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WAVE: Unable to connect to WAVE system remotely

Note! This guide omits cases with incorrect credentials input. All clients return corresponding messages on such connection efforts.

 

Traditional port forwarding

In order to connect to WAVE Media Server it's always been a connection options using TCP port forwarded with your router (or firewall settings) from your Media Server to the public web. If you can't reach Media Server with address <host_address>:<forwarded_port> please follow the steps below for the initial troubleshooting:

  1. Check that Media Server Service is running. At the Server PC you can find information about that at:

    - Windows: traytool or Services list
    - Ubuntu: using terminal command $ps max| grep Media Server

    Please run service if necessary.
  2. Check that server is running correctly:

    - Any OS with GUI: try to connect to Media Server Web-page from the Server PC using web-browser. For default installation url to be entered in address bar is http://localhost:7001. If browser asks the credentials -- test is passed. 
    - Headless Ubuntu Server: try to run terminal command $wget http://localhost:7001. If server is running correctly it will reply you with index.html file. In opposite case you'll get connection refusal.
  3. Check that server has functioning networking. It must be reachable from your router(or any other host at the Local Network). Simple ping request is quite enough.
  4. Check that your port forwarding settings are working as you expect. There are plenty on-line tools for that on the Internet now. Like ping.eu/port-chk or yougetsignal.com where you can input remote address (ip or hostname) and port. If the check shows the port is open -- test is passed.
  5. If you reached point 5 it's time to troubleshoot the client side. At first you need to check that client host has internet connection. One more thing -- firewall options must allow outgoing TCP connections to port 7001 of the remote host.
  6. Check that Media Server is reachable from the client host using web-browser. If you were requested to input credentials -- all communication is processed correctly.

In case if all 6 checks are passed but you still can't connect using WAVE Client -- there's likely some software issue which must be resolved by tech support. Feel free to assign a support ticket referring to this article.

 

WAVE Sync

  1. Check that Media Server Service is currently running. At the Server PC you can find information about that at:

    - Windows: traytool or Services list
    - Ubuntu: using terminal command $ps max| grep Media Server

    Please run service if necessary.
  2. Check that server is running correctly:

    - Any OS with GUI: try to connect to Media Server Web-page from the Server PC using web-browser. For default installation url to be entered in address bar is http://localhost:7001. If browser asks the credentials -- test is passed. 
    - Headless Ubuntu Server: try to run terminal command $wget http://localhost:7001. If server is running correctly it will reply you with index.html file. In opposite case you'll get connection refusal.
  3. Check that server has functioning networking. It must be reachable from your router (or any other host at the Local Network). Simple ping request is quite enough.
  4. Using another PC in the same LAN log in to WAVE Sync with WAVE Client and check if your System has status "Sync-Online"(orange double-arrow icon).
  5. WAVE Sync requires both Media Server and Client hosts to be able to reach some ports of main WAVE Sync Portal. I.e. firewall must allow outgoing TCP and UDP connections from your server PC to sync.wavevms.com ports (HTTP (80) and HTTPS to check system availability, service port to maintain Client-Server connection):

    - 80 -- conventional HTTP port. Can be checked with just opening http://www.wavevms.com at web-browser from your server PC
    - 443 -- conventional HTTPS port. Can be checked with browser by opening: https://www.wavevms.com
    - 3345 -- WAVE Sync Service port. Can be checked with any telnet client(e.g. in ubuntu terminal with command $telnet sync.wavevms.com 3345)
  6. Check router NAT mode at both Server and Client hosts. WAVE Sync won't work if any of them works in Symmetric NAT mode.

 

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