Cloud Connector/Office 365 Relay Troubleshooting
The cloud connector enables client’s MyWorkDrive Servers to be reached from the internet without installing a local SSL Certificate, creating a host name or opening any inbound firewall ports through our Azure Based patented reverse proxy system.
These same relays are also used to enable Office 365 document editing online through our Microsoft Cloud Storage Provider partnership. The cloud connector or Office 365 Editing can be enabled independently but they both rely on our Azure Based patented reverse proxy system.
Each server connects to our back end through the “MyWorkDrive Port Bridge” service. This service must be running to allow connectivity for end users through our relay service. Our service is designed to monitor connectivity, log any errors and automatically reconnect as needed should there any loss of connectivity. If our service can’t reconnect within 15 minutes, assuming the service is running, we issue a service restart. All errors are logged under C:\ProgramData\WANPATH\PortBridgeAgent
Step 1: Ensure your MWD server license is valid and licensed – this feature requires a licence or active trial – you can confirm your license in Settings on the Admin Panel. Make sure the “MyWorkDrive Service” is running in services.msc
Step 2: Ensure the local site is running by connecting to http://127.0.0.1:8357 If there are any issues check and restart IIS services as needed or run “IISreset” from the command line. If the site still does not open after running IISreset, open sites in IIS Manager, browse to Wanpath.webclient site. Check to see if site is not started. If not, check bindings on the webclient site. Make sure other sites – such as default website do have have conflicting bindings. Typically this would be port 80. Remove port 80 from the Webclient site or from default website is not used there. Then start the WebClient site. This should fix the issue.
Step 3: Ensure the “MyWorkDrive Port Bridge” Service is up and running – start or restart as needed – this will only start if Office 365 editing or cloud connector is enabled on the MWD admin panel
Step 4: Review the cloud connector status on the admin panel – login to the admin panel at http://127.0.0.1:8358 Click the settings tab, under Cloud web Connector click Refresh – note any change in status
Other items to review:
Review the server system and application logs for errors – check for any server or service shutdowns.
Review the LAN interface card settings on the server – ensure sleep is disabled on the card.
Review your ISP connectivity – check for any outage in your area
Review Antivirus software – ensure any antivirus software is not blocking our service. Review our Antivirus Settings Article.
Review and Firewalls and ensure outbound ports are not blocking Azure communication on ports: 443, 5671,9350-9354 – see our firewall settings article for full details.
Open a support ticket
Send us your log files: From the MyWorkDrive Control Panel icon on the server desktop, click “Collect” to send us your system logs. Email firstname.lastname@example.org to report the issue and include your Device ID ( from the Control Panel ) and other details on the issue.