IBM Aspera Connect Frequently Asked Questions
Errors and troubleshooting
What is error code 47 and how can I resolve it?
Error code 47 usually means there is an issue with your ports (UDP, TCP or HTTP) being blocked by your company's internal firewall. It means that the IBM Aspera application is unable to make a connection to allow high-speed FASP downloads. Please ask your network administrator to ensure the TCP ports for SSH and the UDP ports are open.
The ports to open are: TCP 33001, UDP 33001, TCP 443 for IP address 217.140.98.66. Ensure traffic going in and out of these ports is allowed on both the client and server of your transfer.
Please also see IBM Aspera's support page related to error code 47.
What can I do if I am getting error codes 19?
This error code usually mean there is an issue with your ports (UDP, TCP or HTTP) being blocked by your company's internal firewall. It means that the IBM Aspera application is unable to make a connection to allow high-speed FASP downloads. Please ask your network administrator to ensure the TCP ports for SSH and the UDP ports are open.
The ports to open are: TCP 33001, UDP 33001, TCP 443 for IP address 217.140.98.66. Ensure traffic going in and out of these ports is allowed on both the client and server of your transfer.
I received an error message that the IBM Aspera Client Plug-in was unable to authenticate using Port 33001. What does this mean?
The IBM Aspera Connect Server at the CPTAC DCC uses nonstandard ports for security, UDP 33001 for file transfer and TCP 33001 for User Authentication (via SSH). If you are working at an organisation within a security firewall, you need to contact your IT security staff to open the following ports, UDP 33001 and TCP 33001.
SSH Connectivity Errors
If there are timeouts that occur in the middle of downloads (resulting in error codes 13, 15, or 40), or the IBM Aspera Connect application is unable to connect to the server with the error Timeout establishing connection, then this is most likely due to blocked TCP connectivity. IBM Aspera Connect is attempting to contact the server on the designated TCP port (typically configured to be 33001) and either the client-side Firewall is preventing outbound TCP access or an incorrect configuration of the server-side Firewall is not allowing inbound TCP traffic to the IBM Aspera server.
To address this issue attempt to connect to the server's TCP port through the command-line terminal on your client machine (the machine that IBM Aspera Connect is installed on). To do so, run the following command to connect to the server on port 33001 (or the configured TCP port, if other than 33001).
> telnet server-ip-address 33001
Note: You should replace server-ip-address with the IP address of the IBM Aspera server.
If the error received is Connection refused, the IBM Aspera server is not running the SSHD service and you will need to contact your server administrator. If the error received is Timeout, then the problem is the client-side firewall, which is likely disallowing outbound TCP traffic. Ensure that the client-side firewall allows outbound TCP traffic on port 33001 (or the configured TCP port, if other than 33001).
UDP Connectivity Errors
When IBM Aspera Connect appears to successfully connect to the server but the transfer progress reads 0% and eventually the error "Data transfer timeout" is received (error codes 14, 15, or 18). Although the files to be transferred appear at the destination, they are 0 bytes in size. This is most likely due to blocked UDP connectivity. The control connection over TCP is established, but the data connection - using UDP - cannot be established. UDP problems are generally caused by Firewall configuration. To address this issue, check that UDP port 33001 is open for outbound traffic.
Where can I find my IBM Aspera Connect logs if I need them for troubleshooting?
IBM Aspera Connect logs should be located here:
- Windows - C:\Users\[user name]\AppData\Local\Aspera\Aspera Connect\var\log
- MacOS - ~/Library/Logs/Aspera
If not, simply right click the IBM Aspera Connect application and select "Open log folder".
The file names and other text is cut off in the IBM Aspera Connect application, how can I fix this?
This is probably due to your font size in your Windows display settings. Please visit Microsoft's support page for instructions on how to change your monitor display settings.
On the Microsoft Edge browser I'm getting a pop up that asks: "Did you mean to switch apps?" but selecting either Yes or No does nothing. How to I get past this message to use IBM Aspera?
There is a workaround for this issue that can be found on the IBM Aspera support site, here.
When I go to the Diagnostic Tool page I'm getting a message that says I need to choose a new application to open fasp, what does this mean?
You can ignore this message. Just click away from or close the pop up or select cancel. You can still proceed with the download and testing of the IBM Aspera app, and once the app is installed you won't get the pop up again.
I'm on Linux using Firefox and I'm not able to download using IBM Aspera Connect. How can I fix this?
It's possible you missed the prompt in Firefox that asks you to allow 'Aspera Web' to run. If so, all you need to do is go into Firefox Tools > Add-ons > Plugins and change the Aspera Web Aspera NPAPI plugin activation dropdown from Ask to Activate to Always Activate.
Session shutdown error while downloading packages on Aspera-Dropzones
Error: Session shutdown failed. Unable to send channel data.
This error is due to the default bandwidth setup of Aspera-Connect. It is usually 700Mbps, too high for a home network and leading to the failure while downloading.
The Aspera-Connect bandwidth should be set up to a value lower than the bandwidth of your home network. To do this, follow the steps under 'Limit Transfer Rates' mentioned in the following link:
https://www.ibm.com/support/knowledgecenter/SSXMX3_3.10/connect_user_win/network_environment.html
Your network bandwidth can be found using the following link: https://www.speedtest.net/