Seagate Central - Tappin and remote access setup and troubleshooting steps


How to Create a remote access account:

How to access your content from a remote location of different network:

Setup Assistance:

How to fix the "Unknown Error" when setting up Remote Access:

Can I use the same email address to remotely access multiple users:

Confirmation email not sent or not received:

Unable to access the Remote Access website:

Wrong credentials when tying to log into Tappin:

Ports required for remote access to function properly:

Cannot enable the Remote Access Service:

How to remove a Tappin account that is no longer in use
:


How to create a Remote Access account:

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You may create a Remote Access account when setting up your Seagate Central or when creating a new user via the Seagate Central Admin page.

Creating a Remote Access account during setup

  • If you have not done so already, set up your Seagate Central by opening the Seagate Central’s Public folder and clicking on the “Manage the Seagate Central” link.  
  • At the Personalize page, enter the email address that you would like to use as your Remote Access email.

Note: That you are not creating a unique Seagate account. You should use your regular email account.

  • You will receive a confirmation email with a link to activate your Remote Access account.

Note: Some enterprise level specific email domains will block the confirmation email. If you appear to experience this, you may need to alter the security levels of your email account, or you may need to use an email from a public domain (such as Hotmail, Gmail, Yahoo, etc.).

Creating a Remote Access account for a new user

  1. Launch the Seagate Central Admin page by opening the Seagate Central’s Public folder and clicking on the “Manage the Seagate Central” link.  

  2. Log in to the Seagate Central.

  3. Select the Users tab.

  4. Click on Add user and enter a new email address in the Remote access field.

  5. The User will receive a confirmation email with a link to activate your Remote Access account.

Your purchase of the Seagate Central comes with 5 free Tappin accounts. If you need additional remote access accounts, you can purchase more seats from Tappin at www.tappin.com.


How to access your content from a remote location or different network:


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Please Follow these steps to access your content remotely from another location:

Content saved in the Public folder of your Seagate Central can be viewed on the Seagate Media app, inside or outside of your home. If your content was saved in a private folder (named after your username), you may view it from a web browser at:
https://access.seagate.com

View Public folder content through the Seagate Media app

  1. If you have not done so already, set up your Seagate Central by opening the Seagate Central’s Public folder and clicking on the Manage the Seagate Central link.

  2. Ensure your movies, music, and pictures are saved in the Public folder of your Seagate Central.

  3. On your mobile device, download the Seagate Media app from the App store.

  4. The Seagate Media app is currently available for:

  5. Launch the Seagate Media app and select Settings > Remote access.


 

  1. Type in the email address and password you chose for Remote Access when you set up your Seagate Central.

  2. If you have created multiple Remote Access accounts, type in the desired user’s email and password.

  3. Once you tap on Sign In, you will be able to view the content from your Seagate Central. To learn more about using the Seagate Media app with your Seagate Central, please refer to the Seagate Central User Guide.

 

View my content through Access.Seagate.com

  1. If you have not done so already, set up your Seagate Central by opening the Seagate Central’s Public folder and clicking on the “Manage the Seagate Central” link.  

  2. Ensure your movies, music, and pictures are saved to your Seagate Central.

  3. In a web browser, go to: https://access.seagate.com.

  4. Enter the email address and password you chose for Remote Access when you set up your Seagate Central. If you have created multiple Remote Access accounts, type in your Remote Access email and password.

  5. If you have forgotten your password, select the Forgot your password option below the sign in fields.

  1. Once you have signed in, your content will show in a folder view as illustrated below.

 


  1.  

  2. Select the private folder (named after your username), or the Public folder, to view the contents of that folder. Your media can be downloaded to your computer and played at your convenience.

 

  1. For more information on Remote Access through http://access.seagate.com, please see the Seagate Central User Guide.


Setup Assistance:

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The Seagate Central allows you to access it from anywhere in the world through the use of the Tappin remote access service. This service is turned on automatically for you during the account creation.

During the account creation, you will be asked to submit an email address. Once you are done configuring the Seagate Central, you will be notified that a confirmation email has been sent to your email.

Go to your email and open the email sent by Seagate Remote Access. In there, click on the link that says "Click the link below to get started."

You will be redirected to your Tappin account. This web interface is how you will be able to access the drive remotely from a computer.

Please note that if you need to create a new user and need for this user to have remote access enabled as well, the procedure would be the same. Access the Central's web UI (User Interface) by clicking on the "Manage the Seagate Central" link that you can find in the public folder. Once you have logged in with your credentials, click on the "Users" tab. Click on the "Create a new user" button on the right-hand side. This user creation will also prompt for an email address to be entered.  

