Troubleshooting File Transfers

If you are having difficulty completing transfers, verify that your system meets system requirements and follow the troubleshooting workflow to ensure that you are properly configured.

To troubleshoot file transfer or access issues:

  • Check your network connection

  • Verify that you are connecting over HTTPS

  • Make sure that all required ports are open
    See Media Shuttle System Requirements for a list of necessary ports.

  • Check if traffic on your network is being sent via proxy server
    If so, configure Media Shuttle to use another available port for HTTP transfers.

  • Verify that you are using the latest version of your browser

  • Make sure you have the necessary send and/or receive permissions
    Your portal administrator can check user permissions.

Collecting Debug Connection Logs

When troubleshooting, it may be helpful to enable and collect debug connection logs.

To enable logs for Share portals and uploads, add ?debug=1 to the end of the URL.
e.g. http://<portal_name>.mediashuttle.com/?debug=1

To enable logs for downloads, add &debug=1 to the end of the URL.
e.g. https://<portal_name>.mediashuttle.com/download.jsp?id=27adbf52-6b70-4da0-a29c-0bc744668800&debug=1

Once logs are enabled, continue transfer activity until the process retries or fails. If transfer activity does not stop, click Cancel and collect the logs.

The logs are located on your desktop in a Media Shuttle zip file.

Locating Media Shuttle Transfer Logs

The upload/download portion of a MediaShuttle transfer creates a log that may be useful in diagnosing issues.

To locate transfer logs, navigate to your Temp folder.

Linux/macOs: /tmp
Windows: C:\Documents and Settings\<account>\Local Settings\Temp

Note: The log filename follows the format sigitc-yyyy-mm-dd-hh-mm-ss-ccc.log.

Addressing Plug-in issues

Plug-in issues often occur on a first time visit. You must allow the plug-in to run and ensure that pop-ups are allowed.

To troubleshoot plug-in issues:

  • Re-install the plug-in This gives you an opportunity to re-address the various security pop-ups. Make sure you accept all prompts and allow all permission requests and ensure that you have not missed a pop-up behind the browser window or on a second monitor.
  • Add the website to the trusted sites list in the browser and in Java
  • If necessary, activate the Java plug-in in your browser See the Plugin section for each browser to configure it to Always Accept or Always Run.
  • Install the plug-in using a different browser