Troubleshooting

When I enter my serial number to convert my eval copy to a full working copy, ShareWay says the serial number is invalid.

• ShareWay IP 2.0 will not accept serial numbers from previous versions, nor from other editions of ShareWay. Be sure you are using the ShareWay IP 2.0 serial number you were supplied with.

When I try to assign an IP address to a target server, the dialog allows me to change the port number, but no list of IP addresses appears.

• You must be running Mac OS 8.1 or later on the ShareWay Macintosh.
• You must set up a file called "IP Secondary Addresses" in the ShareWay Macintosh's Preferences folder (see the Multiple IP Address Appendix).

When I try to access a target server, I get an error message, "This file server is running on your machine. Please access the volumes and files locally." The file server I'm trying to access is not on my machine.

• If you attempt to access any target server from the ShareWay IP machine AND the target server has the same IP address (even if it has a different port number) as the ShareWay machine, attempts to mount that server are thwarted by AppleShare, which knows that the IP address is on the same machine (but doesn't know that the real server is actually remote).

I want to set the target server to a particular server, but that server doesn't show up in ShareWay IP's "Select an AFP Server" list.

• Verify that the server is running.
• Verify that the ShareWay IP machine's AppleTalk connection is configured properly.
• Verify that you can see the server using the Chooser on the ShareWay IP machine. If you can't, there is an AppleTalk connectivity problem between the server and ShareWay IP machines.
• Verify that you have selected the zone in which the server resides.

On a client Macintosh, when I select AppleShare in the Chooser, there is no "Server IP Address..." button.

• The "Server IP Address..." button will only appear if you are running AppleShare Client 3.7 or later.

On a client machine, I enter an IP address assigned by ShareWay IP, but I get an error.

• If ShareWay IP is on a different machine than the server, verify that you entered the IP address that ShareWay IP uses for the server, not the server's IP address. The IP address that ShareWay IP uses for a server is displayed in the Target Server window.
• Verify that there is TCP/IP connectivity between the client and ShareWay IP machines. Try pinging ShareWay IP from the client using a ping program.
• If there is a firewall between the client and ShareWay IP, verify that it has made accessible the port number that ShareWay IP uses for that server.
• Verify that ShareWay IP is running and active, and that connections to the targeted server are enabled.
• Verify that the target server is active and reachable over AppleTalk from ShareWay IP. ShareWay IP will display a status of "unavailable" if it cannot reach a target server over AppleTalk.

I can't log on to a target server using a custom authentication mechanism. It works if I use AppleTalk, but not if I use TCP/IP through ShareWay IP.

• AppleShare Client version 3.8 or later is needed for support of Custom User Authentication Methods (UAMs) over IP. In addition, a new UAM may also be required on the server. Contact your server manufacturer to see if a new UAM is available.

When I try to connect to a server through the Gateway, I get the message, "This file server will not allow any additional users to log on. Try again later."

• There are too many users trying to connect to the Gateway's target server. ShareWay IP Professional will, by default, handle up to 20 users simultaneously for a particular server, although the limit is configurable. The server's limit is displayed in the server's Server Info window.
• It is possible the server itself has reached its maximum connection limit. For instance, personal file sharing has a limit of 10 connections per server.
• There may be too many total users connected through the Gateway. ShareWay IP Professional supports a maximum of 120 users through the Gateway at one time.

When I try to start ShareWay IP or enable connections to a particular target server, I get an error message that the port is already in use.

• You are running an application which utilizes the desired port. Such applications could include AppleShare IP, another copy of ShareWay IP, or an Internet application which happens to use that port. Try a different port number.

I get an error saying that logging could not be enabled.

• Check to make sure that another application does not have the log file open, and that your disk is not full.

I enabled logging, but no log file is being written.

• Be sure you are looking for the log file in the Preferences folder
• Be sure no other application has that log file open.

A user logs on to a ShareWay-targeted server, but does nothing and logs off some time later. The total bytes transferred for that user, as shown in the log file, seem much too high.

