 12.5.15300 or older after update of ACI to 3.5.4(24) version

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Applies to: 

Last update: 18-11-2022

As a service provider using Acronis Cyber Protect Cloud solution you have a hybrid storage organized for storing backups such as Acronis Cyber Infrastructure. After update of ACI cluster to the version 3.5.4 (24) you started to observe failing backups with Network connection failed due to timeout error.

Symptoms

1. ACI cluster is updated to 3.5.4-24 version:

[root@node01 ~]# cat /etc/hci-release
Acronis Cyber Infrastructure 3.5.4 (24)
[root@node01 ~]# vstorage-abgw --version
Acronis Backup Gateway 2.7.53

2. Backups with destination to the ACI storage are failing with error Network connection failed due to timeout. Backup agent pcs.log shows that connections are being closed by backup gateway:

2020-06-12T17:45:24:971+00:00 140241358825216 E00000000: rq#3530: gw closed the connection prematurely
2020-06-12T17:45:24:971+00:00 140241358825216 W00000000: rq#3530: communicate_get_file_info: failed to send the request: -10 (Message dropped due to abort of network connection)

3. In Backup Gateway /var/log/vstorage/abgw.log.zst on ACI nodes the following messages can be seen on attempt to establish connection by backup agent:

[root@node01 ~]# zstdcat /var/log/vstorage/abgw.log.zst |  less
...
2020-06-12 17:45:24.735 accept#925: accepted a connection from X.X.X.X:56666
2020-06-12 17:45:24.735 accept#925: client_hello_cb: server name 'backupgw01.mydomain.com:44445' is ok
2020-06-12 17:45:24.796 accept#925: subject '/CN=34#254980::/unstructuredAddress=@9999999999', SN 10899
2020-06-12 17:45:24.852 accept#925: client passed .jwt_handshake flag while using a certificate
2020-06-12 17:45:24.852 s#902.c#925: msr_conn_abort
2020-06-12 17:45:24.852 s#902.c#925: msr_conn_fini
2020-06-12 17:45:24.852 s#902: msr_session_abort
2020-06-12 17:45:24.852 s#902: msr_session_fini

4. Backup agents have version 12.5.15300 or older and have available updates in Backup Console > Settings > Agents.

Cause

Issue in the product.

Solution

The issue has been fixed in scope of version 3.5 update 4.1, build 3.5.4-26, update to the latest version both ACI and backup agents to avoid the issue.

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