Who is this article for?
Incydr Professional, Enterprise, Horizon, and Gov F2, no.
Incydr Basic, Advanced, and Gov F1, no.
CrashPlan Cloud, no.
Retired product plans, yes.
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This article presents several tips for troubleshooting failures during web restore (restores performed through the Code42 console). These troubleshooting tips apply to single-server and multi-server environments. Follow these troubleshooting suggestions in the order presented.
- From the client browser initiating the web restore to the authority server on TCP 4285 (HTTPS) OR
- From the client browser initiating the web restore to the authority server on TCP 4280 (HTTP)
Multi-server private cloud environments
In addition to the requirements for a single server, performing a web restore from an archive that resides on a storage server requires the following:
- The authority server and the storage server must be configured with the same SSL access requirement (under Settings > Security).
- The web browser for the client initiating the web restore must be able to connect to the authority server and the storage server. Web restore fails if a connection cannot be made to the authority server or to the storage server that holds the archive.
Though not required, installing a CA-signed SSL certificate on all servers minimizes web restore browser-related issues.
Code42 for Enterprise hybrid environments
- Performing a web restore from an archive stored on the Code42 cloud requires SSL for all connections. The authority server browser connection must be established on TCP 4285 so that the subsequent connections to the Code42 cloud use SSL.
- Web restores cannot be performed when logged in as the default admin user (has a userId of 1). Log in as another user with administrative privileges to perform a web restore in a hybrid Code42 environment.
Code42 for Enterprise cloud environments
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.
1. Validate the configuration
Verify that the website protocol, host and port settings are configured correctly for all Code42 servers in your environment, including all storage servers.
In a standard configuration, the website port is TCP 4285 (HTTPS). Alternatively, you can configure your authority server to use port TCP 4280 (HTTP) and not require SSL, but for security reasons, Code42 does not recommend this configuration.
If the authority server is configured to use a private IP or a local hostname and a web restore is initiated from an endpoint with an external address, the restore will fail due to the client's inability to connect to the authority server. The same requirement applies to any storage servers in the destination used by the endpoint. In a multi-server scenario, the authority server and the storage servers require unique connections from the browser that is initiating the web restore.
When attempting to restore an archive located on a storage server, test the connection from your location by pointing your browser directly at the storage server.
2. Test connectivity
Several ports must be configured correctly for web restore 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 4282. A standard Windows workstation with Windows Firewall enabled does not permit this operation and push restore fails. A telnet or browser connection test will confirm this.
You can use the command line utility telnet to confirm that each entity (authority server, storage server, client browser) can connect to each other as required.
Test the connection from the client system by pointing a web browser directly at the server's website, host, and port address. A successful browser connection displays a sign-in screen.
3. Test connection to the storage server
Code42 environments with a dedicated on-premises storage server only.
Attempting to connect directly to the storage server can help determine if there is a problem with the SSL certificate on the storage server. To connect to the storage server:
- Sign in to the Code42 console.
- Select Devices.
- Select the device containing the archive you want to restore.
The device details appear.
- Near the top of the screen, note the name of the Store Point.
- From the main menu on the left, select Storage > Store Points.
The list of all store points appears.
- For the store point containing the archive, click the name in the Server column.
The server details appear.
- In the General section, note the Website protocol, host and port of the storage server.
- In a new browser window, navigate to the storage server's Website protocol, host and port.
- If the browser indicates a certificate warning, accept the warning and add the storage server address to the list of the web browser's trusted sites.
If web restore works after these steps, there is a problem with the SSL certificate on the storage server. See our guide for installing SSL certificates for more information.
4. HTTPS/SSL with Firefox
If you do not use a CA-signed SSL certificate for your Code42 servers and you are using Firefox to perform the web restore (via HTTPS), end users must add an exception for the site in their browser configuration before attempting a web restore. Most browsers prompt the user for proper handling of a self-signed SSL certificate; however, Firefox does not.
5. 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).
6. Stay current
Verify that you are running the latest version of Code42 server on your authority server and all storage server.
Contact a Customer Champion
If you're still having trouble with web restore, contact our Customer Champions for Code42 for Enterprise support.