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astroflash1
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Port Forwarding problem Hub 3 Acronis Dashboard

I can't access my Acronis backup data on my Acronis dashboard. I have had a lot of support from Acronis, they advised me 3 ports were required 443, 44445 and 55556 and also advised me to test these ports using telnet thus: telnet rpc.acronis.com 443 I should get a successful connection when trying with each port. Only port 443 works even with port forwarding set up. Acronis advised testing with another ISP so I setup the test on my O2 phone. If I telnet while connected to Wi Fi through the Hub 3 only port 443 works but if I telnet via the O2 network all three ports work. Is there a problem with the Hub 3 or the Virgin Network? Anyone else use Acronis TrueImage on Virgin with or without an issue accessing their data on their Acronis Dashboard?

 

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Travis_M
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Re: Port Forwarding problem Hub 3 Acronis Dashboard

Hi @astroflash1

 

Thanks for posting on our community forum!

 

Could you look into the link here https://www.virginmedia.com/help/virgin-media-set-up-port-forwarding-port-triggering and let me know how you get on with that?

 

Regards

Travis_M
Forum Team



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sophist
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Re: Port Forwarding problem Hub 3 Acronis Dashboard

This is another useful resource for setting up / troubleshooting port forwards... written by @ravenstar68.

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Tudor
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Re: Port Forwarding problem Hub 3 Acronis Dashboard

Your telnet is outgoing, Port Forwarding only works on incoming ports.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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astroflash1
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Re: Port Forwarding problem Hub 3 Acronis Dashboard

Thanks for replying, true my Telnet request is outgoing but it's a two way conversation and although I'm no expert I presume that as I have specified a particular port to connect with the Acronis server it's going to reply to the same port at my end rather than the default Telnet port. That would be why Acronis would ask me to run the command specifying the port(s) they need to be open at my end for the application to communicate as required. This is a test to confirm the ports are open, the application doesn't use Telnet.

I don't know if the failure occurs on the outgoing or the incoming response from the server when I run the Telnet command but I suspect it's the incoming and the router is the problem. Remember if I bypass the router and the virgin network by using the O2 network all ports specified work perfectly. 

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sophist
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Re: Port Forwarding problem Hub 3 Acronis Dashboard

Nope. The telnet initiates a tcp session - your firewall allows it outbound (it allows anything / everything outbound). Your router keeps a list in memory of all of the sessions it has open, and when return traffic comes back for that session it allows it because it’s established/related to an existing session. 

When you initiate the session, the software (telnet in this case) selects a random port on your local machine as the source port. This hits the hub and is NAT’d from the local address/port combo to the hubs public interface. At this point the source port might change, but the hub manages all of that and keeps a record of which internal ip/port combos map to the external ip/port combos. When the return traffic comes back from the Acronis server, it will have a destination of your external ip address and the port that the hub initially sent the traffic from. The hub recognises this as part of an open session and passes the return traffic back to the local ip/port combo it has in memory for that session.

That said, your symptoms are strange. The hub is a simple device that doesn’t do anything interesting with traffic - it just shovels it around based on some very simple rules. It is not blocking the traffic because of port forwards etc.

Port forwards are required when you want to *initiate* a connection from the internet to a device on your local network - with the port forward configured your hub will forward all traffic that arrives on the specified port to the configured local ip/port combo. 

I’m  not sure what you can do from a windows machine to troubleshoot this further - it lacks some of the tools I’d use to see where the traffic is being blocked (I.e  at the hub or further along in the network).  It’s possible that your hub has got some weird issue that is blocking/dropping the outbound connection on those high ports - all I can really suggest at this stage is a 60second pinhole reset and see if that kicks it back into life… 

edit: having done some testing of my own, are you 100% certain that the server name rpc.acronis.com is accurate for the traffic destined for ports 44445 and 55556? I am also unable to connect to those ports on that dns name - and my testing would suggest that rpc.acronis.com isn't listening on those ports.. 