Once the information is completed and submitted, the Seagate Central will send a confirmation email to that email account as well. To access your Central from another computer, go to https://seagate.tappin.com and type in your credentials

How to fix the "Unknown Error" when setting up Remote Access:

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If there is an issue with setting up the Remote Access account on the Seagate Central and the error reported is an "Unknown Error", one of these two fixes should resolve the issue.

  1. Make sure the firmware of the Seagate Central is up to date.  To make sure the firmware is up to date, please check at the section at the end of this article.
  2. Make sure you are not trying to create a password containing special characters (such as $,@, and # for example). The password can only contain letters and numbers and is case sensitive.

How to verify and update firmware on the Seagate Central

To verify if the firmware on your Seagate Central is up to date:

  1. Open the Public folder on your drive, and click on the “Manage the Seagate Central” link inside.
  2. Log in with your credentials and click on the “Settings” tab.
  3. Click on the “Advanced” option on the left-hand side of the screen, and select “Firmware Update”.  
  4. Click on “Check for update” on the right-hand side of the screen. 
  5. Choose to update the Seagate Central if there is an update available.  
  6. The drive will then apply the firmware and reboot itself, so make sure no one is accessing the drive during that time.  The procedure should not take much more than 5 minutes.
Can I use the same email address to remotely access multiple users:

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You can only have one email address per Tappin account. This means that if the first user has a Tappin account and wants to access user two's Tappin account or Private share, he will need to get the credentials from user two to gain access to the account. If user one and two want to share data with each other remotely, they need to put that data in the Public share. The Publicshare is accessible from every remote access account. 

However, you are able to use the same Tappin account to access more than one device. To do so, you will need to make sure that both drives are setup with the same remote access email address and  password. After everything is configured, you can log into Tappin at https://seagate.tappin.com. Once logged in, you will be able to see both drives and the data that is stored on the user account that you logged in as under My Files.

Confirmation email not sent or not received:

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In some rare occasion, the Seagate Central will not send a confirmation email to your email account, making it impossible to confirm the remote access account. Here are a few things to keep in mind:
  • Make sure the firmware on the Seagate Central is up to date. To verify firmware, please check the instructions at the end of this article.
  • Make sure the Remote Access service is enabled. To verify this service, access the web UI (User Interface) of the Seagate Central by clicking the "Manage the Seagate Central" link that you can find in your Public folder. Once logged in, click on the Services tab. Click on the "Remote Access" button on the left hand side and make sure it's enabled on the right hand side of the screen. Enable it if it's not, then save the changes.
  • While the email is usually sent immediately, depending on network speeds and server loads, the email might take a few minutes to reach you. Please make sure you wait a good 15 minutes just in case.
  • The email might be received in your junk/spam folder. Please make sure you check in those folders as well.
  • Some email domains have stricter security policies. This is often the case with company specific domains. If you are using such an email, you may want to verify your email account's security settings. If you have a dedicated IT department, we recommend you verify with them first.
  • If you are using a company email and are still not receiving the email confirmation even after checking the above, try setting up the Central using an email from a public domain (such as Gmail, Yahoo, Hotmail, MSN, or other similar domains).
How to verify Firmware on the Seagate Central

Launch the Seagate Central Assistant by opening the Seagate Central’s Public folder and clicking on the “Manage the Seagate Central” link. Log in with your credentials. Click on the “Settings” tab, then click on the “Advanced” option on the left. Select the Firmware Update option in the list.

Select “Check for update” and then click on “Update now” if necessary. Your Seagate Central will apply the new version of the firmware and will reboot after it’s applied, so make sure no one is accessing the Seagate Central during that process. The process should not take much more than 5 minutes.

Unable to Access the Remote Access Website:

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You should typically be able to access your drive remotely by going to http://access.seagate.com.  If you are unable to access the website, please check the following :
  • Make sure the computer trying to access the drive remotely has a good internet connection.  If the connection is wireless, make sure the signal is strong.
  • Try accessing the website from a different browser.  If a different browser works, you may need to clear the cache  on the initial browser.
  • Try accessing the website from a different computer.  If you are able to access the website from a different computer, you may need to check and modify the network settings of the original computer.
  • Try accessing the drive from the https://seagate.tappin.com website instead.  If this works, the other website may be temporarily unavailable.
  • If you own a mobile device and have installed the Seagate Media app, check to see if you can access the drive through the Seagate Media app.   If the app works, then the website might be temporarily unavailable.
 

Wrong credentials when trying to log into Tappin:

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The first thing to look at in the case that you cannot log in to the Tappin remote access service is to make sure the right credentials are being used.

One thing to keep in mind is that the user name to access the drive remotely will always be your email address. That email address should have been submitted during the account creation of the Central.

