We have one user who is reporting that he cannot connect to either one of our Servers. We have confirmed that he has a license assigned (and his license info is showing on the right of the Desktop app page, in the blue pane) but when he tries to use any of the connectors or update his space it's not allowing him to connect to the server. See attached screenshot for the error messages he is receiving. We are using Azure Active Directory. This user can successfully log in to the Server via the browser to view the morphs that have already been published here.
Any ideas on what is preventing this user from connecting to the server in his desktop app?
Do you have SSL enforced on your EasyMorph Server? In other words, when users access EasyMorph Server from a web browser, do they enter the Server URL starting from http or https?
Also, how is the user access to the space configured - via a user group (AD) or explicitly? In other words, does the user have a separate record in the access control list of the space or s/he signs in via an AD group or using a shared password (legacy mode)?
We do have 'enable Active Directory' checked under Settings, but if I go into the individual spaces I see a list of individual users there and 'identity provider' is left blank, so I'm assuming that means they have a separate record, they're not signing in via AD. See screenshots below.
Hi
It looks like the Desktop cannot get access to the Server.
Possible reasons:
An incorrect port or server name is specified in the server link settings.
The connection type is incorrect—using not secure (http) instead of secure (https), or vice versa. Usually, this is determined automatically, but you can explicitly set the "Require SSL" flag in the Server link settings.
DNS issues. Typically, browsers use an external dns-over-https provider, while applications use standard network settings (you can check the site name resolution with nslookup utility).
You are using a proxy.
The firewall settings for the Desktop do not allow an outgoing request to the Server.
Ok thanks, I've passed this list along to our Security team and they are looking into it. I will respond with any updates.
It's odd because this user is the only person having this issue, it's not widespread. We also recently upgraded to new laptops, and this user had no issues on his old laptop, it's only on his new laptop and only when working from home connected via VPN. When he is working in office (and doesn't need the VPN) he is able to connect without issue. So I don't think it's an EasyMorph issue, but something in the configuration is not working.
Hi,
Since the user is connecting over VPN, my best guess would be that the VPN is set up as a "split tunnel" and that the traffic is trying to reach your EM server across the internet rather than via the VPN connection. Whoever looks after your VPN in your IT team should be able to confirm and resolve this if it is.
