RecoverPoint for VMs: Unable to download Plugin error appearing on vCenter

During vCenter Tasks it will continuously show an error stating "Error downloading plug-in. Ensure that the URL is reachable and the registered thumbprint is correct.", for RecoverPoint flash plug-in.

You may see an Error stack in the vCenter Tasks as below (the same output can be found in /var/log/vmware/vsphere-ui/logs/vsphere-client-virgo.log​​ for the affected vCenter):

vCenter is trying to download the RPVWCPlugin.zip file, from RecoverPoint Cluster. (https://xxx.xxx.xxx.xxx/plugin/RPVWCPlugin.zip), but it fails.

When you check the communication between the vCenter and RecoverPoint Cluster (RPA1, RPA2 and management IP), it times out.

Download plug-in
Status:
Error downloading plug-in. Make sure that the URL is reachable and the registered thumbprint is correct.
Initiator:
VSPHERE.LOCAL\vsphere-webclient-xxxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx
Target:
vCENTER_Trying_to_Download
Server:
vCENTER_Trying_to_Download
Error stack:
Error downloading plug-in. Make sure that the URL is reachable and the registered thumbprint is correct.
java.net.SocketTimeoutException: connect timed out
java.net.PlainSocketImpl.socketConnect(Native Method)
java.net.AbstractPlainSocketImpl.doConnect(AbstractPlainSocketImpl.java:476)
java.net.AbstractPlainSocketImpl.connectToAddress(AbstractPlainSocketImpl.java:218)
java.net.AbstractPlainSocketImpl.connect(AbstractPlainSocketImpl.java:200)
java.net.SocksSocketImpl.connect(SocksSocketImpl.java:394)
java.net.Socket.connect(Socket.java:606)
sun.security.ssl.SSLSocketImpl.connect(SSLSocketImpl.java:286)
sun.net.NetworkClient.doConnect(NetworkClient.java:175)
sun.net.www.http.HttpClient.openServer(HttpClient.java:463)
sun.net.www.http.HttpClient.openServer(HttpClient.java:558)
sun.net.www.protocol.https.HttpsClient.<init>(HttpsClient.java:292)
sun.net.www.protocol.https.HttpsClient.New(HttpsClient.java:395)
sun.net.www.protocol.https.AbstractDelegateHttpsURLConnection.getNewHttpClient(AbstractDelegateHttpsURLConnection.java:191)
sun.net.www.protocol.http.HttpURLConnection.plainConnect0(HttpURLConnection.java:1162)
sun.net.www.protocol.http.HttpURLConnection.plainConnect(HttpURLConnection.java:1056)
sun.net.www.protocol.https.AbstractDelegateHttpsURLConnection.connect(AbstractDelegateHttpsURLConnection.java:177)
sun.net.www.protocol.http.HttpURLConnection.getInputStream0(HttpURLConnection.java:1570)
sun.net.www.protocol.http.HttpURLConnection.getInputStream(HttpURLConnection.java:1498)
java.net.HttpURLConnection.getResponseCode(HttpURLConnection.java:480)
sun.net.www.protocol.https.HttpsURLConnectionImpl.getResponseCode(HttpsURLConnectionImpl.java:352)
com.vmware.vise.util.http.ConnectionManager.connect(ConnectionManager.java:298)
com.vmware.vise.util.http.SimpleHttpClient.connect(SimpleHttpClient.java:354)
com.vmware.vise.util.http.SimpleHttpClient.connect(SimpleHttpClient.java:324)
com.vmware.vise.util.http.SimpleHttpClient.executeMethodResponseAsStream(SimpleHttpClient.java:222)
com.vmware.vise.vim.extension.VcExtensionManager.writePackageToFile(VcExtensionManager.java:1320)
com.vmware.vise.vim.extension.VcExtensionManager.downloadPackage(VcExtensionManager.java:1175)
com.vmware.vise.vim.extension.VcExtensionManager$2.call(VcExtensionManager.java:793)
com.vmware.vise.vim.extension.VcExtensionManager$2.call(VcExtensionManager.java:783)
java.util.concurrent.FutureTask.run(FutureTask.java:266)
com.vmware.vise.util.concurrent.QueuingCachedThreadPool$QueueProcessor.run(QueuingCachedThreadPool.java:1229)
java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:511)
java.util.concurrent.FutureTask.run(FutureTask.java:266)
java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
com.vmware.vise.util.concurrent.WorkerThreadFactory$1.run(WorkerThreadFactory.java:64)
java.lang.Thread.run(Thread.java:748)
Related events:

adminEmail    string[]    
"support@emc.com"
company    string    "EMC"
description    Description    
NAME    TYPE    VALUE
label    string    "RecoverPoint for Virtual Machines"
summary    string    "5.3.1.1"
serverThumbprint    string    "xx:xx:xx:xx:xx:xx:xx:xx:xx:xx:xx:xx:xx:xx:xx:xx:xx:xx:xx:xx"
type    string    "HTTPS"
url    string    "https://urldefense.com/v3/__https://xxx.xxx.xxx.xxx/plugin/RPVWCPlugin.zip__;!!LpKI!ygCOZImZxpT8GWMnyBxQ-T7Vuvy0LYr35iOf8DZy31JVkt7sSCjJCEmRIluS1ijakX9CKACEUg$ [xxx[.]xxx[.]xxx[.]xxx]"

Steps to test the communication between VC and RPA

1. SSH in your VC
2. Gather your RPA IP details
3. Run command nc -v -w 2 -z RPA_IP 443 (replace the RPA1_IP by the actual RPA IP address)
4. From the previous command output, if you get "Connection timed out", your vCenter cannot establish the connection with RecoverPoint Cluster.
   

In vCenter version 6.7 and below, The cause for the connection failure is related with ports 443 and 9443 being closed between vCenter and RecoverPoint Appliance (RPA) VMs.

In vCenter version 7.0 and above, the Flex plug-in is not being used anymore. The errors above might be due to leftover plug-in and files from an older vCenter version.

Workaround:
In vCenter 6.7 and below:

In order to resolve the communication issue, work with your Network team to allow traffic between vCenter and RPA machines on port 443 and 9443. After allowing it, you can download and install the plug-in.

For further port and security details, see our Security Configuration Guide: https://dl.dell.com/content/docu100469_recoverpoint-for-vms-5-3-security-configuration-guide.pdf

In vCenter 7.0 and above:
Follow KB 000157983 to clean the leftover Flex Plugin files.

Resolution:
RecoverPoint Appliance is working as expected, the reason for the symptoms you are experiencing related with configuration issues.