Support
Questions about Sync400 or the SyncTunnel app for Windows? Email us and we will get back to you.
Contact
Email: [email protected]
To help us help you quickly, please include:
- your organisation name and the email address you sign in with;
- the SyncTunnel version (shown in the app) and your Windows version;
- what you were doing and the exact message you saw.
Never send passwords. We will never ask for your IBM i, PostgreSQL, proxy or Microsoft password, by email or any other way.
What you need
- A Sync400 account, signed in with a Microsoft work or school account.
- An IBM i with the host servers started, and a user profile that can read the files you want to copy.
- A PostgreSQL database to copy the data into.
- A Windows PC for SyncTunnel that can reach both the IBM i and the PostgreSQL database.
Common connection problems
“IBM i not reachable. Is your VPN connected?”
The PC cannot reach the IBM i. Check that your VPN is connected and that the host name or IP address is right. SyncTunnel uses the IBM i host server ports 449 and 8470–8476, or 9471 and 9476 with TLS. These must be open between the PC and the IBM i.
Cannot reach Sync400
SyncTunnel needs outbound HTTPS on port 443. If your company uses a proxy, SyncTunnel uses the Windows proxy setting, or you can enter a proxy in its settings.
Sign-on refused
If the IBM i refuses a sign-on, SyncTunnel stops and asks you to enter the password again. It does not retry on its own, so it will not lock your profile. Check the password and whether the profile is enabled before you try again.
After a VPN drop, sleep or network change
SyncTunnel reconnects by itself and resumes the full load from its last commit, and change capture from its last journal position.
Removing SyncTunnel
Uninstall from Windows Settings > Apps. Windows does not remove saved passwords automatically, so also delete the “SyncTunnel” entries in Control Panel > Credential Manager > Windows Credentials. See the privacy policy for details of what SyncTunnel stores.