Connection Failed for Launching Content Please Try Again Later Merlin
Answer
Sometimes, depending on the environment, Aspera Connect may not launch or respond. This commodity explores ways to troubleshoot such bug.
Starting with version three.vi.5,the web interface for the Connect application is serviced past either of the following two technologies, depending on the Os, the browser, and the version of Connect:
(one) The traditional browser plugin technology, using ActiveX (Windows IE only), or the NPAPI protocol: With this approach, the web interface is serviced by a plugin.
(2) A newer technology that does non use plugins: With this approach, the web interface is serviced by the Connect application directly.
Before proceeding, notice your platform, browser, and Connect version in the table below. If the box says No Plugin, then your connection to the web interface is serviced by the Connect awarding itself (2),and you are reading the correct KB article.For table items that say ActiveX or NPAPI, see the KB commodity Connect (Plugin Version) Does Not Showtime or Respond.
Overview
The Connect installation procedure performs the post-obit tasks:
- installs the Connect application on a local hard disk
- installs a protocol handler forthe
faspprotocol - performs various desktop UI integrations (icons etc.)
Earlier going through the troubleshooting steps below make sure the Connect installation meets the requirements specified in the user documentation and release notes particularly with regard to the supported versions of operating systems browsers and (if Linux) OpenSSL.
In all cases the outset step is to run Aspera'south web-based Connect Diagnostic Tool to become a preliminary assessment of your Connect installation.The tool shows your Connect version reports whether it's outdated checks whether information technology'due south installed and running checks whether your version is compatible with your browser tests your ports and attempts to perform a test transfer. It also generates a summary report that tin can be copied and shared with Aspera Support if necessary.
To troubleshoot the general approach is to check your installation by going through the following steps (a summary) in the gild shown:
- After installing did yous run Aspera's web-based Connect Diagnostic Tool?
- Is the Connect application installed and can information technology be started?
- Is the
faspprotocol registered? - Does the
local.connectme.united states of americafully qualified domain name (FQDN) resolve to 127.0.0.1? - Is a valid CA certificate present?
This article is divided into three sections. Use the section that matches your client Os:
Windows blue titles
Mac blood-red titles
Linux blackness titles
Troubleshooting: Windows
1. Afterwards installing did you runAspera'due south web-based Connect Diagnostic Tool?
If yous haven't done so already run the diagnostic tool for a full general assessment of your Connect installation. To launch the tool open the following link:
https://test-connect.asperasoft.com/
A pop-up may announced request you lot to allow launch or trust the Connect application. Answer in the affirmative.
The steps below provide details additional things to check and possible solutions to problems that may be constitute.
2. Is the Connect application installed and can it be started?
If the Connect Diagnostic Tool reported "Your version of Connect is compatible with your browser you can skip this step.
Yous tin can bank check that the application is installed by confirming the presence of asperaconnect.exe in the following location:
C:\Users\ username \AppData\Local\Programs\Aspera\Aspera Connect\bin\
You tin starting time Connect either by running asperaconnect.exe or by launching it from the Windows Start carte past clicking the "C" icon:
To verify that the Connect application launched confirm the presence of the "C" icon in the Windows arrangement tray (lower right of the Windows screen):
iii. Is the fasp protocol registered?
Before proceeding with this pace quit Connect if information technology'southward running. If the fasp protocol is properly registered Connect can be started by opening the post-obit URL in the address bar:
fasp://initialize
If Connect launches this confirms the fasp protocol is registered. To check whether Connect has launched check whether the Connect icon is visible in the system tray or open the Task Managing director and bank check whether asperaconnect.exe is listed under Processes.
Possible courses of activeness if the fasp protocol is not registered:
- Uninstall and and so re-install Connect (the
faspprotocol is registered at installation time). - Bank check with your Information technology grouping to ensure your system isn't locked downwards.
- If the issue is still unresolved contact Aspera Support.
