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Cloud Backup - error

amarvulliamarvulli Newbie ✭
in Mid Range Firewalls

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

sonicwall.png


Category: Mid Range Firewalls
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  • shiprasahu93shiprasahu93 Moderator

    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!

    Shipra Sahu

    Technical Support Advisor, Premier Services

  • John_LasersohnJohn_Lasersohn Moderator

    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.

  • AjishlalAjishlal Cybersecurity Overlord ✭✭✭

    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.

    image.png


  • AjishlalAjishlal Cybersecurity Overlord ✭✭✭

    Hi @John_Lasersohn

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

    image.png


  • amarvulliamarvulli Newbie ✭
    edited September 2020

    Hi @John_Lasersohn

    as

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

    Thanks for the support

    Schermata 2020-09-10 alle 08.08.34.png


  • StephenStephen Newbie ✭

    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?

  • StephenStephen Newbie ✭

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

  • John_LasersohnJohn_Lasersohn Moderator

    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.

  • MelvMelv Newbie ✭

    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_LasersohnJohn_Lasersohn Moderator

    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.

    Cloud Backup Melv-6546-79n.PNG
    Cloud Backup Melv-6547-83n.PNG


  • John_LasersohnJohn_Lasersohn Moderator

    I also have automatic cloud backups working on TZ-500W, which is very similar model to yours.

  • MelvMelv Newbie ✭

    Hi


    Thanks for the comment John.

    Support suggested I upgrade to the latest availible Firmware for my model. As per yours

    Still the same problem I am affraid, see below.

    image.png

    I agree. MUST be something upstream.

    I can make a local backup to the device no problem.

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