1 14000070803 2017-02-23T13:09:12-08:00 14000113194 false File Access 3 2020-02-07T12:00:55-08:00 1 1 2020-03-03T13:26:21-08:00 0 0 Starting with firmware version 5.1, shares accept only NTLMv2 authentication by default.  Some older PCs may only support NTLMv1.  To enable NTLMv1 authentication for a CacheDrive, do the following: Go to the Morro Cloud Manager. Go to Devices, then select your CacheDrive. Go to Advanced and change the NTLM Authentication setting by selecting "NTLMv1 is permitted". <p>Starting with firmware version 5.1, shares accept only NTLMv2 authentication by default.  Some older PCs may only support NTLMv1.  To enable NTLMv1 authentication for a CacheDrive, do the following:</p><p><br></p><ol><li>Go to the Morro Cloud Manager.</li><li>Go to Devices, then select your CacheDrive.</li><li>Go to Advanced and change the NTLM Authentication setting by selecting "NTLMv1 is permitted".</li></ol><p><br></p><p><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14062672672/original/J-MFyfnDws2CFfkfZvNUgnaOQzMbsmeqQA.png?1583270720" style="width: auto;" class="fr-fic fr-fil fr-dib" data-attachment="[object Object]" data-id="14062672672"></p> 14000113194 18 14000110248 2020-09-14T15:01:02-07:00 14036891460 1 2 0 0 I updated to firmware version 5.1 or higher and now I can't connect to shares. 2020-09-14T15:01:02-07:00 14036891460 1 2019-02-11T15:24:32-08:00 0 0 Symptom: Copying files to the CacheDrive is very slow and below the expected rate on the given network.  Cause: This issue can be caused by a problem with the network adapter, network environment, or hard drive drivers. Use the following steps to help determine the cause of the problem. First thing to do is to make sure the physical network is working properly. Try copying files to and from other devices.  Once the problem is isolated to the CacheDrive, make sure the network configuration is properly configured for the CacheDrive. If using a hardware CacheDrive from Morro Data, please check with Morro Data support to ensure the CacheDrive network is working properly. If it's not working properly and is determined to be caused by a hardware manufacture defect, please file an RMA if hardware is still under warranty. If using a virtual machine, check the virtual machine host to ensure the physical network is behaving correctly. In some cases, with the virtual host, we have found that the right drivers are not installed. With VMWare, there are instances where the wrong SATA driver is being used. Resolution: For VMWare related issues: To resolve these issues with VMWare, please use the following commands in the VMWare CLI. esxcli system module load -m ahci esxcli system module load -m e1000e esxcli system module set --enabled=false --module=ne1000 esxcli system module set --enabled=false --module=e1000 esxcli system module set --enabled=false --module=vmw_ahci These disable the ne1000 and e1000 driver. It also disables the native VM AHCI driver and should have your system use the SATA AHCI driver instead. Here is a link with some explanation. https://vdr.one/esxi-6-5-vmw_ahci-ssd-extreme-latency/ for the possible issue. <h1 style="">Symptom:</h1><p style="">Copying files to the CacheDrive is very slow and below the expected rate on the given network. </p><p style=""><br></p><h1 style="">Cause:</h1><p style="">This issue can be caused by a problem with the network adapter, network environment, or hard drive drivers.</p><p style=""><br></p><p style="">Use the following steps to help determine the cause of the problem.</p><ol><li style="">First thing to do is to make sure the physical network is working properly. Try copying files to and from other devices. </li><li style="">Once the problem is isolated to the CacheDrive, make sure the network configuration is properly configured for the CacheDrive.<ol><li style="">If using a hardware CacheDrive from Morro Data, please check with Morro Data support to ensure the CacheDrive network is working properly. If it's not working properly and is determined to be caused by a hardware manufacture defect, please file an RMA if hardware is still under warranty.</li><li style="">If using a virtual machine, check the virtual machine host to ensure the physical network is behaving correctly.</li></ol></li></ol><p style=""><br></p><p style="">In some cases, with the virtual host, we have found that the right drivers are not installed. With VMWare, there are instances where the wrong SATA driver is being used.</p><p style=""><br></p><h1 style="">Resolution:</h1><p style=""><br></p><h2 style="">For VMWare related issues:</h2><p style="">To resolve these issues with VMWare, please use the following commands in the VMWare CLI.</p><p style=""><br></p><p style="">esxcli system module load -m ahci<br>esxcli system module load -m e1000e<br>esxcli system module set --enabled=false --module=ne1000<br>esxcli system module set --enabled=false --module=e1000<br>esxcli system module set --enabled=false --module=vmw_ahci</p><p style=""><br></p><p style="">These disable the ne1000 and e1000 driver. It also disables the native VM AHCI driver and should have your system use the SATA AHCI driver instead. Here is a link with some explanation. <a href="https://vdr.one/esxi-6-5-vmw_ahci-ssd-extreme-latency/" rel="noreferrer" target="_blank">https://vdr.one/esxi-6-5-vmw_ahci-ssd-extreme-latency/</a> for the possible issue.