below is a traceroute, using tcp traffic on port 443, to rpc.acronis.com

Spoiler
Tracing the path to rpc.acronis.com (69.20.59.83) on TCP port 443 (https), 30 hops max
1 * * *
2 aztw-core-2b-xe-103-0.network.virginmedia.net (62.252.112.129) 11.774 ms 14.375 ms 13.049 ms
3 * * *
4 * * *
5 * * *
6 m686-mp2.cvx1-b.lis.dial.ntli.net (62.254.42.174) 31.293 ms 29.335 ms 19.318 ms
7 213.46.174.118 26.043 ms 27.620 ms 12.166 ms
8 ldn-bb1-link.ip.twelve99.net (62.115.122.188) 32.734 ms 19.838 ms 16.346 ms
9 nyk-bb2-link.ip.twelve99.net (62.115.113.20) 93.574 ms 89.698 ms 94.499 ms
10 * * ash-bb2-link.ip.twelve99.net (62.115.136.201) 94.186 ms
11 ash-b1-link.ip.twelve99.net (62.115.143.121) 94.256 ms 96.857 ms 95.504 ms
12 rackspace-ic302157-ash-b1.ip.twelve99-cust.net (62.115.32.122) 96.748 ms 94.606 ms 96.343 ms
13 * * *
14 coreb-dcpe1.iad3.rackspace.net (69.20.2.165) 97.985 ms 96.190 ms 93.709 ms
15 coreb-core7.iad3.rackspace.net (69.20.2.113) 97.205 ms 93.446 ms 100.741 ms
16 core7-aggr402a-2.iad3.rackspace.net (69.20.3.113) 103.106 ms 95.233 ms 98.203 ms
17 69.20.59.83 [open] 96.281 ms 98.819 ms 1405.036 ms

and here is a traceroute, using tcp, destined for rpc.acronis.com on port 44445

Spoiler
Tracing the path to rpc.acronis.com (69.20.59.84) on TCP port 44445, 30 hops max
1 * * *
2 aztw-core-2b-xe-103-0.network.virginmedia.net (62.252.112.129) 10.678 ms 11.200 ms 9.644 ms
3 * * *
4 * * *
5 * * *
6 m686-mp2.cvx1-b.lis.dial.ntli.net (62.254.42.174) 14.687 ms 15.567 ms 17.150 ms
7 213.46.174.118 18.670 ms 15.770 ms 16.497 ms
8 ldn-bb4-link.ip.twelve99.net (62.115.120.238) 18.950 ms 18.376 ms 22.700 ms
9 * * nyk-bb1-link.ip.twelve99.net (62.115.112.244) 96.490 ms
10 rest-bb1-link.ip.twelve99.net (62.115.141.244) 90.559 ms 97.271 ms 98.819 ms
11 ash-b1-link.ip.twelve99.net (80.91.248.157) 100.208 ms 94.533 ms 93.631 ms
12 rackspace-ic302157-ash-b1.ip.twelve99-cust.net (62.115.32.122) 100.360 ms 101.040 ms 93.989 ms
13 * * *
14 corea-dcpe1.iad3.rackspace.net (69.20.2.161) 90.511 ms 125.502 ms 88.117 ms
15 corea-core8.iad3.rackspace.net (69.20.2.99) 89.070 ms 89.964 ms 89.355 ms
16 core8-aggr402a-2.iad3.rackspace.net (69.20.3.115) 89.553 ms 89.617 ms 93.189 ms
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *
Destination not reached

Note, in the second trace that hop 16 is the same hop as the penultimate hop from the first trace, so traffic on port 44445 is going all the way through the virgin network, eventually ending up at rackspace's network (where acronis host this particular server) and isn't successfuly hitting the final hop (hop 17 from the first trace) on the specified port.  

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astroflash1
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Re: Port Forwarding problem Hub 3 Acronis Dashboard

All I can tell you is Acronis told me to check the required ports thus https://www.acronis.com/en-gb/articles/telnet/ and if I get the blank screen as shown then all is good. As I have said 443 OK, 44445 and 55556 not. Acronis then said try another ISP so I installed Termius on my mobile phone and ran the commands while connected to wi-fi and got the same result as on my laptop but when I disconnect from wi-fi and used O2 I get the blank screen whichever port I test. I have also tethered the phone to my laptop and when I telnet from Windows thru O2 via the phone I get the expected 'connected' blank screen with all the ports.

I also tried Tracert (can't specify port) and got similar to your second result but I think that might be limitations with traceroute especially versions that use ICMP.

I might try the Hub reset and possibly put it into modem mode and connect another wireless router to it but not immediately - not convenient at the moment.

Thanks for the info and your time. Appreciated.

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astroflash1
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Re: Port Forwarding problem Hub 3 Acronis Dashboard

As you can see from other responses it's not a port forwarding issue but something much more sinister!

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astroflash1
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Re: Port Forwarding problem Hub 3 Acronis Dashboard

I think I have been misled by Acronis support, the link I just attached is one I just found, I was originally sent instructions in an email. Having read the full page and some others linked at the bottom of the page such as this one https://kb.acronis.com/content/4350 which lists the ports required by TrueImage.

cloud-rs-eu3.acronis.com 55556
cloud-fes-eu3.acronis.com 44445
web-api-tih.acronis.com 443
web-api-tie.acronis.com 443
web-api-vmp.acronis.com 443
rpc.acronis.com 443

I have telneted each port now with the correct server and what do you guess? They all work. Back to Acronis support!

Thanks everyone for you input.

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