| Troubleshooting | |
This section applies to timeouts that occur in the middle of transfers (which result in error codes 13, 15, or 40). It addresses the case when IBM Aspera Connect Browser Plug-in is unable to connect to the server and receives the error "Timeout establishing connection." This case is due to blocked TCP connectivity. Connect is attempting to contact the server on the designated TCP port (typically configured to be 33001) and either the client-side firewall is preventing outbound TCP access or a misconfiguration of the server side firewall is not allowing inbound TCP traffic to the Aspera server. To address this issue, attempt to connect to the server's TCP port through the command-line terminal on your client machine (the machine that Connect is installed on). To do so, run the following command to connect to the server on port 33001 (or the configured TCP port, if other than 33001).
> telnet server-ip-address 33001
Note that you should replace server-ip-address with the IP address of the Aspera server.
If the error received is "Connection refused," the Aspera server is not running the SSHD service and you will need to contact your server administrator. If the error received is "Timeout," then the problem is the client-side firewall, which is likely disallowing outbound TCP traffic. Ensure that the client-side firewall allows outbound TCP traffic on port 33001 (or the configured TCP port, if other than 33001).
This section applies when Connect appears to successfully connect to the server; however, the transfer progress reads 0% and eventually the error "Data transfer timeout" is received (error codes 14, 15, or 18). Although the files to be transferred appear at the destination, they are 0 bytes in size. This is is due to blocked UDP connectivity. The control connection over TCP is established, but the data connection - using UDP - cannot be established. UDP problems are generally caused by firewall configuration. To address this issue, check that UDP port 33001 is open for outbound traffic.