</p> 14000113194 86 14000097013 2019-02-11T15:31:17-08:00 14004033652 2 2 0 0 Why is file copy to CacheDrive slow? 2020-02-07T12:22:01-08:00 14004033652 1 2016-12-15T18:10:05-08:00 0 0 Symptom: User cannot access a share even though they have the correct credentials with access permissions. User cannot access a share even though they have access permission and are using the correct credentials. User connects to a share with "Allow guest access" enabled and then cannot connect to a share drive to which they have access permission using their credentials. Example: There are two shares in the team called share1 and share2. share1 has guest access enabled. share2 allows User1 to access. The user connects to share1, which connects as the "Guest" and then receives an error when attempting to connect to share2 with their correct credentials. User cannot access a different share on the same gateway using two different user credentials. User connects to a share using the user credentials to which they have access rights. The user tries to connect to a different share on the same gateway to which they do not have access rights and attempts to use a different set of user credentials that does have access rights. The system will display an error. Example: There are two shares in the team called share1 and share2. User1 has access to share1 and User2 has access to share2. A user connects to share one using their credentials User1. Then, the user attempts to connect to share2 using credentials from User2. Error in Windows "<\\server name\share name> is not accessible. You might not have permission to use the network resource. Contact the administrator of this server to find out if you have access permission. Multiple connections to a server or shared resource by the same user, using more than one user name, are not allowed. Disconnect all previous connections to the server or shared resource and try again." Error in OS X "The operation can't be completed because the original item for <share name> can't be found." Cause 1: If you are in "Morro Users Mode", make sure the name of the Workgroup in the MCM matches that of the name of the PC's workgroup. Go to Morro Cloud Manager > Team > Authentication, and change the Workgroup name to the correct name. Please also reference this article https://morro.freshdesk.com/support/solutions/articles/14000097321-morro-users-mode for more information.  Cause 2: This is a known limitation in OS X and Windows operating systems. If the user has connected to a share without entering a credentials, it is possible they have connected as a Guest user. Note: In Windows, the system will also attempt to connect using the credentials of the logged in user to the Windows system. If the credentials are accepted by the network share, the user will be connected without having to enter their credentials. If the credentials do not match, Windows will attempt to connect with Guest access. Once the user is connected as a Guest user, an attempt to connect to a share using their user credentials will result in the error. If the user is already connected to a network share using a set of credentials. The system does not allow the user to connect to another network share on the same server with a set of credentials different than the one used to connect to the first share. This affects both operating systems. Resolution: Disconnect or eject the share connected with the Guest user or with the user credential they no longer wish to user. If after disconnecting and the problem still persists, reboot the system and connect to the share with the intended credentials Disconnect from the first share. Some systems may require the user to reboot their client computer to disconnect the user credentials used to access the first share. For Windows users, open a Powershell window and use the following command: net use This will list all current connections to network shares. To delete a network share connection, use the following: net use \\$hostname\$share /delete Replace $hostname with the IP address or hostname of the CacheDrive and $share with the name of the share. As a shortcut, you can delete all network share connections as follows: net use * /delete If the "net use" command in #3 shows an empty list but you still get the error message, restarting the Workstation service can help: * Right-click on the Start Menu and select Run. Enter services.msc in the dialog box and click OK. * Scroll down the services list and right-click on Workstation, then select Restart. In some newer versions of Windows 10, the login name needs to be prefixed with the device name.  For example, if the CacheDrive's hostname is MorroDrive, try logging in as MorroDrive\myusername. More Information: https://morro.freshdesk.com/support/solutions/articles/14000097321-morro-users-mode <h1>Symptom:</h1><p>User cannot access a share even though they have the correct credentials with access permissions.</p><ol><li style="margin: 15px 0;"><p>User cannot access a share even though they have access permission and are using the correct credentials.</p><p>User connects to a share with "Allow guest access" enabled and then cannot connect to a share drive to which they have access permission using their credentials.</p><p><br></p><p><strong>Example:</strong> There are two shares in the team called share1 and share2. share1 has guest access enabled. share2 allows User1 to access. The user connects to share1, which connects as the "Guest" and then receives an error when attempting to connect to share2 with their correct credentials.