Backups hang with status, "Connecting to cloud"

Issue

The backups fail to start and the System Tray icon displays "Connecting to cloud.", the agent logs display:

"[ERROR:] getprotobyname failed with error 9".

Environment

• Datto Endpoint Backup for PCs
• Datto Endpoint Backup

Cause

A missing or corrupt system file is causing backups to fail.

Resolution

This article is applicable when "[ERROR:] getprotobyname failed with error 9" appears in the log. If you do not see this error in the log, contact Datto Technical Support for further assistance.

1. Check the agent's recent log file. You can find this log in:
   %windir% / System32 / config / systemprofile / AppData / Local / Datto / Datto Cloud Continuity.

2. When backups hang at the status "Connecting to cloud," the logs will display a repeating sequence of these messages:

   [ERROR:] Could not set keep alive values.
   [INFO:] Waiting 5 seconds before trying the mothership again.
   [INFO:] Should throttle bandwidth usage: false
   [DEBUG:] Trying to connect to node jf4qy8kr8y.dattolocal.net:993
   [ERROR:] getprotobyname failed with error 9
   code: 1

3. If you see the log messages listed above, check the system to ensure the following system file is present and populated: %windir% / System32 / drivers / etc / protocol.

4. Determine which of the following apply:

   • The file is not present: Replace the missing file with a working copy from another Windows system. Check to ensure the access permissions on the file mirror the working system.
   • The file is present: Check that the file contents match a working system. If they do not, correct the contents of the file to match the working system.
   • The file is present and the contents are correct: Check to ensure the access permissions on the file mirror a working system.
   • The file is present, has the correct contents, and the permissions are correct: Contact Datto Technical Support for further assistance.

5. After repairing the file, attempt to start a backup using the tray app.