Troubleshooting Internal Server Errors in WCN During Source-Target Pairing and Policy Modifications

Customers sometimes encounter internal server errors when pairing a new source target or applying or modifying policies in Wasabi Cloud NAS. This issue typically occurs due to one of the following reasons:

• Bucket Removal from Cloud Without Updating Cloud NAS: If a bucket is removed from the cloud but still exists in the Cloud NAS application, it may cause synchronization issues, leading to internal server errors.
• Control Folder Name Change Not Reflected in Cloud NAS: If the control folder name is changed but the change is not updated in the Cloud NAS application, it can result in errors when attempting to apply or modify policies.

To resolve the Internal Server Error issue, follow these steps:

1. Download and install DebugView:
   • Download and install DebugView on your Windows machine. After launching DebugView, go to the Capture tab and select Capture Global Win32 to begin capturing system debug output.

   

2. Reproduce the Error:
   • Perform some actions in the Cloud NAS application (e.g., attempt to set up a new source or modify existing policies) until the Internal Server Error message appears.
   • While the error message is active, capture the logs in DebugView and search for the phrase "Settings for source X are not OK". Take note of the source name mentioned.

   

3. Check the Source in the Registry:
   • Run Registry Editor as an administrator.
   • Navigate to: HKEY_LOCAL_MACHINE\SOFTWARE\Wasabi\tiger-bridge\tiersvc\settings\sources
   • Locate the source noted in the previous step and select it.
   • Make a note of the control folder specified under the source_vol_path value. Verify if this control folder is present in the Cloud NAS application.

   

4. Delete the Faulty Source:

   Note: Ensure that all required data has been successfully transferred from the cloud to the on-premises environment before proceeding with this step.

   • If the control folder is found in the Cloud NAS application, select the corresponding source and delete it.

   

5. Retry Operations:
   • After removing the faulty source from the Cloud NAS application, you should be able to perform operations without encountering the Internal Server Error.