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Who is this article for?

Incydr
Code42 for Enterprise
CrashPlan for Enterprise
CrashPlan for Small Business

Incydr, yes.

CrashPlan for Enterprise, yes.

Code42 for Enterprise, yes.

CrashPlan for Small Business, no.

This article applies to Code42 cloud environments.

Other available versions:

On-premises

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Web restore troubleshooting tips

Who is this article for?

Incydr
Code42 for Enterprise
CrashPlan for Enterprise
CrashPlan for Small Business

Incydr, yes.

CrashPlan for Enterprise, yes.

Code42 for Enterprise, yes.

CrashPlan for Small Business, no.

This article applies to Code42 cloud environments.

Other available versions:

On-premises

Overview

This article presents several tips for troubleshooting failures during web restore (restores performed through the Code42 console). Follow these troubleshooting suggestions in the order presented.

Considerations

When performing web restore from an archive that resides at the Code42 cloud, the client browser performing the web restore must be able to connect to the Code42 cloud on TCP 4285.

The request is initiated by the client browser. However, if the client-side firewall blocks client-initiated communication on TCP 4285, the web restore pane does not display. Generally, this occurs only in the most restrictive firewall situations, as most firewalls allow client-initiated requests.

Steps

1. Test connectivity

Several ports must be configured correctly for web restores to operate.

Often, software firewalls on the client-side are the root cause of connection failures. For example, a push restore to a Code42 app device requires in-bound access on port 4287. A standard Windows workstation with Windows Firewall enabled does not permit this operation and push restore fails. A command line or browser connection test will confirm this.

Via command line

You can use the command line to confirm the device can connect to the Code42 cloud as required.

Via browser

Test the connection from the client system by pointing a web browser directly at the Code42 cloud Code42 console. A successful browser connection displays a sign-in screen.

2. Try another browser

Web browsers handle issues with web restore differently, especially when multi-server connections are required. If web restore fails in one browser, it may work in another. At a minimum, try Google Chrome and the latest version of the native OS-based browser: IE (Windows) or Safari (Mac).

Contact a Customer Champion

If you're still having trouble with web restore, contact our Customer Champions for Code42 for Enterprise support.