• The BYTES_SENT field in the log file includes all bytes sent over a session, not just bytes read from or written to files. Bytes sent as part of AFP's periodic housekeeping functions are also included.

An IP address I entered in the Secondary IP Addresses file does not show up in the list of potential addresses for targeted servers.

• Check to be sure the format of that file is correct.
• Be sure the TCP/IP control panel is set to manual addressing.
• Restart the Macintosh to ensure that any changes to the file have taken effect.
• Be sure you have selected the radio button to display all IP addresses rather than just the unused ones in the IP addresses dialog box.

A connected user's idle time resets even though that user seems not to be doing anything.

• Often the Finder will automatically query a volume to update its contents of that volume. In this case the idle time will reset.

ShareWay IP displays an incorrect host name, or just an IP address, in the AFP URL field.

• There is no host (DNS) name assigned to the ShareWay IP machine.
• When a host name was assigned to the ShareWay IP machine, a "reverse DNS lookup" or "PTR" record was not assigned, or was assigned incorrectly. Contact your network administrator if you wish ShareWay IP to display the correct host name in the AFP URL.

The AFP servers targeted or proxied for by ShareWay IP are not visible in AFP Engage!'s "Browse AFP Servers" window.

• Be sure that the ShareWay IP machine is running Mac OS 8.5 or later.
• Be sure the SLP plug-in is enabled through the extensions manager on both the ShareWay and AFP Engage! machines.
• Be sure you are running ShareWay IP 2.0 or later.
• Be sure the server is running and available. It should be listed as "available" by ShareWay IP. If not, either the server is not running or it does not have connectivity to ShareWay IP (targeted servers require AppleTalk connectivity, servers proxied for require IP connectivity).
• If a large number of names (around 10) are registered on one machine with SLP, a bug in the SLP plug-in shipped with OS 8.5 (SLPPlugin version 1.0) may prevent those names from being visible through SLP. See the release notes for details.
• Be sure ShareWay IP Pro and the client are running the same version of the SLP plug-in.
• If you target and/or proxy for a large number of servers (around 20), the ShareWay machine requires access to TCP port 427 for SLP lookups to be responded to. If you have a firewall, including Open Door's DoorStop software firewall, confirm that access to TCP port 427 on the ShareWay machine is allowed.
• See How AFP Engage! Works in the AFP Engage! User's Guide for limitations with SLP.

A proxied-for server shows up in AFP Engage! when it is no longer available, or doesn't show up when it is available.

• ShareWay IP Pro's SLP proxying does not immediately notice changes in proxied-for server availability, since it can only check those servers periodically. There could be a delay of up to 30 minutes between a change in a server's availability and ShareWay IP noticing that change.

Online help isn't available through the Macintosh Help Center.

• The folder "ShareWay IP Pro Help" must be in the System's Help folder.
• The ShareWay machine must be running OS 8.5 or later.

Online help isn't available, or doesn't work correctly, through ShareWay IP's Help menu.

• The folder "ShareWay IP Pro Help" must be in the System's Help folder.
• The file "ShareWay IP Pro Guide" must remain in the same folder as the ShareWay application.
• The ShareWay machine must be running OS 8.6 or later.

With ShareWay IP Pro running on Mac OS 9, a user connecting to a server targeted by ShareWay connects to the ShareWay machine's built-in File Sharing instead.

• Mac OS 9's built-in File Sharing over IP is on and is conflicting with ShareWay. You can either:
  
  Disable "File Sharing through TCP/IP in the File Sharing Control Panel". If you want to share files on the ShareWay machine over TCP/IP, add a target server to ShareWay, specifying "Server on this Macintosh". See Adding Target Servers.
  OR
  Use Mac OS 9's File Sharing over IP in addition to ShareWay IP Pro. In this case, ShareWay's target servers must be specified with either alternate port numbers, secondary IP addresses, or both. You cannot use the default port on the principal IP address, since it is used by OS 9's built-in File Sharing over IP.

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