4. Practise your DNS settings correctly resolve local.connectme.united states of america?
Verify that your DNS settings resolve local.connectme.us to 127.0.0.i:
> ping local.connectme.usaPinging local.connectme.us [127.0.0.1] with 32 bytes of information: Respond from 127.0.0.one: bytes=32 time<1ms TTL=128 ...
(Ping stops after four transfers. To cease earlier press Ctrl-C.)
If ping fails it indicates you have a network issue. Even if the web app is on the same local network and the DNS is properly set up this tin can happen if the user's organisation is non connected to the cyberspace or it's on a airtight network.
For clients on closed networks users tin can take the following steps to allow hosts to resolve local.connectme.u.s. :
- As Administrator open thefollowing file with a obviously-text editor:
C:\Windows\System32\drivers\etc\hosts - Add together the following entry to the file and save it:
# Added the following for Aspera Connect access (today'due south appointment):
127.0.0.ane local.connectme.us
Some other possible source of network issues is an HTTP proxy that'south too restrictive. In particular if the browserreports ERR_TUNNEL_CONNECTION_FAILED then an HTTP proxy is probably being used to get the local connection.
If a proxy.pac file is used add the following lines to it to remove proxy restrictions for local.connectme.us :
if (dnsDomainIs(hostlocal.connectme.us)) return "DIRECT"; if ("127.0.0.1" === dnsResolve(host)) return "DIRECT"; If the problem persists take any or all of the following deportment as necessary:
- Turn off virus protection (just temporarily) and try the test again. If it works suit your firewall settings to preclude interference.
- Brand certain your firewall is not as well restrictive.
- Update your SSL certificate. See five. below.
5. Does the client have the proper CA document?
To determine whether y'all have a valid document enter the following URL in your browser:
https://local.connectme.us:43003/v5/connect/info/version
If a valid certificate is found the browser should show a closed-lock icon (
) as in the following example. (It should as well display the version number of the installed Connect.)
If the lock icon is broken it means your system is not providing the proper root certificate authority (CA). The document must indicate the post-obit certificate authorization:
COMODO RSA Domain Validation Secure Server CA
The certificate must likewise be current (unexpired).
You tin bank check this equally follows:
- Launch the Microsoft Management Console (MMC) by running
mmc.exefrom the Control Prompt. This opens the MMC Console window. - From the File carte select Add together/Remove Snap-in.
- In the Add or Remove Snap-ins dialog box select Certificates and click Add.
- In the Certificates Snap-in dialog box select My user account and click Finish. (Alternativelyto practise an unabridged machine y'all can select Computer account. Note that this option requires administrator authority.)
- In the Add or Remove Snap-ins dialog box click OK.
- Now in the Console window yous'll see an entry for Certificates. Expand it: Certificates - Current User > Trusted Root Certification Authorities > Certificates.
- Nether the "Issued To" list of root authority certificates that appears locate "COMODO RSA Domain Validation Secure Server CA" and check the date nether "Expiration Date".
If the certificate is present and has not expired it should exist valid.
If the document is missing or expired you tin obtain a current valid certificate from the post-obit location:
https://support.comodo.com/index.php?/Knowledgebase/Article/View/970
Or past direct download from here:
https://support.comodo.com/index.php?/Knowledgebase/Article/GetAttachment/970/821027 You lot tin can add the new certificate past running the post-obit control:
> certutil -addstore -f "ROOT" comodo_certificate .crt
Y'all can also remove an old certificate by running the following:
> certutil -delstore "ROOT" serial_number_hex
Troubleshooting: Mac OS X
i. Afterward installing did you runAspera's web-based Connect Diagnostic Tool?
If yous oasis't done so already run the diagnostic tool for a general assessment of your Connect installation. To launch the tool open the following link:
https://test-connect.asperasoft.com/
A pop-up may announced asking you to allow launch or trust the Connect application. Reply in the affirmative.
The steps that follow provide details additional things to bank check and possible solutions to problems that may be found.
ii. Is the Connect application installed and can it be started?
If the Connect Diagnostic Tool reported "Your version of Connect is compatible with your browser you can skip this step.