</p></li><li style="margin: 15px 0;"><p>User cannot access a different share on the same gateway using two different user credentials.</p><p>User connects to a share using the user credentials to which they have access rights. The user tries to connect to a different share on the same gateway to which they do not have access rights and attempts to use a different set of user credentials that does have access rights. The system will display an error.</p><p><br></p><p><strong>Example:</strong> There are two shares in the team called share1 and share2. User1 has access to share1 and User2 has access to share2. A user connects to share one using their credentials User1. Then, the user attempts to connect to share2 using credentials from User2.</p></li></ol><p><br></p><h2>Error in Windows</h2><p>"&lt;<em>\\server name\share name</em>&gt; is not accessible. You might not have permission to use the network resource. Contact the administrator of this server to find out if you have access permission.</p><p><br></p><p>Multiple connections to a server or shared resource by the same user, using more than one user name, are not allowed. Disconnect all previous connections to the server or shared resource and try again."</p><p><br></p><p><img class="fr-dib fr-fil" src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14012401926/original/Y00OhzXYNJhDD8kqPZzF2RNIFkulz5SH9Q.PNG?1487887210" data-filelink="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14012401926/original/Y00OhzXYNJhDD8kqPZzF2RNIFkulz5SH9Q.PNG?1487887210" data-fileid="14012401926" data-uniquekey="1487884692925" style="margin-left:60px;"></p><h2>Error in OS X</h2><p>"The operation can't be completed because the original item for &lt;<em>share name</em>&gt; can't be found."</p><p><img class="fr-dib fr-fil" src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14012402005/original/bYyTb6tFk9gELocHFezOEI5xFQmLGjmcVA.png?1487887419" data-filelink="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14012402005/original/bYyTb6tFk9gELocHFezOEI5xFQmLGjmcVA.png?1487887419" data-fileid="14012402005" data-uniquekey="1487887238977" style="width:512px;"></p><h1>Cause 1:</h1><p>If you are in "Morro Users Mode", make sure the name of the Workgroup in the MCM matches that of the name of the PC's workgroup.</p><ol type="1"><li><p>Go to Morro Cloud Manager &gt; Team &gt; Authentication, and change the Workgroup name to the correct name.</p><p><br></p></li><li><p>Please also reference this article <a href="https://morro.freshdesk.com/support/solutions/articles/14000097321-morro-users-mode">https://morro.freshdesk.com/support/solutions/articles/14000097321-morro-users-mode</a> for more information. </p></li></ol><h1>Cause 2:</h1><p>This is a known limitation in OS X and Windows operating systems.</p><ol type="1"><li style="margin: 15px 0;"><p>If the user has connected to a share without entering a credentials, it is possible they have connected as a Guest user.</p><p><br></p><p>Note: In Windows, the system will also attempt to connect using the credentials of the logged in user to the Windows system. If the credentials are accepted by the network share, the user will be connected without having to enter their credentials. If the credentials do not match, Windows will attempt to connect with Guest access.</p><p><br></p><p>Once the user is connected as a Guest user, an attempt to connect to a share using their user credentials will result in the error.</p></li><li style="margin: 15px 0;"><p>If the user is already connected to a network share using a set of credentials. The system does not allow the user to connect to another network share on the same server with a set of credentials different than the one used to connect to the first share. This affects both operating systems.</p></li></ol><h1><span style="font-size: 16px;">Resolution:</span></h1><ol type="1"><li style="margin: 15px 0;"><p>Disconnect or eject the share connected with the Guest user or with the user credential they no longer wish to user. If after disconnecting and the problem still persists, reboot the system and connect to the share with the intended credentials</p></li><li style="margin: 15px 0;"><p>Disconnect from the first share. Some systems may require the user to reboot their client computer to disconnect the user credentials used to access the first share.</p></li><li style="margin: 15px 0;"><p>For Windows users, open a Powershell window and use the following command:<br><br>net use<br><br>This will list all current connections to network shares. To delete a network share connection, use the following:<br><br>net use \\$hostname\$share /delete<br><br>Replace $hostname with the IP address or hostname of the CacheDrive and $share with the name of the share. As a shortcut, you can delete all network share connections as follows:<br><br>net use * /delete</p></li><li style="margin: 15px 0;"><p>If the "net use" command in #3 shows an empty list but you still get the error message, restarting the Workstation service can help:<br><br>* Right-click on the Start Menu and select Run. Enter services.msc in the dialog box and click OK.<br>* Scroll down the services list and right-click on Workstation, then select Restart.</p></li><li style="margin: 15px 0;"><p>In some newer versions of Windows 10, the login name needs to be prefixed with the device name.  For example, if the CacheDrive's hostname is MorroDrive, try logging in as MorroDrive\myusername.