Technical Support | Suprema

You can configure the BioStar 2 Cloud to connect to the BioStar 2 web client with URL from anywhere, even outside your local network. 

Please check if your basic configuration is done correctly and then move on to troubleshoot the issue. 

Basic Configuration

1. Learn how to configure the cloud in the following knowledgebase link.

2. After applying the cloud in BioStar 2, an email will be sent to the administrator as follows:

3. Click on the link to finish the verification process. 

4. Check that you can access your web client via URL. 

5. If the URL doesn't work, stop and restart BioStar service through BioStar Setting. 

If that doesn't resolve the issue, proceed below. 

Troubleshooting

Before checking the below items, please check the internet speed via the relevant site.
- How can I check internet speed: Speedtest site
We recommend that both speeds that download and upload are between from 8Mbps to 10Mbps.

1. Unblock the following URL and ports in your local server PC, your main firewall, and in other security settings or software (group policy, antivirus etc.): 

* The below URL must be added as a trusted site

URL: https://cloud.biostar2.com, https://api.biostar2.com

Port: 52000, 4443

To add a trusted site

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Google Chrome:

1. Click the 3 horizontal lines icon on the far right of the Address bar.
2. Click on Settings, scroll to the bottom and click the Show Advanced Settings link.
3. Click on Change proxy settings.
4. Click the Security tab > Trusted Sites icon, then click Sites.
5. Enter the URL of your Trusted Site, then click Add.

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You can check if port 4443 is open by using telnet. 

To use telnet:

a. Open control panel > programs and features. 

b. Click Turn Windows features on or off 

c. Activate the Telnet Client and click ok. 

d. Run telnet.exe in the start menu. 

e. Type o cloud.biostar2.com 4443 and press enter

f. If port 4443 is not blocked, you should see the following screen 

Note: If you get a different result because the port is blocked, check with the network admin to unblock the necessary ports and URL mentioned in step 1.

2. Check if ngrok process is running 
Note: the ngrok process provides the tunneling service 

a. run task manager (press ctrl + shift + esc key)

b. click Show process from all users

c. Check that ngrok.exe is active

3. Provide us  a screenshot of Cloud configuration page

Further Troubleshooting

If that doesn't resolve the issue, 

1. Provide us a copy of the setting.conf and system.conf files 

The files are in the path below: 

C:\Program Files\BioStar 2(x64)

2. Provide us a copy of all the log files in the following folder

C:\Program Files\BioStar 2(x64)\logs

If the biostar_xxxx-xx-xx logs file size are too large, please provide the most recent log file. 

Please provide the launcher, nginx-service logs as well. 

3. Provide a screenshot of the result of step 1-f above as below 

it should appear as this: 

If it didn't result in this screen it means your network / server pc is blocking the cloud ports mentioned in #1 so you will have to resolve that first before requesting further support.