Network Connectivity Errors

When eazyBackup uploads files to your eazyBackup Storage Vault (or to a cloud storage provider) over the internet. Occasionally, you may see errors such as the following:

• Malformed response from the server: Post "https:/www.... dial tcp: lookup: no such host

• Couldn't save data chunk:

• HTTP/1.x transport connection broken

• net/http: request canceled (Client.Timeout exceeded while awaiting headers)

• wsarecv

• wsasend

• An existing connection was forcibly closed by the remote host

• dial tcp: lookup [...]: no such host

• connectex: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond.

eazyBackup retries the upload several times, but eventually gives up. After a failed data chunk upload, you may see several more messages of the form Couldn't save data chunk: context canceled while eazyBackup terminates the other upload threads.

Network errors have many possible causes:

• Customer's PC

• Customer's network

• Customer's ISP

• Internet outages between customer's ISP and eazyBackup

• Customer router is not capable of handling a large number of open connections for parallel transfers

To troubleshoot these issues, please check:

• Does the backup succeed if it is retried?

  • Many network errors are temporary and will only occur rarely. In addition, a repeated second backup job will often run faster because many of the existing data chunks have already been uploaded. (Any unused data chunks in the Storage Vault will be automatically cleaned up by the next retention pass.)

• Does the error message always happen at a certain time of day?

  • It may be possible to reschedule the backup to avoid times of heavy internet congestion.

• Check for packet loss using the instructions below, and test the latency between your device and our servers.

• Routers can be overloaded, does the backup succeed if the router is rebooted?

Network errors often appear when the customers network is not capable of handling a large number of open connections between your device and our service. If your network is unable to handle this, you often will see network related errors in your backup logs.

• To check for packet loss: From windows command prompt, you can run:

  ping -n 100 csw.eazybackup.ca
  ping -n 100 csw.onlinebackupcanada.ca

• Check TCP segments retransmitted before and after a backup - From windows command prompt run:

  netstat –s –p tcp

  - Make a note of the current values (before backup) of Segments Sent and Segments Retransmitted - Run a manual backup, wait for it to finish - run:

  netstat –s –p tcp

  - Check the number of segments sent and retransmitted, this way you can see the percentage of packet loss during the backup.

---

eazyBackup