</p></li></ol><p><br></p><p><br></p><h1>More Information:</h1><p><a href="https://morro.freshdesk.com/support/solutions/articles/14000097321-morro-users-mode" target="_top">https://morro.freshdesk.com/support/solutions/articles/14000097321-morro-users-mode</a></p> 14000113194 825 14000052501 2020-08-13T14:49:59-07:00 14036891460 3 2 0 0 Why can't I connect to a share even though I have access permission and correct credentials? 2020-08-13T14:49:59-07:00 14003076026 1 2019-07-24T21:39:31-07:00 0 0 Some of the possible reasons are: - You don't have the permission to the shares. Share maybe set to default No Access or no share has been created. Please check your Morro Cloud Manager > File System. - Windows Hello PIN is used to login to the Windows PC. PIN authentication is not compatible with CacheDrive access, please choose the password method for login. - For stronger security, CloudNAS requires SMBv2 or higher by default. Your Windows PC may be set to SMBv1 only. To enable SMBv2 in Windows, add the following item in the below path in the Windows registry (run "regedit" to open) and restart the computer: Path: Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\LanmanWorkstation\Parameters  Item: SMB2 type: REG_DWORD  Value: 1 - Group Policy (run "gpedit.msc" to open): there is an option "Enable insecure guest logons" in below path. Computer Configuration - Administrative Templates - Network - Lanman Workstation - To allow for guest access, check the following in the Windows registry (run "regedit" to open):  Path: Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\LanmanWorkstation\Parameters Item: AllowInsecureGuestAuth Value: 1 <p>Some of the possible reasons are:</p><p><br></p><p>- You don't have the permission to the shares. Share maybe set to default No Access or no share has been created. Please check your Morro Cloud Manager &gt; File System.</p><p><br></p><p>- Windows Hello PIN is used to login to the Windows PC. PIN authentication is not compatible with CacheDrive access, please choose the password method for login.</p><p><br></p><p>- For stronger security, CloudNAS requires SMBv2 or higher by default. Your Windows PC may be set to SMBv1 only. To enable SMBv2 in Windows, add the following item in the below path in the Windows registry (run "regedit" to open) and restart the computer:</p><p>Path: Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\LanmanWorkstation\Parameters </p><p>Item: SMB2 type: REG_DWORD </p><p>Value: 1</p><p><br></p><p>- Group Policy (run "gpedit.msc" to open): there is an option "Enable insecure guest logons" in below path.</p><p>Computer Configuration - Administrative Templates - Network - Lanman Workstation</p><p><br></p><p>- To allow for guest access, check the following in the Windows r<span dir="ltr">egistry (run "regedit" to open): </span></p><p></p><p><span dir="ltr">Path: Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\LanmanWorkstation\Parameters</span></p><p><span dir="ltr">Item: AllowInsecureGuestAuth</span></p><p>Value: 1</p><p></p> 14000113194 36 14000102945 2020-03-04T08:34:03-08:00 14036891460 4 2 0 0 I can't connect to a CacheDrive from my Windows PC. 2020-03-04T08:34:03-08:00 14003076026 1 2018-07-16T16:51:12-07:00 1 1 Symptom: When user tries to access the Share from Windows Explorer, they get the following error without receiving a prompt to enter their credentials: Cause: In Windows 10 version 1709 (Fall Creator's Update), there is a registry key that disables guest access on SMB2 called "AllowInsecureGuestAuth". By default, this key is set to 0. The key is located at: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\LanmanWorkstation\Parameters This feature is by designed and recommended by Microsoft for security purposes. Resolution: Any of the Guidances listed below will resolve the issue to access the network share. Guidance 1:  Make sure the username used to log in to the Windows client exists in the Morro Data system. The username can be either a network username for User Mode or Active Directory Mode or the email address in Office365 of Azure for Azure AD Mode. If the usernames exist in the Morro Data system, the user will be shown the prompt to enter their credentials. Guidance 2: Change the AllowInsecureGuestAuth value to 1 to enable guest access to SMB2 shares. Open the Registry editor by running the command 'regedit' from the run menu. Browse to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\LanmanWorkstation\Parameters Find the key AllowInsecureGuestAuth and change the value to 1. Guidance 3: Remove the key "AllowInsecureGuestAuth" Open the Registry editor by running the command 'regedit' from the run menu. Browse to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\LanmanWorkstation\Parameters Find the key AllowInsecureGuestAuth. Right click the key and choose Delete.   