ADS ASPERA HELP

ADS uses IBM Aspera’s On Cloud service to safely host and transfer client materials with transfer speeds limited only by your connection. 

Having trouble with your IBM Aspera Credentials, a clickable link, or the browser plugin? Please review the items below to troubleshoot.

WHITELISTING

While IBM Aspera’s On-Cloud service is globally accessible via the internet, end users may need to have their IT professionals “whitelist” IP addresses and/or FQDN (Fully Qualified Domain Names) to allow access to the non-standard ports and addresses used by the FASP transfer protocol. To ensure errorless transfers to and/or from the ADS IBM Aspera environment, please consult the following settings:

Allowing Traffic from Your Network to ADS Aspera On Cloud
To use AoC APIs, AoC web interfaces, or Aspera Connect clients on your network with Aspera on Cloud, and to connect to the Aspera metering system (ALEE), configure (allowlist/whitelist) your firewall as follows:

  • Allow traffic on TCP/443.
  • For Aspera Connect clients and nodes (ATS, user-managed, and so on), also allow traffic on UDP/33001 and TCP/33001.
  • Provide egress access for the following AoC service IP addresses:

IP Address
169.46.4.68/31
169.46.4.70/31
169.48.106.192/26
169.48.226.120/31
169.48.236.50/31
169.48.249.64/26
169.60.129.66/31
169.60.151.232/31
169.60.197.0/26
169.61.233.80/29
169.61.54.112/29
169.47.22.160/27
169.45.208.224/27
169.60.95.32/27
169.61.103.64/27
ats-sl-wdc.aspera.io

Allow Traffic Using IBMid Authentication
(Service FQDN + Port =TCP/443)

  • cloud.ibm.com
  • identity-?.*.iam.cloud.ibm.com/identity/authorize

——-WHERE——-

  • ? = one character
  • * = one region name (no deeper subdomain allowed)

——-EXAMPLE——-

  • https://identity-2.us-south.iam.cloud.ibm.com/identity/authorize

COMMON ERRORS

BROWSER EXTENSION / CONNECT APPLICATION NOT INSTALLED

If you see a screen like this example upon opening a package link or logging in via IBM credentials, you need to either install, update, or allow the extension and application to operate within your browser. If you believe you already have done so and still see these messages, clear your browsing history, close/quit your browser, then return to the link/login and try again.

*Most non-firewall-based Aspera issues can be resolved by uninstalling and reinstalling the Aspera Connect application*

Click here to install the latest version of Aspera Connect

ERROR PERFORMING UPLOAD/DOWNLOAD

If you receive a message through the portal that an error has occurred, select/click on the Transfer Activity icon in the application’s upper right menu bar. The Transfer Activity window will display all recent activity, including errors, which will have red color-coding.

To drill into the issue you’re experiencing, follow the Troubleshoot link and have your in-house IT professional review the error.

If you or your IT professional are still unable to resolve the issue, please reply all to the delivery notification you received with your credentials/link and a brief description of your issue, including any screenshots and the text from your Troubleshoot link.

*As above, most non-firewall-based Aspera issues can be resolved by uninstalling and reinstalling the Aspera Connect application*

Click here to install the latest version of Aspera Connect

ASPERA CONNECT LOG LOCATION

For in-depth error messages, you may need to consult the local logs that Aspera Connect saves on your transfer device.

Assuming that Aspera Connect is installed on your computer, follow these steps to retrieve your logs:

PC:

  1. Look for the app running in the your taskbar (lower right near clock and temperature.)
  2. Right click on the Aspera Connect application.
  3. Select Open Log Folder

Mac:

  1. Open the app (should be running in your tray).
  2. From the program’s Window menu, select Open Log Folder.

If you or your IT professional are unable to find your issue by consulting your log, reply all to the original delivery notification/link with a description of your issue and your most recent log file attached (ex. aspera-connect.log – there may be a number within the name)). 

*As above, most non-firewall-based Aspera issues can be resolved by uninstalling and reinstalling the Aspera Connect application*

Click here to install the latest version of Aspera Connect

OTHER ISSUES?

For all other issues, please consult your in-house IT professional and have them read through this document. If you are still having difficulty accessing ADS Aspera On Cloud, reply all to the original delivery notification/link with a description of your issue, any screenshots, and your most recent log file attached (ex. aspera-connect.log – there may be a number within the name)). 

*As above, most non-firewall-based Aspera issues can be resolved by uninstalling and reinstalling the Aspera Connect application*

Click here to install the latest version of Aspera Connect

ADVANCED DIGITAL SERVICES

3575 Cahuenga Blvd W Ste 605
Los Angeles, CA  90068
323.468.2200

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ADVANCED DIGITAL SERVICES

3575 Cahuenga Blvd W Ste 605
Los Angeles, CA  90068
323.468.2200

© Advanced Digital Services
Privacy Policy