Symptoms
Although the login credentials and IP address are correct, it is not possible to log in to the Avamar Installation Manager (aka AVI).
Attempting to log in to the Avamar Installation Manager results in failure:
Login failed. Verify the username or password and try again.
The installer log (/usr/local/avamar/var/avi/server_log/avinstaller.log.0) shows a "Connection timed out" error from the NAT IP:
...
Apr 26, 2019 3:46:39 AM com.avamar.avinstaller.gwt.server.AvinstallerServiceImpl doLogIn
WARNING: [aviguiserv:doLogin] WsUrl from EMDB is null for host: null
Apr 26, 2019 3:46:39 AM com.avamar.avinstaller.gwt.server.AvinstallerServiceImpl doLogIn
INFO: [aviguiserv] doLogin: url is http://10.10.10.10:8580/avi/service/security/login
Apr 26, 2019 3:47:00 AM com.avamar.avinstaller.gwt.server.AvinstallerServiceImpl doLogIn
SEVERE: Connection timed out
Cause
Internally the Avamar software knows nothing about the NAT IP and it is not reachable from inside the Avamar server.
For example:
Server name: avamar.company.comIP Address: 192.168.32.10NAT IP Address: 10.10.10.10
The NAT IP address cannot be reached from the Avamar server:
ping -c4 10.10.10.10
PING 10.10.10.10 (10.10.10.10) 56(84) bytes of data.
--- 50.232.0.102 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 3024m
Only the internal IP address can be reached:
ping -c4 avamar
PING avamar.company.com (192.168.32.10) 56(84) bytes of data.
64 bytes from avamar.company.com (192.168.32.10): icmp_seq=1 ttl=64 time=0.017 ms
64 bytes from avamar.company.com (192.168.32.10): icmp_seq=2 ttl=64 time=0.010 ms
64 bytes from avamar.company.com (192.168.32.10): icmp_seq=3 ttl=64 time=0.012 ms
64 bytes from avamar.company.com (192.168.32.10): icmp_seq=4 ttl=64 time=0.012 ms
--- avamar.company.com ping statistics ---
4 packets transmitted, 4 received, 0% packet loss, time 3002ms
rtt min/avg/max/mdev = 0.010/0.012/0.017/0.005 ms
If attempting to log in using the NAT IP Address, Avamar attempts to use that address to authenticate the user internally, which causes the login to fail.
Resolution
1. Log in to the Avamar Utility Node as admin.
2. Ensure that the Avamar internally resolves its name using the internal IP:
nslookup avamar.company.com
Server:192.168.32.55
Address:192.168.32.55#53
Name:avamar.company.com
Address: 192.168.32.10
Note: If nslookup does not return Avamar's internal IP, instruct the customer to update the DNS records with the correct IP (or as a workaround add an entry for Avamar server with the internal IP in /etc/hosts file, noting that root privilege is required).
3. Log in to Avamar installation Manager using the Avamar name so that the Avamar server resolves the name to its internal IP.
Example of what the login URL should be:
https://avamar.company.com:8580/avi/