Guidance 4: Change the following Group Policy setting to enable insecure guest access: Open the Local Group Policy editor Go to Computer Configuration\Administrative Templates\Network\Lanman Workstation For the setting, "Enable insecure guest logons" right click and choose Edit. Choose "Enabled" and click OK More Information: The issue is related to Windows 10 and Windows Server version 1709. In Windows 10 version 1803, the key does not exist. For additional information, please refer to the support article from Microsoft: Guest access in SMB2 disabled by default in Windows 10 Fall Creators Update and Windows Server 2016 version 1709 <h1>Symptom:</h1><p>When user tries to access the Share from Windows Explorer, they get the following error without receiving a prompt to enter their credentials:</p><p><img class="fr-dib fr-draggable fr-fil" src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14033400277/original/oWPiGOKQIR_3x-OxF-4cv-rty_AOSBQx9w.PNG?1531783857" data-filelink="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14033400277/original/oWPiGOKQIR_3x-OxF-4cv-rty_AOSBQx9w.PNG?1531783857" data-fileid="14033400277" data-uniquekey="1531783440567"></p><p><br></p><p><br></p><h1>Cause:</h1><p>In Windows 10 version 1709 (Fall Creator's Update), there is a registry key that disables guest access on SMB2 called "AllowInsecureGuestAuth". By default, this key is set to 0.</p><p><br></p><p>The key is located at: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\LanmanWorkstation\Parameters</p><p><br></p><p>This feature is by designed and recommended by Microsoft for security purposes.</p><p><br></p><h1>Resolution:</h1><p>Any of the Guidances listed below will resolve the issue to access the network share.</p><p><br></p><p><strong>Guidance 1: </strong></p><p>Make sure the username used to log in to the Windows client exists in the Morro Data system. The username can be either a network username for User Mode or Active Directory Mode or the email address in Office365 of Azure for Azure AD Mode. If the usernames exist in the Morro Data system, the user will be shown the prompt to enter their credentials.</p><p><br></p><p><strong>Guidance 2:</strong></p><p>Change the AllowInsecureGuestAuth value to 1 to enable guest access to SMB2 shares.</p><ol><li><p>Open the Registry editor by running the command 'regedit' from the run menu.</p></li><li><p>Browse to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\LanmanWorkstation\Parameters</p></li><li><p>Find the key AllowInsecureGuestAuth and change the value to 1.</p></li></ol><p><br></p><p><strong>Guidance 3:</strong></p><p>Remove the key "AllowInsecureGuestAuth"</p><ol><li><p>Open the Registry editor by running the command 'regedit' from the run menu.</p></li><li><p>Browse to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\LanmanWorkstation\Parameters</p></li><li><p>Find the key AllowInsecureGuestAuth.</p></li><li><p>Right click the key and choose Delete.</p></li></ol><p> </p><p><strong>Guidance 4:</strong></p><p>Change the following Group Policy setting to enable insecure guest access:</p><ol><li>Open the Local Group Policy editor</li><li>Go to Computer Configuration\Administrative Templates\Network\Lanman Workstation</li><li>For the setting, "Enable insecure guest logons" right click and choose Edit.</li><li>Choose "Enabled" and click <strong>OK</strong></li></ol><p><br></p><p><br></p><h1>More Information:</h1><p>The issue is related to Windows 10 and Windows Server version 1709. In Windows 10 version 1803, the key does not exist.</p><p><br></p><p>For additional information, please refer to the support article from Microsoft: <a href="https://support.microsoft.com/en-us/help/4046019/guest-access-smb2-disabled-by-default-in-windows-10-server-2016" rel="noreferrer noopener" target="_blank"><strong>Guest access in SMB2 disabled by default in Windows 10 Fall Creators Update and Windows Server 2016 version 1709</strong></a></p><p><br></p> 14000113194 3429 14000088834 2018-07-16T16:55:13-07:00 14004033652 5 2 1 1 Why doesn't Windows 10 ask me for my credentials when connecting to my network share? 2020-02-07T12:59:15-08:00 14004033652 1 2020-01-31T09:48:11-08:00 0 0 If Windows loses your saved share password after reboot, here are a few things to try: 1.  Check Credential Manager.  Search for "Credential Manager" in Windows settings and verify that your settings look like this:   If an entry does not exist for your CacheDrive and username, then Windows is not saving the login credentials.  If an entry does appear but persistence is set to "Logon Session", then it will only be remembered until the next reboot. Credentials can also be verified at the command line using: cmdkey /list 2.  If the Persistence setting is set to "Logon Session" and your computer is part of a domain, then try logging in with the following username format: $domain\$username 3. Domain policies can also affect the ability to save persistent passwords.  Contact your network administrator for more information. <p>If Windows loses your saved share password after reboot, here are a few things to try:</p><p><br></p><p>1.  Check Credential Manager.  Search for "Credential Manager" in Windows settings and verify that your settings look like this:</p><p><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14061029892/original/Fe5-wQTrevCAFmB1ku68EUwk3Yl7u1TxLQ.png?1580492313" style="width: auto;" class="fr-fil fr-dib" data-attachment="[object Object]" data-id="14061029892"> </p><p>If an entry does not exist for your CacheDrive and username, then Windows is not saving the login credentials.  If an entry does appear but persistence is set to "Logon Session", then it will only be remembered until the next reboot.</p><p><br></p><p>Credentials can also be verified at the command line using:</p><pre>cmdkey /list</pre><p><br></p><p>2.  If the Persistence setting is set to "Logon Session" and your computer is part of a domain, then try logging in with the following username format:</p><pre>$domain\$username</pre><p><br></p><p>3. Domain policies can also affect the ability to save persistent passwords.  