Cloud Backup - error

amarvulli · September 2020

Hello

we have a NSA 3600 whit firmware SonicOS Enhanced 6.5.4.6-79n

The cloud backup has always worked, now if I try to make a manual backup it goes into error:

Error: Failed to upload preference backup file. [Cloud service connection failed [-11]]

In the diagnostic the my sonicwall etc it's working

John_Lasersohn · September 2020

Thanks @Ajishlal . The Engineering ticket I created was MSW-8800 and it was solved last night. I've seen reports from affected customers that their Cloud Backups are now working, I also confirmed on multiple lab units that it is resolved.

Both a scheduled automatic cloud backup (3:00 AM PDT) and a manual one (10:20 AM PDT) worked properly on TZ-570W on latest SonicOS 7.0.0-P451 build. Image attached.

shiprasahu93 · September 2020

Hello @amarvulli,

Please make sure that you are using public DNS servers like 8.8.8.8 on the firewall and test again. If that does not help, please reach out to our support team and we can check if there is some communication issue with the back-end.

https://www.sonicwall.com/support/contact-support/

Thanks!

John_Lasersohn · September 2020

Hello @amarvulli - I am about to write a ticket for our Engineering team to look into this. We have customer cases reporting this, and our lab firewalls also fail. We get this UI error:

Status: Error: Failed to upload preference backup file. [MSWAPP:FILEUPLOADFAIL]

I will update this thread once this is done.

Ajishlal · September 2020

Hi @John_Lasersohn @shiprasahu93

The Cloud Auto backup also stopped since 7th of this month.

OS 6.5.4.6-79n also having same issue.

Ajishlal · September 2020

Hi @John_Lasersohn

Thanks for your prompt support. The issue has been resolved and I can see the today successful backup on my NSA.👍️

amarvulli · September 2020

Hi @John_Lasersohn

as

@Ajishlal i checked and the automatic and manual backup are working correctly now!

Thanks for the support

Stephen · September 2020

I also have this issue, on sw_tz-350__eng_6.5.4.6-79n.

Sadly its not revolved itself, has anyone done anything to fix this?

Stephen · September 2020

I have opened a case and they have taken logs and say it should fix itself within a few days..

John_Lasersohn · September 2020

Hello @Stephen - for future reference, the cloud backups use HTTPS to wsdl.mysonicwall.com [204.212.170.212], they can be seen on packet captures on the firewall if you choose Firewall-Generated packets inside the Advanced tab. If not resolved, captures of that may be helpful.

Melv · October 2020

Hi.

I have not had a successfull cloud backup since I upgraded to 6.5.4.6-79n on the 1st Oct. Support has been on the case since and nothing to fix just yet.

My error message is: Error: Failed to upload preference backup file. [MSWAPP:FILEENCRYPTFAIL]

Anyone else got any ideas or the same error?

Melv.

TZ600

John_Lasersohn · October 2020

Hi Melv - I will try my TZ600 also, but two other firewalls on same and later firmware are working with cloud backups. I am guessing there is something upstream getting in the way of the cloud HTTPS traffic.