You can check that the application is installed past confirming that asperaconnect is presentin the following location:
~/Applications/Aspera Connect.app/Contents/MacOS/asperaconnect
Y'all can also ostend it'southward installed past making certain the Connect awarding icon is visible in Launchpad:
You tin start the Connect application in either of two ways: by clicking the icon in Launchpad or by running asperaconnect from Terminal every bit follows:
$ ~/Applications/Aspera\ Connect.app/Contents/MacOS/asperaconnect
To come across if Connect is running verify the Connect icon is now visible in the Dock. Or run a ps command in Final and look for an asperaconnect entrylike the following:
$ ps -efc | grep asperaconnect 501 46233 10 Tue05PM ?? 0:00.58 asperaconnect
3. Is thefaspprotocol registered?
Before proceeding with this stride quit Connect if it's running. Then openthe following URL in your browser's address bar:
fasp://initialize
If Connect launches this confirms the fasp protocol is properly registered. If the fasp protocol is not registered the following are possible courses of action:
- Uninstall and so re-install Connect (the
faspprotocol is registered at installation time). - Bank check with your IT group to ensure your arrangement isn't locked downwardly.
- If the issue is yet unresolved contact Aspera Support.
four. Do your DNS settings correctly resolve local.connectme.us?
Verify that your DNS settings resolve local.connectme.us to 127.0.0.one:
$ ping local.connectme.usPING local.connectme.usa (127.0.0.1): 56(84) bytes of data.
(To stop the ouput printing Ctrl-C.)
If the ping fails. it indicates you lot accept a network consequence. Even if the spider web app is on the same local network and the DNS is properly fix this can happen if the user's organisation is not continued to the internet or it'due south on a closed network.
For clients on closed networks users can accept the post-obit steps to allow hosts to resolve local.connectme.united states of america :
- As root or superuser open up thefollowing file with a plain-text editor:
/private/etc/hosts - Add together the following entry to the file and save it:
# Added the post-obit for Aspera Connect admission (appointment):
127.0.0.1 local.connectme.us
Another possible source of network bug is an HTTP proxy that's too restrictive. In particular if the browserreports ERR_TUNNEL_CONNECTION_FAILED then an HTTP proxy is probably being used to get the local connection. If a proxy.pac file is used add the following lines to it to ensure the proxy is non restrictive for local.connectme.us :
if (dnsDomainIs(hostlocal.connectme.the states)) return "DIRECT"; if ("127.0.0.one" === dnsResolve(host)) return "Directly"; If the problem persists take whatsoever or all of the following actions as necessary:
- Plow off virus protection (merely temporarily) and try the test once again. If it works suit your firewall settings to prevent interference.
- Brand sure your firewall is not too restrictive.
- Update your SSL certificate. Meet 5. below.
5. Does the client have the proper CA certificate?
To determine whether yous have a valid certificate enter the following URL in your browser:
https://local.connectme.us:43003/v5/connect/info/version
If a valid certificate is constitute the higher up examination of the URL from a browser should prove a closed-lock icon () as in the post-obit example. (It should too display the version number of the installed Connect.)
If the lock icon is broken it ways your system is not providing the proper root certificate authority (CA).
To display the contents of the local certificate run the following command:
$ openssl x509 -in ~/Applications/Aspera\ Connect.app/Contents/Resources/localhost.crt -noout -textCertificate: Data: Version: 3 (0x2) Serial Number: 25:ce:7f:a6:a2:ef:ac:b2:23:e0:89:84:e0:fd:4a:f9 Signature Algorithm: sha256WithRSAEncryption Issuer: C=GB ST=Greater Manchester L=Salford O=COMODO CA Limited CN=COMODO RSA Domain Validation Secure Server CA Validity Not Earlier: Sep 23 00:00:00 2015 GMT Non After : Sep 22 23:59:59 2018 GMT ...
The certificate must bespeak the following certificate potency:
COMODO RSA Domain Validation Secure Server CA
Check the certificate "Validity". Ensure that the "Not Afterwards" date shows that the certificate has not expired.