Contact your network administrator for more information.</p> 14000113194 32 14000108699 2020-01-31T09:49:32-08:00 14036891460 6 2 0 0 Windows loses my password after reboot 2020-02-07T12:59:32-08:00 14036891460 1 2017-07-13T09:54:56-07:00 0 0 Symptom: Receive an error that the file cannot be found when using an application to open a file from the shared folder. Cause: Timeout settings are determined by the specific application. If the file is large, it can sometimes reach the timeout before the CacheDrive can complete the download. When a file is not cached on the CacheDrive, then the CacheDrive will fetch the file from the cloud. If the file is very large, the application will time out the attempt to open the file before the CacheDrive can finish downloading the file to the local network. Resolution: No further action is required. Just wait longer time until the download is completed. The CacheDrive is downloading the file from the cloud to make it available on your local network and the system needs time to finish downloading the file which is dependent on your network's available bandwidth. Allowing enough time for the file to download will allow the application to open the file. If the issue is not resolved over extended period of time, contact Morro support for assistance by submitting a support ticket. <p style=""><strong>Symptom:</strong></p><p>Receive an error that the file cannot be found when using an application to open a file from the shared folder.</p><p><br></p><p><strong>Cause:</strong></p><p>Timeout settings are determined by the specific application. If the file is large, it can sometimes reach the timeout before the CacheDrive can complete the download.</p><p><br></p><p>When a file is not cached on the CacheDrive, then the CacheDrive will fetch the file from the cloud. If the file is very large, the application will time out the attempt to open the file before the CacheDrive can finish downloading the file to the local network.</p><p><br></p><p><strong>Resolution:</strong></p><p>No further action is required. Just <strong>wait longer time until the download is completed.</strong></p><p><br></p><p>The CacheDrive is downloading the file from the cloud to make it available on your local network and the system needs time to finish downloading the file which is dependent on your network's available bandwidth. Allowing enough time for the file to download will allow the application to open the file.</p><p><br></p><p>If the issue is not resolved over extended period of time, contact Morro support for assistance by <a href="https://support.morrodata.com/support/tickets/new" target="_blank">submitting a support ticket</a>.</p><p><br></p> 14000113194 39 14000067325 2017-08-24T10:07:48-07:00 14004033652 7 2 0 0 An error occurs when opening a file in the share folder from an application 2020-02-07T12:59:11-08:00 14004033652 1 2017-07-26T15:58:54-07:00 0 0 Symptom: File cannot be deleted or purged when the file is locked. Cause: The problem is caused when the file is being access by the system so a lock has been placed on it. During the access time, some issue has occurred and the system is unable to release the lock. The lock icon will also persist if a large file is being uploaded or synced to the team portal. Resolution: The lock will persist in the system for 24 hours to allow any processing to occur. No further action is required. Just wait longer time until the upload is completed or wait 24 hours to perform other actions on the file. If the issue is not resolved over an extended period of time, contact Morro support for assistance by submitting a support ticket. <p><strong>Symptom:</strong></p><p>File cannot be deleted or purged when the file is locked.</p><p><br></p><p><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14018605412/original/gAIrc-sCj4AwvuxWvX74KEIVPiaEBGU7mg.png?1501055593" data-filelink="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14018605412/original/gAIrc-sCj4AwvuxWvX74KEIVPiaEBGU7mg.png?1501055593" data-fileid="14018605412" data-uniquekey="1501055512814" class="fr-dii fr-draggable"></p><p><br></p><p><strong>Cause:</strong></p><p>The problem is caused when the file is being access by the system so a lock has been placed on it. During the access time, some issue has occurred and the system is unable to release the lock. The lock icon will also persist if a large file is being uploaded or synced to the team portal.</p><p><br></p><p><strong>Resolution:</strong></p><p>The lock will persist in the system for 24 hours to allow any processing to occur.</p><p><br></p><p>No further action is required. <strong>Just </strong><strong>wait longer time until the upload is completed or wait 24 hours to perform other actions on the file.</strong></p><p><br></p><p>If the issue is not resolved over an extended period of time, contact Morro support for assistance by <a href="https://support.morrodata.com/support/tickets/new" target="_blank">submitting a support ticket</a>.