An "Error Code: 35" message might appear while attempting to check for device software updates. 

Additionally, a "Network error (35): An Internet Connection could not be established" message might appear during other operations (such as clicking the Online Account link).

These errors can be caused by various security software or hardware on a network, including anti-virus applications, proxies, and firewalls.

Possible solutions include:

  1. Verify the Network (Proxy) Settings on the IronKey device. In IronKey Control Panel click Settings > Network Settings. Direct Connection and Use System Settings are the most common settings, but some networks (usually in a corporate environment) require the usage of an automatic configuration script or manual settings.
  2. Whitelist " * " in your security software or hardware. Each product follows different steps to accomplish this task, so read the security product's user guide or contact their technical support for assistance with whitelisting URLs.

Troubleshooting steps:

  • If possible, take your device to a different network to eliminate any internal firewall or proxy issues. 
  • Check if the device is able to get SilverBullet commands. 
    • Log into your EMS account with an Admin device/account.
      • Find the device under "Managed Device" and send a silver bullet command such as "Unlock Device"

This error can also occur on devices running the Unified Client (6.x). It presents itself as below:

On these later clients, this error is generally caused by the following:

- Registration over a VPN or proxy

- Improper network exceptions made for SafeConsole Ready devices (traffic allowed over port 443)

- More generally, antimalware/firewall rules

Testing the registration off of a corporate network is best in these cases.

If you are unable to resolve this error please open a new support ticket and provide the following information:

  • Any serial numbers marked on the device
  • A screenshot of the "About This Device" for the device experiencing the error (See screenshot above. 
  • Are you experiencing this error on other devices? Which devices are working and which ones aren't? 
  • Were you able to test the device off the network, such as on a home network, and what was the result?