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

Box Shuttle does not support non-transparent proxies.

Box Shuttle works with most transparent proxies deployed without raising the client machine awareness that they are using one. It intercepts outgoing SSL traffic via networking configuration and inserts itself in the middle.

When Shuttle starts, it reads in the available certificates from the Windows certificate store and adds those to its list of trusted certificates. 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.

Detecting transparent proxies

To check if a transparent proxy is present, you can inspect the certificate of a well known destination server, such as app.box.com.

In Chrome, click the lock icon next in the address bar.
Click Connection is secure > Certificate is valid.
Inspect the Issued By section. The issuer should be DigiCert. If it isn’t then this should show the cert of the transparent proxy.

Detecting non-transparent proxies

You have a couple of options to check if a non-transparent proxy is present:

To determine whether the Windows Agent machine has a proxy, run this command:
```
netsh winhttp show proxy
```

Use the PowerShell command to show proxies:

Get-ItemProperty -Path ‘HKCU:\Software\Microsoft\Windows\CurrentVersion\Internet
  Settings’

Check if the HTTP_PROXY, HTTPS_PROXY, FTP_PROXY environment variables are defined and point to a specific proxy.

If you are experiencing connectivity issues that you think may be proxy or firewall-related, contact your IT department to resolve any issues that may be preventing the Windows agent from connecting.

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

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 the Shuttle UI. The latest .msi file is always available in the 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.