</p> 14000113194 114 14000068064 2017-08-01T15:19:06-07:00 14004033652 8 2 0 0 How come my file has a lock on it? 2020-02-07T12:59:11-08:00 14004033652 1 2020-02-10T11:43:42-08:00 0 0 In Windows 10, some apps require the username to be entered in the following format: azuread\$username@$domain where: $username is the name of the user (e.g. john.smith) $domain is the name of the company's domain (e.g. microsoft.com) <p>In Windows 10, some apps require the username to be entered in the following format:</p><pre>azuread\$username@$domain</pre><p>where:</p><p><br></p><p>$username is the name of the user (e.g. john.smith)</p><p><br></p><p>$domain is the name of the company's domain (e.g. <a href="//microsoft.com">microsoft.com</a>)</p> 14000113194 12 14000108923 2020-02-10T11:43:42-08:00 14003076026 9 2 0 0 Can't connect to CacheDrive using Azure AD authentication 2020-02-10T11:43:42-08:00 14003076026 1 2020-02-12T10:37:01-08:00 0 0 Here are some possible reasons for why a folder cannot be deleted from the Team Portal: Folder is not empty Make sure that the contents of the folder have been deleted.  You can also use Purge to delete non-empty folders, but this is permanent and previous versions will not be kept. Top-level folders in the Team Portal are shares While they appear like folders, the top level folders shown in the Team Portal are shares.  To delete them: Go to File System in the Morro Cloud Manager. Click on the name of the share. Click on Delete, then click the Delete button in the popup. Note: To delete a share, one of the gateways (not including Team Portal) must have access to the share.  Verify this by doing the following: Go to File System in the Morro Cloud Manager. Click on the name of the share. Then go to Permissions, then Gateway. There you can see which gateways have access to the share.  One of them (not including Team Portal) must be set to R/W or RO. <p>Here are some possible reasons for why a folder cannot be deleted from the Team Portal:</p><p><br></p><h2>Folder is not empty</h2><p>Make sure that the contents of the folder have been deleted.  You can also use Purge to delete non-empty folders, but this is permanent and previous versions will not be kept.</p><p><br></p><h2>Top-level folders in the Team Portal are shares</h2><p>While they appear like folders, the top level folders shown in the Team Portal are shares.  To delete them:</p><ol><li>Go to File System in the Morro Cloud Manager.</li><li>Click on the name of the share.</li><li>Click on Delete, then click the Delete button in the popup.</li></ol><p>Note: To delete a share, one of the gateways (not including Team Portal) must have access to the share.  Verify this by doing the following:</p><ol><li>Go to File System in the Morro Cloud Manager.</li><li>Click on the name of the share.</li><li>Then go to Permissions, then Gateway.</li><li>There you can see which gateways have access to the share.  One of them (not including Team Portal) must be set to R/W or RO.</li></ol> 14000113194 8 14000108990 2020-02-12T10:37:01-08:00 14036891460 10 2 0 0 I can't delete a folder or share from the Team Portal 2020-02-12T10:37:01-08:00 14036891460 1 2020-02-20T09:08:04-08:00 0 0 Starting with firmware version 5.1.0, CacheDrives by default will require NTLMv2 authentication for shares.  This security improvement may affect older Windows clients which support only NTLMv1. To verify that this is the cause of the issue, check the value of the registry subkey: HKLM\SYSTEM\CurrentControlSet\Control\Lsa > LmCompatibilityLevel If it is not set to 3, set it to the default value of 3. For more information, please see the following page: https://technet.microsoft.com/library/cc960646.aspx If NTLMv1 support is required: Go to Morro Cloud Manager. Click on Devices. Select a gateway by clicking on the device name. Go to the Advanced Tab. In the NTLM Authentication dropdown, select the appropriate value. <p>Starting with firmware version 5.1.0, CacheDrives by default will require NTLMv2 authentication for shares.  This security improvement may affect older Windows clients which support only NTLMv1.</p><p><br></p><p>To verify that this is the cause of the issue, check the value of the registry subkey:</p><p>HKLM\SYSTEM\CurrentControlSet\Control\Lsa &gt; LmCompatibilityLevel</p><p><br></p><p>If it is not set to 3, set it to the default value of 3.</p><p><br></p><p>For more information, please see the following page:</p><p><a href="https://technet.microsoft.com/library/cc960646.aspx">https://technet.microsoft.com/library/cc960646.aspx</a></p><p><br></p><p>If NTLMv1 support is required:</p><ol><li>Go to Morro Cloud Manager.</li><li>Click on Devices.</li><li>Select a gateway by clicking on the device name.</li><li>Go to the Advanced Tab.</li><li>In the NTLM Authentication dropdown, select the appropriate value.</li></ol><p><br></p><p><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14062062108/original/qNLQsZjOP7yBEI6cGSeEkRQ9gS0QSbV3Zg.png?1582218431" style="width: auto;" class="fr-fil fr-dib" data-attachment="[object Object]" data-id="14062062108"></p> 14000113194 9 14000109186 2020-02-20T09:08:04-08:00 14036891460 11 2 0 0 System Error 53 or 87 2020-02-20T09:08:04-08:00 14036891460 1 2020-03-10T10:36:50-07:00 0 0 Recent versions of Windows 10 and Windows Server have disabled guest access to shares by default.  When attempting to access a share on the CacheDrive as guest, you may see the following error message: You can't access this shared folder because your organization's security policies block unauthenticated guest access. These policies help protect your PC from unsafe or malicious devices on the network. To enable guest access, please see the following articles: https://support.morrodata.com/a/solutions/articles/14000088834?lang=en https://support.microsoft.com/en-us/help/4046019/guest-access-in-smb2-disabled-by-default-in-windows-10-and-windows-ser <p>Recent versions of Windows 10 and Windows Server have disabled guest access to shares by default.  