Symptoms

You are trying to deploy Virtual Appliance (in the web console, you click Add and select VMware ESXi). Or you want to change credentials for ESX(i) host/vCenter.

The following error appears:

Failed to connect to ESX server '[hostname_or_IP]'.
Failed to connect to ESX server 'https://[hostname_or_IP]/sdk'.

1) SOAP 1.1 fault: SOAP-ENV:Client[no subcode] "D" Detail: connect failed in tcp_connect()

OR

2) SOAP 1.1 fault: SOAP-ENV:Client[no subcode] "Host not found" Detail: get host by name failed in tcp_connect()

OR

3) SOAP 1.1 fault: SOAP-ENV:Client[no subcode] "No connection could be made because the target machine actively refused it. " Detail: connect failed in tcp_connect()

OR

4) SOAP 1.1 fault: "":ServerFaultCode[no subcode] "Cannot complete login due to an incorrect user name or password."

Solution

All these errors are returned by the SOAP protocol which is used to establish connection between Acronis Agent and the specified ESX(i) host/vCenter.

1. "SOAP 1.1 fault: SOAP-ENV:Client[no subcode] "D" Detail: connect failed in tcp_connect()." .

    

   This is a general communication error. The issue is that Acronis Agent is unable to connect to https://[hostname_or_IP]/sdk address, i.e. to the specified ESX(i) host or the vCenter.

   Please make sure that the specified ESX(i) host/vCenter is accessible through the network interfaces available to Acronis Agent (via 'ping' command for example). In case of Virtual Appliance-based installation you can switch to command-prompt from the console (open Virtual Appliance interface in vSphere client) via CTRL+SHIFT+F2 key combination and issue 'ping XXX.XXX.XXX.XXX' command, where 'XXX.XXX.XXX.XXX' is the IP or the hostname of the ESX(i) host/vCenter.

2. "SOAP 1.1 fault: SOAP-ENV:Client[no subcode] "Host not found" Detail: get host by name failed in tcp_connect()".

    

   This error means that the ESX(i) host/vCenter was specified by using its hostname which cannot be resolved to IP address.

   • This may happen if you install Acronis Windows Agent onto the same machine where vCenter is installed and you add the same vCenter into Acronis Agent's configuration. The vCenter (especially if it is installed under Windows 2008 or higher where IPv6 is enabled by default) hostname may be resolved to IPv6 address which is unsupported.  The solution is to specify the vCenter address using its IPv4 address or make sure that the hostname of the vCenter is resolved to IPv4 address from this machine (this can be done by modyfing the \windows\system32\drivers\etc\hosts file for example).
   • Another possible reason is that the added ESX(i) host/vCenter specified by name cannot be resolved due to misconfigured network on Acronis Agent. In case of Virtual Appliance the most typical situation is when there are manual IP settings applied, but the DNS server settings are not specified or specified incorrectly. To confirm that the name resolution works properly you can switch to command prompt from the console (open Virtual Appliance interface in vSphere client) via CTRL+SHIFT+F2 key combination and issue 'ping myESXhostname' command, where 'myESXhostname' is the hostname of the ESX(i) host/vCenter - the ping must be successful.
3. "SOAP 1.1 fault: SOAP-ENV:Client[no subcode] "No connection could be made because the target machine actively refused it. " Detail: connect failed in tcp_connect()".

    

   This is a general communication error which means that the specified address/port (for example https://[hostname_or_IP]/sdk ) could not be contacted since this request is rejected from the target side or there is no service listening on this port.

   You should make sure that you specified correct IP/hostname address of the ESX(i) host/vCenter you want to add into Acronis Cyber Backup and make sure that the necessary ports on the ESX(i) host/vCenter are opened in the firewall settings (required ports are available in Web Help: see product documentation for Acronis Cyber Protect Cloud and for Acronis Cyber Backup 12.5).

4. "SOAP 1.1 fault: "":ServerFaultCode[no subcode] "Cannot complete login due to an incorrect user name or password."

    

   Verify credentials of the specified ESX(i) host or the vCenter. See Assigning Privileges for ESXi Hosts and Assigning Permissions for ESXi for details.

If none of the above helps please contact Acronis Support.