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howto [2013/04/22 13:40] Stefan |
howto [2019/09/02 01:23] (current) Stefan |
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| ===== Local and Remote Login ===== | ===== Local and Remote Login ===== | ||
| - | ==== How to troubleshoot the error "Device offline" ==== | + | ==== How to remotely access the device without using the web portal at myakitio.com ==== |
| + | **Fixed IP**: If you have a fixed external IP address (WAN), setup port forwarding on your network router and then use the external IP plus port number (e.g. 185.152.83.10:10080) to access your device remotely. | ||
| - | - The most obvious reason for this error message is that the device is powered off. Please turn on the power, wait for about 1 minute for the system to start up and then try again. | + | **Dynamic IP**: If you have a dynamic external IP address (WAN), you can use the Dynamic DNS service at noip.com (free) or DynDNS.com (requires monthly fee). |
| - | - If the device is up and running but you still get this error, there is a problem with the network connection somewhere in between your device and our server. See the following tips on how to troubleshoot the network connection. | + | |
| - | - On your network router (this is the device that connects your home to the internet), check that following ports are not blocked. | + | - Go to [[https://www.noip.com/remote-access|noip.com]] and sign up for a free Dynamic DNS account. |
| - | * TCP port 9000 is required for the default connection to our server. | + | - Login to your new account and add a new hostname.\\ {{::ddns-noip-01a.jpg?nolink|}} |
| - | * TCP port 10080 (or 10081-10100 if 10080 is used) is required if your router supports the UPnP function. | + | - On your local network (LAN), login as admin and go to [[/system_information_portal_server|Preferences > Portal Server]]. |
| - | * TCP port 1194 is only required if you have already enabled both port 9000 and 10080 but it still does not work. | + | - Open the DDNS tab and select **noip.com** from the drop-down menu. If you don't see noip.com as an option, your device needs a firmware update.\\ {{:portal-server-ddns-noip.jpg?nolink|}} |
| - | - If you are unsure how to setup your network router or the above tips have not helped so far and your router has a so called "DMZ zone", add the IP address of your network drive to the DMZ zone. You can also use this method to temporarily test if the router setup is indeed a problem. | + | - Enter the hostname you have just registered at noip.com as well as the username and password of your account at noip.com, then click **Apply** to save the settings. If the information is valid, you will see a message displaying **good** along with your current external IP address.\\ {{::ddns-noip-02.jpg?nolink|}} |
| - | - If none of the above helps, connect a computer to the same local area network (LAN) that the network drive is connected to. Open the web browser and access the internet (e.g. http://www.google.com). This is to test that your home has internet access. | + | - Login to your network router and navigate to your routers **port forwarding** section, sometimes also known as **virtual server**. |
| - | - For further network tests, use the [[login#finder_utility_on_windows|finder utility for Windows]] or the [[login#finder_utility_on_mac|finder utility for Mac]] to locate your device on the local network. Login using its IP address rather than our web portal. | + | - Create a new port forwarding entry, redirecting incoming TCP/UDP traffic from a custom port like 10080 for example to port 80 on your network drive. For more details about port forwarding, please refer to the free guidelines at [[https://portforward.com|portforward.com]]. To check if it's working as expected, you can use the Port Check Tool at [[http://www.portchecktool.com|portchecktool.com]]. |
| - | * Go to **Preferences** and select **Network**. | + | - To access your device remotely, you can now use the hostname you registered plus the custom port number to login. In this example here, you would enter **mycloudmini.ddns.net:10080** into the URL field of your web browser. This address is then redirected to port 80 on your network drive and you should see the login page of your device.\\ {{:ddns-noip-03.jpg?nolink|}} |
| - | * Open the **Test** tab. | + | |
| - | * Enter **myakitio.com** into the first field after "Ping" and click **Check**. | + | |
| - | * Copy and paste the results into a text file. | + | |
| - | * Enter **myakitio.com** into the second field after "Traceroute" and click **Check**. | + | |
| - | * Copy and paste the results into a text file. | + | |
| - | * Open the drop-down menu in the top left corner under the A logo and select **Server Info**. | + | |
| - | * Copy and paste the whole text into a text file.\\ {{:network-test.png?nolink|}} | + | |
| - | - Depending on the results from the tests above, you might be able to narrow down and solve the problem yourself. If you see that there is no internet connection at all, it is a local issue at your home. If you see that there is an internet connection but it is extremely slow, it might be an issue at your ISP (internet service provider) or somewhere on the way to our server. | + | |
| - | - If you are unsure or not able to solve the problem, please contact [[http://www.akitio.com/support/help-desk|tech support]]. Make sure to include the text files you have saved earlier and explain what the problem is as well as what you have done already to solve it. | + | |