When attempting to access a share on the CacheDrive as guest, you may see the following error message:</p><p><br></p><pre>You can't access this shared folder because your organization's security policies block unauthenticated guest access. These policies help protect your PC from unsafe or malicious devices on the network.</pre><p>To enable guest access, please see the following articles:</p><p><br></p><p><a href="https://support.morrodata.com/a/solutions/articles/14000088834?lang=en">https://support.morrodata.com/a/solutions/articles/14000088834?lang=en</a> </p><p><br></p><p><a href="https://support.microsoft.com/en-us/help/4046019/guest-access-in-smb2-disabled-by-default-in-windows-10-and-windows-ser">https://support.microsoft.com/en-us/help/4046019/guest-access-in-smb2-disabled-by-default-in-windows-10-and-windows-ser</a></p> 14000113194 8 14000110517 2020-03-10T10:36:50-07:00 14036891460 12 2 0 0 I can't connect as a guest user. 2020-03-10T10:36:50-07:00 14036891460 1 2020-09-14T12:34:52-07:00 0 0 If you are able to see all of the files in a share when connected to the LAN and not when accessing the share remotely over a slower connection (VPN for example), make sure that offline files is not enabled.  If offline files is enabled, you may be seeing a cached local copy of the share that has not been synced fully. If offline files is enabled and the folder is online, you'll see this in the folder properties: If the folder is offline, it may be because of a less than optimal network connection.  Disable offline files to force Windows to use the actual share instead of using a cached copy. Go to Control Panel and view by icons. Click Sync Center. Click Manage offline files. Disable offline files. <p>If you are able to see all of the files in a share when connected to the LAN and not when accessing the share remotely over a slower connection (VPN for example), make sure that offline files is not enabled.  If offline files is enabled, you may be seeing a cached local copy of the share that has not been synced fully.</p><p><br></p><p>If offline files is enabled and the folder is online, you'll see this in the folder properties:</p><p><br></p><p><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14071338368/original/f20Ucg119zB844CKztPECpuneGgXdPA_CA.png?1600110408" style="width: auto;" class="fr-fic fr-fil fr-dib fr-bordered" data-attachment="[object Object]" data-id="14071338368"></p><p><br></p><p>If the folder is offline, it may be because of a less than optimal network connection.  Disable offline files to force Windows to use the actual share instead of using a cached copy.</p><p><br></p><ol><li>Go to Control Panel and view by icons.</li><li>Click Sync Center.<br><br><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14071337853/original/hAaq_6I97HHoI1KIYjYcupPHDz9tGHnNoA.png?1600109403" style="width: auto;" class="fr-fic fr-fil fr-dib fr-bordered" data-attachment="[object Object]" data-id="14071337853"><br></li><li>Click Manage offline files.<br><br><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14071337883/original/872254K17tg7C74pB97rhjWMLagMVVTKvA.png?1600109492" style="width: auto;" class="fr-fic fr-fil fr-dib fr-bordered" data-attachment="[object Object]" data-id="14071337883"><br></li><li>Disable offline files.<br><br><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14071337917/original/JmbdMMHJf3nTzqMVKAaodE_VHrgKCifojw.png?1600109545" style="width: auto;" class="fr-fic fr-fil fr-dib fr-bordered" data-attachment="[object Object]" data-id="14071337917"></li></ol> 14000113194 0 14000121493 2020-09-14T12:34:52-07:00 14036891460 13 2 0 0 Why can't I see all of the files in the share when using VPN? 2020-09-14T12:34:52-07:00 14036891460 1 2020-10-12T12:16:14-07:00 0 0 SharePoint Sync shares are temporarily changed to read-only on the Master Gateway during the initial sync. During the sync, you will see the syncing icon next to the Team Site in the SharePoint Sync app: The share will be set to Read-Only in the gateway permissions tabs.  The setting will be greyed out and cannot be changed until the sync is finished: <p>SharePoint Sync shares are temporarily changed to read-only on the Master Gateway during the initial sync.</p><p><br></p><p><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14072640125/original/cPY040gKAlwWgT0uPTT__oNTtBJCHUXwLw.png?1602528791" style="width: auto;" class="fr-fic fr-fil fr-dib fr-bordered" data-attachment="[object Object]" data-id="14072640125"></p><p><br></p><p>During the sync, you will see the syncing icon next to the Team Site in the SharePoint Sync app:</p><p><br></p><p><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14072640727/original/hAWEXIQZdhRlREkpDMOCWCIGyMXsaCaKaQ.png?1602529945" style="width: auto;" class="fr-fic fr-fil fr-dib fr-bordered" data-attachment="[object Object]" data-id="14072640727"></p><p><br></p><p>The share will be set to Read-Only in the gateway permissions tabs.  The setting will be greyed out and cannot be changed until the sync is finished:</p><p><br></p><p><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14072640797/original/xuMHDRfFKRyCPLrDk6iLTI8XxY6_5daxdA.png?1602530124" style="width: auto;" class="fr-fic fr-fil fr-dib fr-bordered" data-attachment="[object Object]" data-id="14072640797"></p> 14000113194 1 14000122605 2020-10-12T12:16:14-07:00 14036891460 14 2 0 0 Why can't I write to my share with SharePoint Sync enabled? 2020-10-12T12:16:14-07:00 14036891460