Troubleshooting DNS and Name Resolution Issues Revised June 17, 2015

KB: 125514

Start Environment -

· All NetWorker versions

· All Avamar version
· All BRM versions (Backup & Recovery Manager)
· All DPA versions (Data Protection Advisor)
· All SourceOne Email Management
Reboot Hardware: This allows it to
bring itself back into the network
Issue -

· Server not able to communicate with Client to perform the

backup.
· Backup fails with any of the following error messages:
· 'Client name': Couldn't look up the
Issue name of
Yes End
Resolved ? address:'Backup_server_IP':node name
or service name unknown.
· Host name for IP address <IP_address>
No could not be determined through DNS
· Warning, cannot resolve host
<hostname> to <IP address>, name
Use ipconfig/ifconfig server may be misconfigured.
commands and verify IP · IP address for host '<host>' could not
address is valid be determined through DNS.
· Error "Request timed out"

Cause -

· There may be multiple causes:

Issue
Yes End · Hardware or LAN & WAN problems.
Resolved ?
· DNS server Problems.
· A computer got moved from one VLAN to another but kept
its old settings.
· Host files have wrong entries,
No · Local machine has old DNS settings in cache and has not
updated itself.
· Authentication method on both NetWorker server and
client was changed to oldauth.
Verify & Diagnosis DNS issue using · Settings in the Firewall, or DNS, or ACL have been
ping, ipconfig/ifconfig, nslookup, trace changed.
route, hosts file.

Refer - DNS Diagnosis Support Terms

and Tools: KB 197647
Note:
Open a command prompt and type IPCONFIG to verify
that the IP address is valid in your local network. If you
get a 169.x.x.x IP address then it cannot find a DHCP
server to get a valid IP Address
Issue
Yes End
Resolved ?

No

Go to 2A

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Troubleshooting DNS and Name Resolution Issues Revised June 17, 2015

2A

Check & Configure DNS

Forward & Reverse Lookup
Zones: KB 198676
Use ipconfig/ifconfig
commands and verify IP
address is valid

Issue
Yes End
Resolved ?

No

Check DNS Network

Connection Settings:
KB 198751

Issue
Yes End
Resolved ?

No

Set the Firewall rules to allow Note:

inbound and outbound TCP Refer following KB for resolution steps
packets both to-and-from the
Service ports. Set the For Avamar - Product Security Guide
connection port and service For Data Domain – KB 180581
port range for a server, client,
or node. For SourceOne – KB 198963
For Networker – KB 173639 & KB 203593

Issue
Yes End
Resolved ?

No

Go to 3A

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Troubleshooting DNS and Name Resolution Issues Revised June 17, 2015

3A

Check any local network settings such as ACL, VLAN's. Are the Note:
two machines on different VLAN's or different Networks that are Refer following KB for resolution steps
not communicating? You can usually tell this by the different IP
For Avamar - Product Security Guide
address ranges being used. Your local IT group would need to
modify ACL or VLANS if needed. See the 'Inside' and 'Outside' For Data Domain – KB 180581
Port settings to communicate through a Firewall
For SourceOne – KB 198963
For Networker – KB 173639 & KB 203593

Issue
Yes End
Resolved ?

No

Is Port forwarding or
mapping in use ?

No

Yes Note:
Refer following KB for resolution steps

For Avamar - Product Security Guide

Port forwarding is where you connect to a port on a gateway
machine or router and it automatically forwards you to another For Data Domain – KB 180581
port on another machine. Verify port numbers and if it is within For SourceOne – KB 198963
the required Port Range. If these are misconfigured or pointing
to invalid Ports, you will not be able to connect For Networker – KB 173639 & KB 199703

Verify there is no conflict

Issue with MAC address of Issue
No Yes End
Resolved ? hardware, Check with local Resolved ?
team

Yes

End

Contact EMC Support for further

investigation & resolution.
To open a chat, click here.
To open an SR, click here.

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