If you know you have the right email address, make sure that you also go to your email to click the confirmation link you received when you set the Seagate Central up. You should have received an email from "Seagate Remote Access". Inside this email is a confirmation link you will need to click on. Please make sure you did this as well.

If the right email address is being used and the link was clicked, then make sure the right password is also being used. If you are unsure on your password, you can click on the "Forgot your Remote Access password" button as indicated below.

User-added image

If you are experiencing an issue with the Seagate Media app, you should first make sure the app is up to date. If it is not, update the app and try logging in again.

If you are still experiencing issues with the app, try to uninstall the app from your mobile device, then do a full reboot of your device. Once it is fully rebooted, try installing the app again.

There is currently an issue with the iOS version of the app where it will not let you log into your remote access account if your email address starts with a number. We are currently aware of this  If this is the issue you are having, you may need to use a different email account that doesn't start with a number, or would need to access the drive from the web browser of your mobile device for the time being. The issue does not occur through a web browser.


Ports required for Remote Access to function properly:

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If you have gone through the Seagate Central setup without an error, have received the email from Seagate Remote Access, and were able to confirm your email address from the link in the confirmation email, then Remote Access (Tappin) should work properly.

In some fairly rare cases, Remote Access will be denied when attempting to access the drive, even though everything has been set up properly. You may get errors such as the device being offline or being inaccessible at the moment. The most likely cause of these messages would be due to ports being blocked on your router, or being in use by a different device. Port forwarding would then be needed to fix the issue.

The Seagate Central requires access to ports 80 and 443. If those ports are blocked or closed, you may experience difficulties with accessing your Seagate Central.

We recommend looking at your router's administration page to determine if port forwarding will be necessary. Seagate does not support setting up port forwarding for you. We recommend either looking at your router's documentation to find how to do port forwarding for your particular router, or you can visit the www.portforward.com website, which should walk you through the process for your router model.

Cannot enable the Remote Access Service:

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In the event that Remote Access on the Seagate Central does not work properly, one of the first steps to remedy this is to look at the Remote Access Service and make sure it is enabled. You can verify this by accessing the web UI (User Interface) of the Seagate Central by clicking on the "Manage the Seagate Central" link, found inside the drive's Public folder. Once logged in, click on the services tab, and then click on the Remote Access icon on the left-hand side of the screen.

If you are not able to enable that service, here are a few things you might want to verify:
  • Make sure the firmware on the Seagate Central is up to date. Outdated firmware can prevent Remote Access from working properly. Please refer to the end of this article for instructions on how to verify the firmware on your device.
  • Try to power cycle the drive. To do so, unplug the drive from power, and then from the router. Wait about one minute, then reconnect both cables. Wait until the green light on top of the Seagate Central returns to solid green, then access the web UI again.
  • Try to do a Clear All on the Seagate Central. This procedure will erase all data on the drive, as well as delete all user accounts and will bring the drive back to factory defaults (as it was right out of the box). Make sure you either have no files on the drive, or that your files are backed up to a different media device before attempting this procedure. To do the Clear All, access the web UI of the Seagate Central by clicking on the "Manage the Seagate Central" link located in the Public folder. Once logged in, click on the Settings tab. In there, click on "System" under "Setup," and then click on the Clear All button.

    User-added image
     

How to verify and update firmware on the Seagate Central

To verify what version of firmware you currently have on your Seagate Central, open the Public folder on your drive, and click on the “Manage the Seagate Central” link inside. Log in with your credentials, and then click on the “Settings” tab. In there, click on “Advanced” on the left-hand side, and then choose “Firmware Update.” Click on the “Check for update” button, and apply any updates that are found. The Seagate Central will then apply the firmware update and reboot itself, so make sure no one is accessing the drive during this procedure. This process should not take much more than 5 minutes.

How to remove a Tappin account that is no longer in use:

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You are limited to 5 free remote access accounts. In the event that one of those accounts was setup for a user that is now inactive, you can remove that user's account to make room for another one.

First, access the remote access website at http://access.seagate.com and log in as the user that needs to be removed. Once you are logged in, click on your email address in the top right corner of the screen (it will be located where the red outline is on the picture below) and click on the Account Summary option.

User-added image
 

Once the page loads, click on the Red "Cancel Account" button.

After the account has been cancelled from Tappin, the seat should be free and should be accessible for another user.

If you also need to remove the user from the Central, access the Seagate Central's web UI (User Interface) by clicking on the Manage the Seagate Central link inside the Public folder. Once logged in, click on the Users tab. Click on the User you need to delete and then click on the Delete button on the right-hand side of the screen. A pop up will appear asking if you are sure you want to delete the user. Click Okay. The user will now be deleted along with the data in the user's private share.

Please note that simply removing the user from the Seagate Central's web UI will not cancel the remote access account. The steps mentioned above will need to be followed.





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