Problem

You receive the error message "cannot connect to server" when are trying to test the connection, change the password or passphrase, or start a backup, either for the first time or after a software upgrade.

Resolution

• On the My Account page, in the server field, try appending ':443' to the servername, and make sure that outbound traffic is allowed on port 443 (SSL web traffic port).
• Alternatively, open TCP port 5470 for outbound access on your software and/or hardware firewall(s)
• If you limit outbound access to a specific range of IPs, then make sure to include the following ranges:
  • 207.210.100.160/27
  • 38.101.148.16/28
  • 38.101.148.32/29
  • 38.101.151.0/24
  • 38.109.175.0/24
  • 38.109.168.0/24
  • 198.73.16.0/21 

If you want to ping or traceroute, please do not use the above IPs, as our security perimeter may temporarily auto-block your IP based on certain traffic patterns. Instead, use the following IPs when testing connectivity issues:

• 207.210.100.161 Is decomissioned at the moment
• 38.101.148.33 Is decomissioned at the moment
• nettools.slc.efscloud.net Is decomissioned at the moment

Connectivity issues are most often caused by one or more firewalls blocking the software from connecting to the server. The application needs to be configured to allow for outbound access on TCP port 5470. If you have a hardware firewall, please contact your network administrator. For software firewalls (such as ZoneAlarm and Norton Internet Security) use the firewall's user interface to configure the software for outbound Internet access. If you need help configuring your firewall, please open a ticket.

Please note that after a software upgrade, all modern software firewalls will require that you re-approve the applications for Internet access. For this reason, the software will download but not install new versions by default (and will instead will prompt you if you want to install them). After you choose to install the new version, it will attempt to trigger your software firewall to approve the program for access immediately. If you experience connectivity problems after the software upgrade, please check your software firewall settings.