If the certificate is missing yous can obtain a current valid certificate from the following location:
https://support.comodo.com/index.php?/Knowledgebase/Article/View/970
... or download it directly from hither:
https://back up.comodo.com/index.php?/Knowledgebase/Article/GetAttachment/970/821027 You can add the new document by running the following:
$ sudo security add-trusted-cert -d -r trustRoot -k /Library/Keychains/Organisation.keychain ~/Desktop/ comodo_certificate .crt
You can also remove an old document past running the following:
$ sudo security delete-certificate -c " name_of_old_cert "
Troubleshooting: Linux
For troubleshooting purposes it's useful to understand what occurs in the Connect install procedure:
(1) The user extracts a shellscriptfrom the annal and runs it.
(2) The script extracts the folderand then runs the mail service-installation script which does the following:
- Kills any existing Connect processes that are running.
- Creates the post-obit files:
~/.aspera/connect/bin/asperaconnect
~/.aspera/connect/etc/asperaconnect.path
~/.local/share/applications/aspera-connect.desktop
~/.mozilla/plugins/libnpasperaweb*.so
(3) Registers the MIME x-scheme-handler.
NOTE: On Linux the version of OpenSSL installed on your system is critical. The version of Linux you install may non come with a current enough version of OpenSSL. To determine the minimum version of OpenSSL your version of Connect requirescheck the Connect release notes or user guide. For the latest version of Connect (three.7.4) at the time of this writing (three.7.4) the minimum requirement is OpenSSL 1.0.2g. To see which version is installed on your system run:
$ openssl version
one. Later installing did y'all runAspera's web-based Connect Diagnostic Tool?
If you haven't done so already run the diagnostic tool for a general assessment of your Connect installation. To launch the tool open the following link:
https://examination-connect.asperasoft.com/
A pop-upwards may appear request y'all to allow launch or trust the Connect awarding. Answer in the affirmative.
The steps below provide details boosted things to cheque and possible solutions to any problems that may be plant.
ii. Is the Connect application properly installed and can it exist started?
If the Connect Diagnostic Tool reported "Your version of Connect is compatible with your browser you can skip this footstep.
You can bank check whether the application is installed by confirming the presence of asperaconnect in the following location:
~/.aspera/connect/bin/asperaconnect You can start the Connect application either past running asperaconnect or by launching it from the Applications carte (in Gome: Applications > Internet > Aspera Connect).
To verify that the application launched ostend the presence of the Aspera Connect "C" icon in the main carte bar (tiptop panel in Gnome):
3. Is the fasp protocol registered?
Earlier proceeding with this step quit Connect if it'south running. If the fasp protocol is properly registered you'll be able to start Connect by opening the following URL in the address bar:
fasp://initialize
... or by running the post-obit from the shell:
$ xdg-open fasp://initialize
In either case if Connect launches this confirms the fasp protocol is registered.
Yous tin also check whether the protocol handler is correctly registered by running the following:
$ xdg-mime query default x-scheme-handler/faspaspera-connect.desktop
The response "aspera-connect.desktop" confirms the protocol is properly registered.
Possible courses of activity if the fasp protocol is not registered:
- Uninstall and then re-install Connect (the
faspprotocol is registered at installation time). - Check with your Information technology group to ensure your organization isn't locked downwards.
- If the result is even so unresolved contact Aspera Back up.
4. Practise your DNS settings correctly resolve to local.connectme.us?
Verify that your DNS settings resolve local.connectme.united states to 127.0.0.1:
$ ping local.connectme.united states of americaPING local.connectme.us (127.0.0.ane): 56(84) bytes of information.
(To end the ouput press Ctrl-C.)
If the ping fails. information technology indicates you accept a network issue. Fifty-fifty if the spider web app is on the aforementioned local network and the DNS is properly set this can happen if the user's system is non connected to the cyberspace or it'southward on a closed network.
