Content Delivery - Troubleshooting Aspera Download Issues

Below are several general items you may consider examining on your device if you encounter any issues with your download.

Required Network Endpoints 

Below are the required endpoints, protocols, and ports to open on your network.

• Endpoints (FQDN)	Protocol/Ports	Primary IP	Purpose
  cdntransfer.swank.com	tcp/ssh:33001  udp/fasp:33001	12.38.100.87	Content updates to on-site Streaming Server via Aspera FASP protocol.

Notes:

• An SSL web browsing rule (often part of firewall or proxy inspection) can also interfere with Aspera transfers because it performs SSL/TLS interception. This means the network device decrypts and re-encrypts the traffic using its own certificate to inspect the contents.

  Aspera’s transfer technology relies on secure, high-speed encrypted sessions and strict certificate validation. When SSL inspection is applied: 

  • The original server certificate is replaced by the inspection device’s certificate
  • This breaks trust validation between the Aspera client/plugin and server
  • The connection may be rejected, downgraded, or interrupted
• If you have verified that there are no restrictions within your network and your connection is being refused, please contact Swank Digital Support with your public IP address to ensure it is not being blocked. Not all IP address ranges are permitted by default.

Confirm IBM Aspera Connect is Installed 

In Chrome this can be found by going to the three vertical dots in the top right corner of the window click on the dots and navigate down to the Extensions and click on it then Click on Manage Extensions (see example below)

After you click on Manage Extensions you should see the extension for IBM Aspera Connect.
 

Drive Space

Is there enough space on the drive you are attempting to download to?

• Your download destination can be reviewed under Preferences
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Run Diagnostics

A diagnostics test can be found under the IBM Aspera Connect menu. This will verify that your browser can connect to your transfer client and successfully transfer files.

1. Select Aspera Connect.
2. Click Run diagnostic test.
3. All 3 checkmarks should be green.
4. Download results if needed for additional troubleshooting.

 

Log Files

You can access log files also from the Activity menu to see if there is any additional information as to why the download is failing.

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Additional Resources

IBM documentation can be found here: IBM Aspera Connect documentation