Can't Connect to WebEdit (App Installed)

Introduction to Issue

WebUI will ask the customer to download and install WebEdit on the first attempt to edit files via WebUI. However, sometimes the user may encounter an issue when WebUI constantly prompts this pop-up even though WebEdit is installed and running. 

WebEdit works by starting an HTTPS server on 127.0.0.1:9404, our registered domain. webedit.egnyte.com → should resolve to 127.0.0.1

 
Basic Diagnostics

Confirm WebEdit is running

• Check process monitor to see if WebEdit is running. On windows, WebEdit has a systray icon - please hover over it, and the icon should not disappear.
• Check WebEdit from another browser.
• Type in https://webedit.egnyte.com:9404/webedit/version - there should be a JSON document displayed with version info.
•  If the process is running, please check if port 9404 is open (if it is not, restart the app and make sure no other process is using this port)

macOS:

Windows

 

DNS Resolution Error

• If you are using your own DNS server, WebEdit may not properly work if https://webedit.egnyte.com:9404/webedit/version doesn't have a proper DNS configuration. 
• To check DNS lookup, please type in cmd.exe (Windows) or use Terminal (macOS):

If the name is not properly resolving to 127.0.0.1, you can either:

1. Set a public DNS server for this machine, like 1.1.1.1 (Cloudflare) or 8.8.8.8 (Google)
2. Add webedit.egnyte.com → 127.0.0.1 mapping in the host's file: https://support.rackspace.com/how-to/modify-your-hosts-file/

Proxy / DLP Solutions

• WebUI - WebEdit communication cannot be proxied; confirm webedit.egnyte.com is excluded from any proxy traffic.
• This is not related to WebEdit using a proxy from https://helpdesk.egnyte.com/hc/en-us/articles/201637704-WebEdit. WebEdit supports proxy/ DLP solutions between WebEdit - Cloud.

Antivirus/Firewall

If https://webedit.egnyte.com:9404/webedit/version is still not reachable although the port is open, DNS resolves properly, and there is no proxy - there may be a firewall or antivirus blocking the traffic. Please add webedit.egnyte.com:9404 (or 127.0.0.1:9404) to the allowed rules.

ESET

A common issue is caused by ESET web protection; these are the steps to allow WebEdit.

1. Open ESET panel and go to Setup → Advanced setup (lower right corner)

     2. Select WEB AND EMAIL group, and Excluded IP addresses → Edit

       3. Add → type in 127.0.0.1. OK/Apply all windows back to the main pane.