Unable to Connect System to NX Cloud

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Paul Gear

• December 09, 2024 00:30

Been using NX Witness for years, but in the last couple of days can no longer connect via NX Cloud. System showing as offline in app.

When logging into the portal it said no systems were connected to NX Cloud.

Logged on locally and disconnected system from NX Cloud, but am now unable to reconnect. Receive the error message:

Failed to connect System to NX Cloud

None of your servers has connection to Cloud.

All our servers have Internet access, and this is tested as working. Have restarted all servers

Running version 5.1.5.39242

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  Paul Gear

  • December 09, 2024 00:36

  Have opened a support ticket, but if anyone else has come across this problem and knows a fixed would be appreciated.

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  Jason Beaven

  • December 09, 2024 01:01

  I am supporting a user where overnight they had access to the NX Witness Cloud via a desktop Client 5.15.39242 and now this morning it says offline. When they click on "Login to NX Cloud" a pop up comes up saying "Cannot connect to NX Cloud".

  The User can login to their account via the web portal so nothing wrong with the account.

  I have turned off all security on the PC and still can't connect.

  I have uninstalled the client to a lower version and still the same error.

   

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  Damien Roussos

  • December 09, 2024 01:07

  We are having this same error with One of our 5 servers. All are running the latest build 6.0.1 and only one of them cannot connect at all. I have even tried uninstalling the server system. Still the same error and it is having issues now restoring from the backup. 

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  Norman - Nx Support

  • December 09, 2024 12:42

  Hi Paul Gear, Jason Beaven, and Damien Roussos,

  Could you kindly confirm if this issue has been resolved?
  Please take a moment to review the latest update regarding the cloud issue here: LINK.

  
  
  

   

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  Paul Gear

  • December 09, 2024 20:03

  Installing those certificates allowed me to reconnect the system to NX Cloud, but it appeared as a new system and am having difficulty removing the old "offline" system.

  So as it stands we are connected and working, but there is a duplicate "offline" system showing for all users.

  Support is working through this with me as the normal options for disconnecting the "offline" system aren't available for some reason.

  Thanks

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  Jason Beaven

  • December 17, 2024 21:32

  Hi Norman,

  We made no changes on our end and for the staff that had the issue, all seems to be working now.

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