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Code42 Support

Shared Link Does Not Load

Applies to:

    Overview

    There are several reasons why the page may fail to load when accessing a shared link to a file or folder. This article describes possible reasons why a browser can't connect to SharePlan and provides related solutions.

    Related troubleshooting
    If the the message "The share does not exist or has expired" appears when you access a shared link, see our Shared Link Does Not Exist Or Has Expired troubleshooting article.

    Affects

    SharePlan version 4.1.4 and later

    Before you begin

    Review the Configuring The Base URL For Secure Link Sharing article to:

    • Make sure you understand how the Base URL for shared links setting in the administration console works.
    • Make sure the Base URL for shared links setting in the master server administration console is configured appropriately for your Code42 environment.

    Diagnosing

    Problems loading secure link pages can be divided into three categories:

    • Network connectivity issues
    • Enterprise server availability
    • Base URL configuration

    Step 1: Check network connectivity

    Network connectivity problems can prevent devices from accessing shared links. To access shared links, devices must be able to communicate on TCP port 4280 (http) or 4285 (https) with the enterprise server that stores the file or folder referenced by the shared link.

    1. Make sure your network is configured to allow shared links to be accessed from the network where the user device is located.
      For example, you may need to modify DNS, firewall, and routing configurations to allow user devices connecting via the Internet to access shared links.
    2. Ping the host name or IP address in the shared link to verify basic connectivity to the enterprise server. If the ping test fails, verify that your network is functioning normally.
    3. Use telnet to verify that the appropriate port is open (4280 for http and 4285 for https). If telnet cannot connect to the port, take one of the following actions:
      • Configure the router or firewall to allow the port.
      • Configure shared links to use a well-known port, such as 443, by using port forwarding in your Code42 environment.

    Step 2: Check Enterprise server availability

    The server included in the shared link base URL must be available in order for devices to access the shared link.

    1. Locate the base URL in the shared link.
    2. Determine which enterprise server the link references.
      If the base URL is configured to use a load-balanced DNS name or points to an external load balancer, it may take extra investigation to determine which enterprise servers are referenced by the shared link.
    3. In the administration console, go to Destinations > Servers to verify that the enterprise server referenced by the shared link is available.

    Step 3: Verify the base URL configuration

    The Base URL for shared links setting in the administration console of your master server must be configured appropriately for your environment. Perform troubleshooting steps based on the current base URL configuration of your master server.

    Unconfigured
    1. Verify that your client devices can resolve and connect to the host names of your individual storage servers.
    2. If your client devices cannot connect to the individual storage servers, perform one of the following actions:
      • Modify your network configuration to allow client devices to connect directly to the storage servers.
      • Set the base URL to a host name that is visible to the client devices, such as a host name that resolves to your master server or a load-balanced DNS name.
    Load-balanced DNS name
    1. Make sure that you have an external load-balancer or round-robin DNS configuration that balances shared links between your enterprise servers.
    2. Confirm that the DNS name resolves to the correct enterprise servers.
    Host Name Of The Master server
    1. Verify that your client devices can resolve and connect to the host name of the master server.
    2. If client devices cannot resolve the master server host name, set the base URL to a unique DNS name that resolves to the master server.
    IP Address Of The Master server
    1. Verify that your client devices can connect to the IP address of the master server.
    2. If client devices cannot connect, set the base URL to a unique DNS name that resolves to the master server.