Troubleshooting AirGap

Introduction

This guide provides steps to open and close maintenance windows and how to stop replication in emergencies. It also covers solutions to common problems such as job failures due to active ransomware events.

Troubleshooting Procedures

Opening and Closing Maintenance Window - Enterprise AirGap

To manage the maintenance window for Enterprise AirGap, follow these steps:

1. Preparation:

   • Ensure that the environment variable EYEGLASS_OPEN_VAULT_ENABLED=true is set on the Vault Agent VM by checking /opt/superna/eca/eca-env-common.conf.
   • Collect the Vault Agent ID (EVA_ID) from either /opt/superna/eca/eca-env-common.conf or from /opt/superna/sca/data/airgap/AirGapVaultAgents.json.

2. Opening the Maintenance Window:

   • Use the following command to set the request for opening the vault:
     igls airgap vaultaccessrequest --interval=<DURATION> --vault=<EVA_ID>.
     Here, <DURATION> is in minutes.

3. Check Vault Access Requests:

   • To view existing vault access requests:
     igls airgap vaultaccessview [--vault=<EVA_ID>].

4. Closing the Maintenance Window:

   • You can cancel any active vault access request using:
     igls airgap vaultaccesscancel --vault=<EVA_ID>.

Opening and Closing Maintenance Window - Basic AirGap

For Basic AirGap, follow these steps to open and close the maintenance window:

1. Opening the Maintenance Window:

   • Collect the job name (JOB_NAME) from AirGap > Job History or from /opt/superna/sca/data/airgap/syncAirGap.json.
   • You will also need the policy name (POLICY) and the source name (SOURCE_NAME) from the Isilon source.
   • Run one of the following commands to open the maintenance window:
     • Using job name:
       igls airgap connect --job=<JOB_NAME> --timeout=<DURATION>[m|h]
     • Using policy and source:
       igls airgap connect --policy=<POLICY> --source=<SOURCE_NAME> --timeout=<DURATION>[m|h].

2. Closing the Maintenance Window:

   • To close the window, run the respective command:
     • Using job name:
       igls airgap disconnect --job=<JOB_NAME>.
     • Using policy and source:
       igls airgap disconnect --policy=<POLICY> --source=<SOURCE_NAME>.

Stop AirGap Replication in an Emergency

In case of an emergency where AirGap replication must be stopped to protect the replicated data, follow these steps:

1. Disable AirGap Replication:

   • SSH into Eyeglass as the admin user.
   • Run the command:
     igls airgap disable.
     This command quickly disables all AirGap policies, halting any syncing activity.

2. Re-enable AirGap Replication:

   • When the situation is resolved, re-enable the replication by running:
     igls airgap enable.

Common Issues

AirGap Job Failed Due to Active RSW Events

AirGap jobs might fail to start if there are active Ransomware events. These events can block AirGap jobs from proceeding.

Troubleshooting Steps:

1. Identify the Failure Point:

   • Check the AirGap > Job History to determine at what step the AirGap job failed.

2. Resolve Active RSW Events:

   • Review any active RSW events and resolve them.

3. Retry the AirGap Job:

   • Once the RSW events are resolved, either wait for the next scheduled job or manually start the job.

AirGap Job Failed After Default Timer Ran Out

Eyeglass has a timeout setting, airgapJobTimeout, which stops the AirGap SIQ job if it exceeds the specified time. By default, this is set to 240 minutes (4 hours). If jobs are failing due to this limit, you can extend the timeout.

1. Find the Current Timeout Value
   Check the file /opt/superna/sca/data/system.xml to find the current airgapJobTimeout setting.

2. Increase the Time Until Timeout

   Follow these steps to modify the timeout value:

   a. Switch to the root user:

   sudo su

   b. Open the file with a text editor:

   vi /opt/superna/sca/data/system.xml

   c. Locate the line with <airgapJobTimeout>240</airgapJobTimeout>, replace 240 with the desired timeout in minutes, then save the file.

   d. Restart the service to apply changes:

   systemctl restart sca

This procedure will update the timeout value, allowing longer AirGap jobs to complete without failure.

See Also