How do I troubleshoot a failure to mount my Storage Gateway SMB file share?

Resolution

To troubleshoot the failure to mount an SMB file share, complete the following steps:

1. Confirm that your SMB client is a supported SMB client and supported SMB version for a file gateway.

2. Open the Storage Gateway console.

3. Confirm that your file share is in an available state. If the file share isn't in an available state, then confirm that the file gateway is online. Or, check whether the file gateway can reach the Amazon Simple Storage Service (Amazon S3) endpoint. To check that the file gateway can reach the endpoint, use an Amazon Elastic Compute Cloud (Amazon EC2) instance to run a telnet command. Make sure that the EC2 instance has the same network configuration and is from within the same subnet as the gateway.

   The following is an example telnet command.

   telnet s3.amazonaws.com 443
   telnet AWSDOC-EXAMPLE-BUCKET.s3.us-west-2.amazonaws.com 443

4. Confirm that you use the correct mount command. For more information, see Mount your SMB file share on your client.

   For Microsoft Active Directory users, use the mount command in the following format.

   net use WindowsDriveLetter: \\Gateway IP Address\File share name

   For guest users, use the mount command in the following format:

   net use WindowsDriveLetter: \\Gateway IP Address\File share name /user:Gateway ID\smbguest

5. If you're a Microsoft Active Directory user, then confirm with your system administrator that you have access to the SMB file share. You can also use the Storage Gateway console to check the file share's Allowed/Denied users and groups list. If the Allowed/Denied users and groups fields are populated, then confirm that your user or group is on the Allowed list, and not on the Denied list. By default, if the Allowed/Denied users and groups fields are empty, then all Active Directory authenticated users are allowed to mount the file share.

6. If you're a guest user, then be sure that you have the guest user account password before you try to mount the file share.

7. Review your network configuration to confirm that the required ports are open. To check whether the required ports 139 and 445 are open, run the telnet command from your client to the Storage Gateway host.

   telnet 192.0.2.0 139
   telnet 192.0.2.0 445

   Note: Replace 192.0.2.0 with the IP address of your file gateway.

8. Check the AWS Identity and Access Management (IAM) role that's attached to the file share. Confirm that the IAM role has the necessary permissions to access the relevant Amazon S3 bucket. Then, review the bucket policy of the relevant bucket to check whether there are any statements that block access from the file share. For more information on permission errors, see How can I troubleshoot an S3AccessDenied error from my file gateway's CloudWatch health logs?

9. To check your local machine for any connectivity problems, ping the file gateway's IP address from the machine.

   The following is an example command.

   ping 192.0.2.0

   Note: Replace 192.0.2.0 with the IP address of your file gateway.

   If your local machine has connectivity problems, then try to mount your file share to another machine.