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| - If the above tip does not solve the problem, please reboot the network drive. | - If the above tip does not solve the problem, please reboot the network drive. | ||
| - If none of the above helps or the reboot solves the problem only for a short while and it happens again very often, please contact [[http://www.akitio.com/support/help-desk|tech support]]. | - If none of the above helps or the reboot solves the problem only for a short while and it happens again very often, please contact [[http://www.akitio.com/support/help-desk|tech support]]. | ||
| - | - To better help us troubleshoot the device, use the [[login#finder_utility_on_windows|finder utility for Windows]] or the [[login#finder_utility_on_mac|finder utility for Mac]] to locate your device on the local network. Login using its IP address rather than our web portal (assuming that you are still able to login at this point). | ||
| - | * Go to **Preferences** and select **Network**. | ||
| - | * Open the **Test** tab. | ||
| - | * Enter **myakitio.com** into the first field after "Ping" and click **Check**. | ||
| - | * Copy and paste the results into a text file. | ||
| - | * Enter **myakitio.com** into the second field after "Traceroute" and click **Check**. | ||
| - | * Copy and paste the results into a text file. | ||
| - | * Open the drop-down menu in the top left corner under the A logo and select **Server Info**. | ||
| - | * Copy and paste the whole text into a text file. | ||
| - | * Include these files in your report to our tech support.\\ {{:network-test.png?nolink|}} | ||
| - | |||
| - | ==== How to troubleshoot the error "Receive response from upstream server timeout" ==== | ||
| - | This error indicates that the network connection between the web portal at http://myakitio.com and the network drive is too slow or too busy, so it timed out. The best solution is to make sure that UPnP port mapping is enabled and working correctly, so that a direct connection to the network drive can be established without having to go through the web portal. | ||
| - | |||
| - | - Try to login again. This error is temporary and you are most likely able to login if you try it a couple of times. | ||
| - | - Go to **[[system_information_portal_server|Preferences > Portal Server]]** and click **Apply**. Make sure that the system has obtained an IP for the "Mapping Address".\\ {{:portal-server-myakitio.jpg?nolink|}} | ||
| - | - Login again from outside your home and check the URL. If it starts with something like this **%%http://0001d21234da.us1.myakitio.com%%**, containing the MAC address or device name of your network drive, the connection still goes through the web portal and the automatic port mapping function does not work correctly. If that is the case, continue with the next step, otherwise, if the URL now contains your external WAN IP, the error should not occur again.\\ {{:browser-url-mac-address.jpg?nolink|}} | ||
| - | - If the automatic port mapping function failed, setup port forwarding manually to allow incoming traffic to your network drive. For more details, please refer to **[[system_information_portal_server#network_setup|Preferences > Portal Server > Network Setup > Alternative Setup]]**. | ||
| - | - After setting up port forwarding, repeat the test as seen above in step 3 and login from the outside. If that still fails, add the IP address of your network drive to the DMZ zone in your network router. | ||
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| - | <note tip>If none of the above tips help, please restart your network router and the network drive.</note> | ||
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| <note>If USB bus power is insufficient to power up the hard drive, please connect an external power adapter to your USB drive.</note> | <note>If USB bus power is insufficient to power up the hard drive, please connect an external power adapter to your USB drive.</note> | ||
| - | <note tip>Instead of using the web browser to access your data, you can also mount the network drive via SMB (Samba) or AFP. On the PC, use SMB and on the Mac, use AFP. The data on the USB drive is inside the **device** folder.</note> | + | <note tip>Instead of using the web browser to access your data, you can also mount the network drive via SMB (Samba) or AFP. Use SMB on the PC and AFP on the Mac. The data on the USB drive can be found inside the **usb-p1** or **usb-p2** folder.</note> |
| - | <note important>Only the administrator (admin) can see and access the USB drive. If you want to share the data with other users, copy the files to the **PUBLIC** folder on your network drive or use the **Share** function. Select an existing folder or create a new folder on the USB drive, right-click on it, select **Share**, select **Group** and then set up your preferred user access.</note> | + | <note important>Only the administrator (admin) can see and access the USB drive. If you want to share the data with other users, copy the files to the **PUBLIC** folder on your network drive or use the **Share** function in the web interface. Select an existing folder or create a new folder on the USB drive, right-click on it, select **Share**, select **Group** and then set up your preferred user access.</note> |
| <note warning>USB drives with capacities over 2TB are not supported!</note> | <note warning>USB drives with capacities over 2TB are not supported!</note> | ||
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| + | <note warning>USB drives which use a firmware that has support for **4K sectors** enabled are not supported!</note> | ||
| === Supported file systems === | === Supported file systems === | ||
