This article provides guidance for support staff and technical end-users to help diagnose and resolve common sign-in and file access issues.
Is it me or is it you?
This article assumes that only a single user is having problems accessing or using Web Access.
Before proceeding, if other users are also seeing the same issue, check with your IT team .
Network architecture
Web Access is a web application that is designed to provide the same great experience on different form factors, such as desktops, laptops, and mobile devices, and even on slower networks.
The web application itself runs on a Nasuni Edge Appliance. That appliance is typically deployed in a data center or in the public cloud, and you typically access it over the internet.
For security, your browser would be accessing this appliance through a firewall or load balancer running in the data center or cloud. In some cases, you might be using a VPN.
Are you running the latest software?
For troubleshooting, we recommend that you and your user always use the latest version of a supported browser (Chrome, Safari, Edge, or Firefox). The operating system of your desktop or mobile device should also be up to date and have the latest security updates applied.
Can you access the Login page?
Web Access is accessed through a web browser using the Nasuni Edge Appliance's URL. Using your Web browser, open the specified IP address for the Nasuni Edge Appliance. The IP address is obtained during installation.
https://<IP_address>:8443
or
https://<IP_address>:443
Site cannot be reached
If the browser reports that the site cannot be reached, or the IP address cannot be found, check that the host name resolves and is reachable over the network.
If this step fails or is unreliable, check with an IT administrator.
Corporate VPN
Depending on your organization’s deployment of Web Access, your site might require you to access it over a VPN.
If the URL for Web Access is not loading via browser, check to see if any VPNs provided by your organization are connected and if other internal web-based resources are responding as expected.
Security certificate issues
If the browser reports an issue with the security certificate, check the site endpoint with a site like https://www.ssllabs.com/ssltest/. If this check fails, or if your browser is still having an issue with the certificate, follow up with an IT administrator .
Administrative interface
If the site redirects to the appliance administrative interface at port 8443, it means that Web Access is not enabled for any shares accessible from that location.
Can you log in?
From the Login page, attempt to log in.
For username/password login, a generic error “Incorrect username or password.” is shown if an incorrect username or password is entered, or if a user is inactive. An administrator can check if the user account is active. An end user might be able to check their credentials by accessing a CIFS/SMB share though a desktop.
For errors during SSO authentication, capture the complete error page and pass it to your IT administrator. If the error suggests a temporary problem, retry in a few minutes.
No accessible shares messages
If you do not have access to any data on Nasuni storage made available through Web Access and are not using a single-sign-on (SSO), you see the message “No accessible shares” within the file manager page.
If you are using SSO login, the following error is shown: “You don't have permission to access any shares in Web Access. Contact your administrator. (Error WA-1201)”.
Contact your administrator for support.