Troubleshooting the “Not pingable” error on Shares

Overview

On Shares, the error that a node is Not pingable may occur for a number of reasons, often when trying to add a node for the first time. The error indicates that a connection could not be made to the node, which often suggests problems with asperanoded (service responsible for Node API) or other configuration issues. Try the following troubleshooting measures to ensure that basic configuration issues are not to blame, and if you get stuck or are still having trouble, please contact technical support.

Environment

  • Operating System: Linux, Mac OS X, Windows 

Troubleshooting steps

1. (Linux only step) Make sure SELinux is not enabled. For instructions on how to disable it, please see this article (How to disable SELinux).

2. Ensure that asperanoded is running on your node. Sometimes all you need to do is restart the service. Try restarting aperanoded with the following command:

Linux
/etc/init.d/asperanoded restart

Mac
sudo launchctl stop com.aspera.asperanoded
sudo launchctl start com.aspera.asperanoded

Windows
asnodeadmin.exe --reload

 

If asperanoded will not start, please contact technical support.

3. Verify that the port necessary for Node API communication is open (by default, 9092) on your node. You can do this with the following command, replacing node_address with the IP address or hostname of your node:

telnet node_address 9092

 

The port is open if the message Connected to node_address is displayed. If the port is not open, you will have to check your firewall settings to ensure that communication on TCP 9092 is allowed.

If you do not have telnet or are on Windows you can use the utility netcat to test communication on TCP 9092. For instructions on how to obtain and use netcat, see this Knowledge Base article.

4. Make sure you specify the port for Node API communication in the Host setting of the node configuration form in the Shares interface. 9092 is the recommended port as it uses HTTPS.

hostshares.jpg

Additionally, if your Shares web server is on the same machine as your transfer server, your host name should be 127.0.0.1

5. If you do not have a CA (Certificate Authority) signed certificate installed for your node, make sure Verify SSL Certificate is not checked in the node configuration form. By default Aspera transfer servers come installed with self signed certificates, but only certificates signed by a CA can be verified. If you are using the default self signed certificate or your own self signed certificate, checking this option would prevent proper communication with the node. In this instance your configuration should be the following:

sslshares.jpg

6. Verify that persistent store is enabled in the <central_server> section of your aspera.conf configuration file on your node.

aspera.conf can be found in the following location according to your system:

  • Linux: /opt/aspera/etc
  • Windows: C:\Program Files (x86)/Aspera/<product name>/etc (replace <product name> with your installed product)
  • Mac: /Library/Aspera/etc


The <central_server> section should look like the following:

<central_server>    
<persistent_store>enable</persistent_store>
</central_server>

 

7. Configure the <server> section of your aspera.conf file back to the default values if you had them overridden. Make a backup copy of your current aspera.conf file and rename it. In the original, change the server section to the following, replacing node_address with the IP address or hostname of your node:

<server>    
<server_name>node_address</server_name>
</server>

 

The above node address must be present. In most cases the default configurations are all you need. If changing to the defaults worked to connect your node but you find there is a setting you would like to override, please contact technical support for further assistance.

8. Check that your Node API credentials are valid and that Node API calls can be made correctly.

You can do this by running the following cURL command, replacing username and password with your Node API username and password, and ip_address with the IP address of your node:

curl -k -i -X GET https://username:password@ip_address:9092/info

 

If you do not have cURL, you can simply go to the URL above (https://username:password@ip_address:9092/info) in your browser.

A successful response includes information on the node in JSON format, which means your credentials are valid and Node API calls can be made normally.

If the command returns a 401 Unauthorized message your Node API credentials are incorrect. Double check that the username and password are correct, or try creating new credentials on the node. You can set a new password for the node user on the node machine with the following command:

Linux
sudo /opt/aspera/bin/asnodeadmin -mu username -p new_password

Mac OS X
sudo /Library/Aspera/bin/asnodeadmin -mu username -p new_password

Windows
asnodeadmin.exe -mu username -p new_password 

 

If you do not receive a response at all this indicates there is an issue with asperanoded on the node not being able to respond to requests. Please contact technical support in this case.

Have more questions? Submit a request

0 Comments

Article is closed for comments.
Powered by Zendesk