{"id":4145,"date":"2024-03-11T14:06:28","date_gmt":"2024-03-11T22:06:28","guid":{"rendered":"https:\/\/jetstreamsoft.com\/portal\/?post_type=ht_kb&#038;p=4145"},"modified":"2024-08-29T11:08:31","modified_gmt":"2024-08-29T19:08:31","slug":"subscription-status-unknown","status":"publish","type":"ht_kb","link":"https:\/\/jetstreamsoft.com\/portal\/jetstream-knowledge-base\/subscription-status-unknown\/","title":{"rendered":"Subscription Status Unknown"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Problem<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\">The JetStream DR UI may indicate the warning \u201c<em><strong>Subscription status unknown. Please check the management server\u2019s external connectivity.<\/strong><\/em>\u201d<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img fetchpriority=\"high\" decoding=\"async\" width=\"960\" height=\"444\" src=\"https:\/\/jetstreamsoft.com\/portal\/wp-content\/uploads\/2024\/03\/subscription1.png\" alt=\"\" class=\"wp-image-4146\" srcset=\"https:\/\/jetstreamsoft.com\/portal\/wp-content\/uploads\/2024\/03\/subscription1.png 960w, https:\/\/jetstreamsoft.com\/portal\/wp-content\/uploads\/2024\/03\/subscription1-300x139.png 300w, https:\/\/jetstreamsoft.com\/portal\/wp-content\/uploads\/2024\/03\/subscription1-768x355.png 768w, https:\/\/jetstreamsoft.com\/portal\/wp-content\/uploads\/2024\/03\/subscription1-50x23.png 50w\" sizes=\"(max-width: 960px) 100vw, 960px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\">On the <em>Configurations<\/em> screen the Subscription ID is reported with a yellow icon.\n<ul class=\"wp-block-list\">\n<li class=\"\">Mousing over the icon indicates the status \u201c<em>Unknown<\/em>\u201d<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"442\" src=\"https:\/\/jetstreamsoft.com\/portal\/wp-content\/uploads\/2024\/03\/subscription2-1024x442.png\" alt=\"\" class=\"wp-image-4147\" srcset=\"https:\/\/jetstreamsoft.com\/portal\/wp-content\/uploads\/2024\/03\/subscription2-1024x442.png 1024w, https:\/\/jetstreamsoft.com\/portal\/wp-content\/uploads\/2024\/03\/subscription2-300x130.png 300w, https:\/\/jetstreamsoft.com\/portal\/wp-content\/uploads\/2024\/03\/subscription2-768x332.png 768w, https:\/\/jetstreamsoft.com\/portal\/wp-content\/uploads\/2024\/03\/subscription2-50x22.png 50w, https:\/\/jetstreamsoft.com\/portal\/wp-content\/uploads\/2024\/03\/subscription2-1536x663.png 1536w, https:\/\/jetstreamsoft.com\/portal\/wp-content\/uploads\/2024\/03\/subscription2.png 1938w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Troubleshooting<\/h2>\n\n\n\n<ol start=\"1\" class=\"wp-block-list\">\n<li class=\"\">Validate the connection from the MSA to the MMS server (40.112.243.46).\n<ul class=\"wp-block-list\">\n<li class=\"\">The following error may be reported if the connection fails:<br><code>[root@fs087-msa ~]# curl -v https:\/\/40.112.243.46:443<\/code><br><code>About to connect() to 40.112.243.46 port 443 (#0)<\/code><br><code>Trying 40.112.243.46... Connection refused<\/code><br><code>couldn't connect to host<\/code><br><code>Closing connection #0<\/code><br><code>curl: (7) couldn't connect to host<\/code><br>\u00a0<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li class=\"\">From the MSA, navigate to <strong>\/var\/lib\/vme2\/logs\/ > jss.log<\/strong> and review the file.\n<ul class=\"wp-block-list\">\n<li class=\"\">If there is a communication between the MSA and MMS servers an MMS connection timeout error may be reported:<br><code>2023-12-08 14:44:18,912 ERROR <a href=\"ReplicationSiteHelper.java:490\">Thread-8<\/a> MMS status check failed.<\/code><br><code>at com.jetstream.jss.task.systemtask.MmsCommunicationTask.updateStatus(MmsCommunicationTask.java:152)<\/code><br><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li class=\"\">Check if a firewall is blocking the MMS server (<strong>jsdr-mms.azurewebsites.net\/40.112.243.46<\/strong>) on port 443.