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Backup Transport can not validate with AWS S3

Discussion in 'Data Protection' started by Nate Reist, Jul 20, 2018.

  1. Nate Reist

    Nate Reist Member

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    Hey there! I'm new here and I apologize if this isn't the correct forum to place this question in, if so let me know where I should post it and I will move it there.

    I'm having an issue with the cp backup transport not connecting to amazon to store the backups of my server. Up until yesterday this appeared to be working fine, but this morning it stopped moving backup files there and will no longer validate the credentials. I am sure the credentials are still valid as I have another server that still connects and backs up fine using the same credentials.

    I believe this maybe an SSL issue as I have looked through the logs and found these errors:

    Code:
    Upload attempt failed: Amazon::S3: Amazon responded with 500 Can't connect to s3-us-west-1.amazonaws.com:443
     at /usr/local/cpanel/3rdparty/perl/526/lib64/perl5/cpanel_lib/Amazon/S3/Bucket.pm line 136.
    ; And error aborting upload:  Amazon::S3: Amazon responded with 500 Can't connect to s3-us-west-1.amazonaws.com:443
     at /usr/local/cpanel/3rdparty/perl/526/lib64/perl5/cpanel_lib/Amazon/S3/Bucket.pm line 213.
    
    Code:
    Path creation failed:  Can't connect to s3-us-west-1.amazonaws.com:443
    
    LWP::Protocol::https::Socket: hostname verification failed at /usr/local/cpanel/3rdparty/perl/526/lib64/perl5/cpanel_lib/LWP/Protocol/http.pm line 46.
    : Can't connect to s3-us-west-1.amazonaws.com:443
    Another test using wp-cli brings up another SSL error ( maybe this isn't related by I thought it could be helpful to include the information )
    Code:
    $ wp core verify-checksums
    
    Error: Failed to get url 'https://api.wordpress.org/core/checksums/1.0/?version=4.9.7&locale=en_US': cURL error 51: SSL: no alternative certificate subject name matches target host name 'api.wordpress.org'.
    I have Root WHM access, here are the server details:

    Code:
    /etc/redhat-release:CentOS release 6.10 (Final)
    /usr/local/cpanel/version:11.72.0.10
    /var/cpanel/envtype:virtuozzo
    I've verified the hostname for the server has a valid working SSL from cPanel which doesn't expire until November. I updated the Service SSL Certificate after this issue started to see if it would resolve it, and restarted chkservd

    Any ideas on what I might be missing?

    Thanks in advance!
     
  2. cPanelMichael

    cPanelMichael Forums Analyst
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    Hello @Nate Reist,

    Can you open a support ticket so we can take a closer look at the affected system to see why the backup transport is failing? You can post the ticket number here and we will link this thread to the ticket.

    Thank you.
     
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  3. Nate Reist

    Nate Reist Member

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    Hello @cPanelMichael,

    I have been working on this over the past few days and seem to have uncovered something. In doing traceroutes of amazon aws subdomains and api.wordpress.org it was ending up at our server's IP address, which was odd and seemed like a networking issue. So I reviewed the /etc/hosts and /etc/resolv.conf files, restarted nscd, and tried a couple other things with no success. I did try updating the hostname which had been server.example.com to another sub domain dv02.example.com and the problem seems to have resolved, not sure if server is a subdomain we shouldn't be using. The hosts file still seems to contain part of the old host name (IPs and domains changed):

    Code:
    127.0.0.1        localhost localhost.localdomain localhost4 localhost4.localdomain4
    # Auto-generated hostname. Please do not remove this comment.
    255.255.255.255        dv02.example.com dv02 server.example.com server example.com example
    We get our WHM / cPanel through our hosting company so I wasn't sure if I could open a support ticket. Can I open a support ticket if we didn't purchase it directly? And should I still do that even though the issue seems to be currently resolved?

    Thanks.
     
  4. cPanelMichael

    cPanelMichael Forums Analyst
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    Hello Nate,

    It's possible that changing the hostname isn't what actually solved the issue. I've seen the "Upload attempt failed: Amazon::S3: Amazon responded with 500 Can't connect" error in the past when there were temporary network issues with Amazon or when they rate limit a specific server. I recommend contacting their support team if the issue reoccurs to see if they have any additional information to offer on why the connection was rejected.

    Thank you.
     
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  5. Nate Reist

    Nate Reist Member

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    Hey Michael,

    Thanks for the response. This seems like a weird issue for sure. I could definitely understand the potential of getting blocked by AWS for exceeding rate limits or problems with network, but would you think that api.wordpress.org would be effected at the same time? I guess that could be possible if wordpress.org was using AWS services as well, but it seems coincidental. If it happens again I will contact AWS and see if they can give me any answers.

    Do you know if requests from the cPanel backup transport actually log anywhere so I could find request IDs or any other debug information? That might make getting help from them easier. It seems like this could also just be a network issue with our host.

    Issues like this can be really difficult to debug, so I really appreciate your help! Thanks again.
     
  6. cPanelMichael

    cPanelMichael Forums Analyst
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    Hello Nate,

    POST headers are not logged for the Amazon S3 backup transporter at this time, but we do have internal case CPANEL-13356 open to request the addition of a debug feature that would ensure the POST headers are logged. I don't have a time frame to offer on the potential inclusion of this new feature, but I'll update this thread with more information on the status of this case as it becomes available.

    Thank you.
     
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