Cinelink - Content Download Issues

Occasionally, performing a simple restart of your device can effectively resolve any lingering issues that might be preventing downloads from continuing smoothly. Restarting helps clear temporary glitches or system conflicts that may be causing interruptions. Once your device has rebooted, downloads often resume from where they left off without further complications. However, if restarting your device does not resolve the problem you are encountering, we recommend proceeding to the more advanced troubleshooting steps outlined below. 

Verify Network Connectivity

Your Network and IT staff likely has firewall rules in place for security. There are certain ports that will need to be open for Cinelink to communicate with our content servers. Please provide the list below to your IT team and ask that they be "whitelisted" for the IP address the Cinelink will occupy:

Service	Description	Ports	IP Address / URL
Product Update Service	Provides Product Updates, O/S patching and Security	tcp:443	cinelink-apt.swankmp.net / 12.38.100.122
Logging, Licensing and DB Services	Logging, Database and licensing communications	tcp:443	cinelinkrestapi.swankmp.com/ 12.38.100.74
Content Delivery Service	Content updates from Swank MP to On-Campus Streaming Server via Aspera FASP protocol.	ssh:33001 udp:33001	cdntransfer.swankmp.com / 12.38.100.87

Packet Shapers

Advise your Network and IT staff that if they employ any "packet shapers" or "traffic shapers" on the network, the IP address the Cinelink device occupies need to be "Whitelisted" and provide appropriate bandwidth to allow for large file downloads (9 to 15 GB per movie)

Cinelink Network Assessment Tool (CNAT)

Below is a link to our Cinelink™ Network Assessment Tool if needed. You can run this tool from a Windows machine connected to the same port the Cinelink™ will occupy, and it will give you an indication if there is a network related issue for your Cinelink™ device.

Cinelink Network Assessment Tool (CNAT)
 

For Aspera sessions that are failing to authenticate, the most common issue is that the SSH authentication is being blocked.

SSL Certificate Errors

cinelinkrestapi.swankmp.com utilizes a private SSL certificate issued by Swank. Since this is not issued by a public certificate authority, your organization's IT security systems might identify it as a potential security concern. Please keep in mind this specific endpoint is essential for the proper functioning of the Cinelink service. and it is necessary to allow access to this endpoint to ensure the Cinelink operates as intended.

 

Starlink Load Balance Issue

If you are load balancing between several Starlink dishes, we have seen issues in the past where load balancing between dishes was problematic. We had better success by setting up the Swank download to only utilize 1 Starlink Dish instead of load balancing between the set. 

If you continue to experience difficulties even after verifying that there are no restrictions or blocks within your network that could be preventing downloads, please contact Swank Digital Support for additional assistance.