Error Message

Unable to mount: \\\\

When attempting to open the folder via Windows command

 

This issue could be caused by SMB2 being disabled.
This issue could be caused by a source account permission access over the network share and/or sub-folder. In addition, it could be caused by a Windows issue related to the net use command or Anti-Virus software.

 

► Open Powershell and verify that SMB2 is enabled.
 Get-SmbServerConfiguration | Select EnableSMB2Protocol


If the return is False, run the following command in Powershell
Set-SmbServerConfiguration –EnableSMB2Protocol $true


►When a network share is added as a source folder, Clearwell uses the account configured under System > Windows authentication for Clearwell appliance to access the file server:



In addition, Clearwell runs a Windows command to mount the network share in the appliance to access the data, called net use.

From the Windows file server, follow these steps:

1. Open Windows Server Manager.
   • For Windows Server 2008, expand Roles > File Services and click on Share and Storage Management.
   • For Windows Server 2012 and later, click on File and Storage Services in the left panel
2. Select the Share Name, right click over the share name and select Properties.
3. Select Permissions and verify that the source account has full access.
4. Open Windows Explorer and browse to the local folder location.
5. Go to the folder's properties and click on the Security tab.
6. Confirm that the source account has Full Access permission to the folder.

If the source account has full permissions over the share and folder, continue with the next steps:

1. Log in into the eDiscovery Platform server.
2. Open a command prompt and run the following command:
   runas /user:domain\cwservice cmd.exe
   Note: Replace domain\cwservice by the source account.
3. In the new command prompt window, type the following command:
   net use \\\\
   Note: Replace \\\\ by the network share displayed in the error message.
4. If the net use command generates an error message, contact you Windows Administrator. Otherwise, open a technical support case for further assistance. 

eDiscovery Platform users are unable to add a network share as a source folder under Processing > Sources & Pre-Processing > Add Case Folder Source.

The following error message in the UI:
Unable to mount: \\<server-name>\<share>\<folder>