For clients on airtight networks users tin accept the post-obit steps to permit hosts to resolve local.connectme.u.s.a. :
- As root or superuser open thefollowing file with a obviously-text editor:
/etc/hosts - Add the following entry to the file and salvage it:
# Added the following for Aspera Connect access (date):
127.0.0.1 local.connectme.us
Another possible source of network problems is an HTTP proxy that'southward too restrictive. In particular if the browserreports ERR_TUNNEL_CONNECTION_FAILED then an HTTP proxy is probably being used to get the local connection. If a proxy.pac file is used add the post-obit lines to information technology to ensure the proxy is not restrictive for local.connectme.us :
if (dnsDomainIs(hostlocal.connectme.us)) return "Direct"; if ("127.0.0.1" === dnsResolve(host)) return "Directly"; If the trouble persists take any or all of the following actions as necessary:
- Plough off virus protection (only temporarily) and try the test once more. If information technology works adjust your firewall settings to forestall interference.
- Make sure your firewall is non too restrictive.
- Update your SSL certificate. See 5. below.
5. Does the client have the proper CA certificate?
To make up one's mind whether yous have a valid certificate enter the following URL in your browser:
https://local.connectme.united states:43003/v5/connect/info/version
If a valid document is found the above examination of the URL from a browser should prove a airtight-lock icon () as in the following screenshot. (It should as well display the version number of the installed Connect.)
If the lock icon is broken it means your system is not providing the proper root certificate potency (CA).
To display the contents of the local certificate run the following command:
$ openssl x509 -in $Domicile/.aspera/connect/etc/localhost.crt -noout -textCertificate: Information: Version: 3 (0x2) Serial Number: 25:ce:7f:a6:a2:ef:ac:b2:23:e0:89:84:e0:fd:4a:f9 Signature Algorithm: sha256WithRSAEncryption Issuer: C=GB ST=Greater Manchester L=Salford O=COMODO CA Limited CN=COMODO RSA Domain Validation Secure Server CA Validity Not Before: Sep 23 00:00:00 2015 GMT Not Subsequently : Sep 22 23:59:59 2018 GMT ...
The certificate must indicate the following document say-so:
COMODO RSA Domain Validation Secure Server CA
Bank check the document "Validity". Ensure that the "Not After" date shows that the certificate has not expired.
Obtaining a New Document
If a certificate is missing or invalid yous tin obtain a electric current valid certificate from the following location:
https://support.comodo.com/index.php?/Knowledgebase/Article/View/970
... or download it straight from here:
https://back up.comodo.com/alphabetize.php?/Knowledgebase/Commodity/GetAttachment/970/821027 You can as well combine downloading with setting it up for installation similar the following equally root (Firefox example):
# curl -s https://support.comodo.com/alphabetize.php?/Knowledgebase/Article/GetAttachment/970/821027 > /usr/share/ca-certificates/mozilla/Comodo_RSA_Domain_Validation_Secure_Server_CA.crt
If your system does not have curl the wget command can exist used for the aforementioned result.
Installing a New Certificate (Ubuntu Debian)
Equally root run the following to install the new certificate:
# update-ca-certificates
To remove a certificate remove its .crt file and run the following:
# update-ca-certificates--fresh
Installing a New Certificate (CentOS 6+ RedHat)
Every bit root run the following to install the new document:
# yum install ca-certificates # update-ca-trust force-enable # cp new_comodo_cert .crt /etc/pki/ca-trust/source/anchors/ # update-ca-trust
[{"Business concern Unit":{"code":"BU059","label":"IBM Software due west\/o TPS"},"Product":{"code":"SSXMX3","label":"IBM Aspera Connect"},"ARM Category":[{"lawmaking":"","label":""}],"Platform":[{"lawmaking":"PF025","characterization":"Platform Independent"}],"Version":"All Versions","Edition":"","Line of Business":{"code":"LOB45","label":"Automation"}}]
Source: https://www.ibm.com/support/pages/connect-no-plugin-version-does-not-start-or-respond
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