- Port and firewall access
- Proxies and proxy support
- Antiviral and security software
- Troubleshooting connection issues
- Additional information
Port and firewall access
If you are experiencing problems with connection or job timeouts, firewalls and port access are two of the first items to look at.
To make sure you don’t have any firewall access issues, make sure that you have added outbound rules for app.box.com, api.box.com, and upload.box.com.
Proxies and proxy support
Proxies are generally tolerated by the Shuttle Windows Agent. Make sure that the proxy’s certificate is installed correctly on the server where Windows Agent is installed.
In some instances where a strict proxy is in effect, you may need to add app.box.com, api.box.com, and upload.box.com to the allowlist.
Antiviral and security software
Anti-viral software and other security systems have in some instances also prevented the Windows app from starting or connecting. They should be evaluated in the normal course of troubleshooting.
Troubleshooting connection issues
Check admin permissions
Also ensure that the installing user is an admin for the Windows Agent installed in application mode. For Windows apps that will run in service mode, the user should be a local admin on the installing machine.
Reinstall Windows Agent
If a Windows Agent that has been connected for a while suddenly stops connecting, download the .msi file again using Shuttle UI.
Even though the tasks for the Windows Agent update automatically and remotely, you should update the .msi file every 8 weeks or so as a best practice.
You overwrite the old .msi file with the new one, so you don’t have to uninstall the old agent.
Additional information
- Useful information on Windows error codes (for example code 5, code 65) These sometimes report to the event log in the job’s history. Sometimes knowing whether the code relates to a permission issue, network issue, or something else is useful in identifying why files won’t transfer over.
- This link addresses a scenario when URL drives don’t show up when the Windows Agent is run as an admin, but do show up when run as a non admin.