Troubleshooting

1. In the event that a newly-created Double-Take Backup job disappears from the console or the status of a job reports as Communication Failure, close the console and then stop the OpenVPN and Double-Take services on both the servers (source and backup repository server or backup repository server and recovery server). Once they are both stopped, start the OpenVPN service first and then start the Double-Take service. It is important that the services be started in this order. Open the console and check the security credentials for the job.

After a recovery, you may find that your Windows Network Connection icons are missing or network services, such as RPC, may be unstable. A common response to this issue is to uninstall the network adapter, restart the computer, and let the system automatically detect and install the network adapter drivers. Do not do that. You do not want to uninstall the network adapter because you may lose connectivity to your recovery server and will need to delete it. Use the following procedure to restore missing or unstable network connections post-recovery.

1. Open the Windows registry and locate the key HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Network.
2. Delete the Config entry, so it will be re-created when you restart the computer. Make sure that you do not delete the Network subkey.
3. Open the Windows Control Panel and open the Network Connections to verify that any missing icons are now visible. You may need to press F5 to refresh the icons.
4. Right-click the newly-restored Network Connection icon and select Properties.
5. On the Properties window, make sure that Network Monitor and Network Load Balancing are disabled.
6. Enable Show icon in notification area when connected.
7. Click OK.
8. Restart your computer to apply the changes.
9. After the computer has restarted, login and verify the network connections and properties.
10. You can now edit as required any DNS, WINS, or other settings.

If you cannot successfully ping from both sides of the VPN connection, use the following tips.

1. Ensure that UDP port 1194 (OpenVPN) is open on the corporate and any host-based source server firewalls (Windows Firewall), and configure the firewalls to allow communication.
2. On the backup repository server, verify that the eip.txt file located in C:\Program Files\OpenVPN\easy-rsa contains the correct public IP address of your backup repository server by comparing the value to that listed on the Double-Take Cloud console.
1. If the address is blank or does not match, rerun the TARGET-VPN shortcut and again compare the address.
2. If the address now matches then you will need to rerun the SOURCE-VPN shortcut, replacing any previously copied files on all source machines.
3. On the backup repository server, run ipconfig /all and check that the TAP adapter has been assigned IP address 10.8.0.1.
1. If you do not see an address, restart the OpenVPN service using the Windows services applet.
2. If you still do not see an address, check the OpenVPN server log files and contact Double-Take Software CustomerCare.
4. On the source server, run ipconfig /all and check that the TAP adapter has been assigned an IP address in the 10.8.0.0/24 range.
1. If you do not see an address, check the OpenVPN client and server log files for errors. Restart the OpenVPN service using the Windows services applet.
2. If the IP address is not in the 10.8.0.0/24 range, check the client and server log files for errors. Run ipconfig /renew "Local Area Connection Name" where Local Area Connection Name is the name of the OpenVPN TAP or Tap-Win32 adapter.
5. If the IP address is in the range defined and you cannot ping it, try the following.
1. Open the Windows registry and locate the key HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Servcies\Tcpip\Parameters\DisableDhcpMediaSense. Change the value to 0, if it is not. For more information on the Media Sense feature, see Microsoft Knowledge Base article 239924.
2. Stop and restart the OpenVPN service.
3. Check the OpenVPN server log files and contact Double-Take Software CustomerCare.