Help needed for assessing the error "Unable to retrieve routing information"

[peeyushsahu]

Hello All,

I am trying to connect to Aura instance from a redhat virtual machine. As per the firewall team neo4j ip and port are whitelisted. I am struggling with similar error. Hopefully someone can help.

Script:

`
watch("neo4j", out=sys.stdout) #Output debug to stdout
watch("neo4j", out=open('debugLogs.txt', 'w')) #Output debug to logfile

#URI examples: "neo4j://localhost", "neo4j+s://xxx.databases.neo4j.io"
URI = "neo4j+s://c1199d5c.databases.neo4j.io" # also tried neo4j+sso same error

AUTH = ("neo4j", "xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx")

with GraphDatabase.driver(URI, auth=AUTH) as driver:
driver.verify_connectivity()
`

Packages

python==3.10
neo4j==5.24.0

Debug:

(patentextraction) [adm__XXXX]$ python aura_test.py
[DEBUG ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,474 [#0000] _: created, routing address IPv4Address(('c1199d5c.databases.neo4j.io', 7687))
[DEBUG ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,475 [#0000] _: resolve home database
[DEBUG ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,475 [#0000] _: attempting to update routing table from IPv4Address(('c1199d5c.databases.neo4j.io', 7687))
[DEBUG ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,475 [#0000] _: in: c1199d5c.databases.neo4j.io:7687
[DEBUG ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,476 [#0000] _: dns resolver out: xx.xx.xx.xx:7687
[DEBUG ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,476 [#0000] _: _acquire router connection, database=None, address=ResolvedIPv4Address((' xx.xx.xx.xx, 7687))
[DEBUG ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,476 [#0000] _: trying to hand out new connection
[DEBUG ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,493 [#0000] C: xx.xx.xx.xx:7687
[DEBUG ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,518 [#8E58] C: c1199d5c.databases.neo4j.io
[DEBUG ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,544 [#0000] C: xx.xx.xx.xx:7687
[DEBUG ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,544 [#0000] S: xx.xx.xx.xx:7687 BoltSecurityError: [ConnectionResetError] Connection Failed. Please ensure that your database is listening on the correct host and port and that you have enabled encryption if required. Note that the default encryption setting has changed in Neo4j 4.0. See the docs for more information. Failed to establish encrypted connection. (code 104: Connection reset by peer)
[DEBUG ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,545 [#0000] _: deactivating address ResolvedIPv4Address((' xx.xx.xx.xx, 7687))
[DEBUG ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,545 [#0000] _: table={}
[DEBUG ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,545 [#0000] _: failed to fetch routing info from ResolvedIPv4Address((' xx.xx.xx.xx, 7687))
[DEBUG ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,545 [#0000] _: deactivating address IPv4Address(('c1199d5c.databases.neo4j.io', 7687))
[DEBUG ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,545 [#0000] _: table={}
[ERROR ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,545 Unable to retrieve routing information
[DEBUG ] [Thread 140719901885120] [Task None ] 2025-07-17 09:06:04,545 [#0000] _: close

Error:

Traceback (most recent call last):
File "/home/x/projects/epodataupload/test/aura_test.py", line 26, in
driver.verify_connectivity()
File "/home/x/miniconda3/envs/patent/lib/python3.10/site-packages/neo4j/_sync/driver.py", line 1067, in verify_connectivity
self._get_server_info(session_config)
File "/home/x/miniconda3/envs/patent/lib/python3.10/site-packages/neo4j/_sync/driver.py", line 1281, in _get_server_info
return session._get_server_info()
File "/home/x/miniconda3/envs/patent/lib/python3.10/site-packages/neo4j/_sync/work/session.py", line 172, in _get_server_info
self._connect(READ_ACCESS, liveness_check_timeout=0)
File "/home/x/miniconda3/envs/patent/lib/python3.10/site-packages/neo4j/_sync/work/session.py", line 130, in _connect
super()._connect(
File "/home/x/miniconda3/envs/patent/lib/python3.10/site-packages/neo4j/_sync/work/workspace.py", line 165, in _connect
self._pool.update_routing_table(
File "/home/x/miniconda3/envs/patent/lib/python3.10/site-packages/neo4j/_sync/io/_pool.py", line 802, in update_routing_table
raise ServiceUnavailable("Unable to retrieve routing information")
neo4j.exceptions.ServiceUnavailable: Unable to retrieve routing information

Please let me know if any other information would be helpful.

Best regards,
Peeyush

[robsdedude]

I've replied to comment here.

Please do NOT double post. This bad etiquette and disturbing noise to maintainers.
Generally speaking, this here would've been the better place to ask this question (as opposed to the issue tracker), but I saw it after the issue comment.

Lastly, you should familiarize yourself with markdown. A well-formatted stack trace is much easier to read. Example:

Traceback (most recent call last):
  File "/home/x/projects/epodataupload/test/aura_test.py", line 26, in <module>
    driver.verify_connectivity()
  File "/home/x/miniconda3/envs/patent/lib/python3.10/site-packages/neo4j/_sync/driver.py", line 1067, in verify_connectivity
    self._get_server_info(session_config)
  File "/home/x/miniconda3/envs/patent/lib/python3.10/site-packages/neo4j/_sync/driver.py", line 1281, in _get_server_info
    return session._get_server_info()
  File "/home/x/miniconda3/envs/patent/lib/python3.10/site-packages/neo4j/_sync/work/session.py", line 172, in _get_server_info
    self._connect(READ_ACCESS, liveness_check_timeout=0)
  File "/home/x/miniconda3/envs/patent/lib/python3.10/site-packages/neo4j/_sync/work/session.py", line 130, in _connect
    super()._connect(
  File "/home/x/miniconda3/envs/patent/lib/python3.10/site-packages/neo4j/_sync/work/workspace.py", line 165, in _connect
    self._pool.update_routing_table(
  File "/home/x/miniconda3/envs/patent/lib/python3.10/site-packages/neo4j/_sync/io/_pool.py", line 802, in update_routing_table
    raise ServiceUnavailable("Unable to retrieve routing information")
neo4j.exceptions.ServiceUnavailable: Unable to retrieve routing information