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">Resolution<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\">Open port 443 on the MMS server and verify connectivity to it from the MSA using the curl command: <kbd><strong>curl -v https:\/\/jsdr-mms.azurewebsites.net:443<\/strong><\/kbd><\/li>\n\n\n\n<li class=\"\">If the connection appears valid, wait a period of time to see if the warning goes away automatically.<\/li>\n\n\n\n<li class=\"\">If the warning persists, restart the <strong>vme2<\/strong> service on the MSA using the command: <kbd><strong>#service vme2 restart<\/strong><\/kbd>\n<ul class=\"wp-block-list\">\n<li class=\"\">The <em>PostgreSQL <\/em>and <em>Tomcat8 <\/em>services used by JetStream DR software will be stopped and then restarted.<\/li>\n\n\n\n<li class=\"\">The PostgreSQL service is the MSA DB service and the Tomcat8<em> <\/em>service is a webserver service.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li class=\"\">Verify that status of the MSA services using the command: <kbd><strong>#service vme2 status<\/strong><\/kbd>. PostgreSQL and Tomcat8 services should both appear running.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"746\" height=\"95\" src=\"https:\/\/jetstreamsoft.com\/portal\/wp-content\/uploads\/2024\/05\/image-2.png\" alt=\"\" class=\"wp-image-4905\" srcset=\"https:\/\/jetstreamsoft.com\/portal\/wp-content\/uploads\/2024\/05\/image-2.png 746w, https:\/\/jetstreamsoft.com\/portal\/wp-content\/uploads\/2024\/05\/image-2-300x38.png 300w, https:\/\/jetstreamsoft.com\/portal\/wp-content\/uploads\/2024\/05\/image-2-50x6.png 50w\" sizes=\"(max-width: 746px) 100vw, 746px\" \/><\/figure>\n\n\n\n<p class=\"is-style-info wp-block-ht-blocks-messages wp-block-hb-message wp-block-hb-message--withicon\">If the Tomcat8 service does not start, it can be manually restarted with the command <kbd><strong>#service msa-tomcat restart<\/strong><\/kbd> (only available for JetStream DR software version 4.3 and beyond).<\/p>\n\n\n\n<p class=\"is-style-alert wp-block-ht-blocks-messages wp-block-hb-message wp-block-hb-message--withicon\">If this issue persists resulting in the MSA being <a href=\"https:\/\/jetstreamsoft.com\/portal\/jetstream-knowledge-base\/jetstream-dr-for-avs-subscription-issue\/\" data-type=\"ht_kb\" data-id=\"3609\">unable to validate the Subscription ID<\/a>, it can result in suspension of VM protection.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Problem Troubleshooting Resolution<\/p>\n","protected":false},"author":1,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"nf_dc_page":"","footnotes":""},"ht-kb-category":[92],"ht-kb-tag":[217],"class_list":["post-4145","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-troubleshooting","ht_kb_tag-subscription"],"_links":{"self":[{"href":"https:\/\/jetstreamsoft.com\/portal\/wp-json\/wp\/v2\/ht-kb\/4145","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jetstreamsoft.com\/portal\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/jetstreamsoft.com\/portal\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/jetstreamsoft.com\/portal\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jetstreamsoft.com\/portal\/wp-json\/wp\/v2\/comments?post=4145"}],"version-history":[{"count":1,"href":"https:\/\/jetstreamsoft.com\/portal\/wp-json\/wp\/v2\/ht-kb\/4145\/revisions"}],"predecessor-version":[{"id":5057,"href":"https:\/\/jetstreamsoft.com\/portal\/wp-json\/wp\/v2\/ht-kb\/4145\/revisions\/5057"}],"wp:attachment":[{"href":"https:\/\/jetstreamsoft.com\/portal\/wp-json\/wp\/v2\/media?parent=4145"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/jetstreamsoft.com\/portal\/wp-json\/wp\/v2\/ht-kb-category?post=4145"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/jetstreamsoft.com\/portal\/wp-json\/wp\/v2\/ht-kb-tag?post=4145"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}