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Server is online and working with cloud connection issues

Answered
Adam Anderson

This started as a cloud user being unable to connect, however I can connect to the server, I have updated the server to 5 and the user is still having trouble connecting.

nxvms.com is reporting that

This page cannot be loaded

Please make sure that your servers are online and try again.
 
when trying to look at the server.
But I can still connect to the server and view the cameras, so I think that the server is not connected to the cloud properly? on the NX Cloud tab in server administration it says it is connected to the Cloud. I decided to disconnect it from the cloud but the process fails with the error.
Cannot disconnect the System from Nx Cloud Service Unavailable.
Server was disconnected from the cloud so then I reconnect it and add all the cloud users back in.
But server is still shown as offline, even though some users can connect to it.
 
I'm also seeing some errors in the log file.
2022-08-14 09:09:45.594   13e4 WARNING ec2::QnDbManagerAccess(0x219ff88c958): forbidden - User 'admin' with Default permissions can not modify resource parameter of {4014a046-e151-f789-5724-2af92398d130}
2022-08-14 09:10:46.861   13e4 WARNING ec2::QnDbManagerAccess(0x21980402c58): forbidden - User 'admin' with Default permissions can not modify resource parameter of {d6f0d105-5a51-dc9d-6cff-7cb3420451f3}
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Comments

5 comments

Date Votes
  • Adam Anderson
    Edited

    Occasionally this error pops up, but then the client can connect without restarting

    at the nxvms.com web portal we get the following

     

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  • Ichiro
    • Network Optix team

    Hi Adam Anderson,

    Thanks for your detailed report. 
    May I know if you have updated the system from v4.2 then 5.0.0.35136 then 35270?

    What if you use an incognito tab/page of a browser to access the nxvms.com under your Nx Cloud account? Will that make any difference, ex: your system now becomes online or any thing different from previous access?

    Thanks.

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  • Adam Anderson

    Hi We went straight to 35270, as we had this connection issue, I just downloaded the latest install and ran it on the production system (installed over, not upgraded).

    This did not solve the problem.

    I set some port forwarding so that I could connect directly to the Server (local account), this worked so then switched back to connect via the cloud and it worked, which was great for me but I didn't want to create local accounts for the cloud users, so after restarts and other things I tried unsuccessfully I decided to run an instance on AWS and Merge it into the system. This immediately resolved the connectivity issue for all cloud users. This also allowed the server to appear in nxvms.com and I could monitor and see settings.

    In the next few days I will shut down the AWS server and see if the authentication / routing / access problem- (or whatever it is) comes back.

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  • Ichiro
    • Network Optix team

    HI Adam Anderson,

    Thanks for the detailed information. It sounds like it could be some authentication or routing problem.
    Can you let us know the result if the cloud is down again after you shutdown the AWS instance?

    I believe we will need to look into this.
    Thanks for your corporation and appreciate your assistance.

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  • Adam Anderson

    Yes shutting down the AWS instance causes the problem to return.  I'll test again, our ISP is also looking into routing.

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