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4-Troubleshooting

My files are not being sent

You can use the file monitoring interface to check its state.

If the file isn't there :

  1. check if the inputed credentials for the directory are correct
  2. check the file filters (if you modified them)
  3. check that the file is at most 30 days old (we don't send older files)
  4. check that the file size is less than 2GB (we don't send huge files)

If the file is there :

  1. check the status of your server (in the monitoring view)
  2. check that the directory from which the file comes from is targeting at least one server

Fully restarting the BraincubeTransfer service

In some rare case the service can be stuck in a weird state, in this case you should :

  1. stop the BraincubeTransfer user interface (if opened)
  2. stop the BraincubeTransfer service
  3. start either the service or the user interface (make sure that both were stopped)

Modifying the application settings by hand

Be carefull, do not modify those files unless you absolutely need to. Some settings does not appear in the User-Interface because they are considered as correct as they are by default. You may need to change some of them (rarely), in this case you should follow the two first steps bellow to properly stop Braincube-Transfer.

  1. stop the BraincubeTransfer user interface (if opened)
  2. stop the BraincubeTransfer service

Before restarting the user interface, you can do the modification inside the save.json file, but first backup it (copy). After applying the change use the apply button in the user-interface.

  1. start the user-interface
  2. use the 'apply' button to run your modified configuration.

Some value may cause errors and/or malfunction of the service, if this does happen : restore your old configuration and apply it again (refollow all the steps)

Here is a list of field that can be usefull : * datalifespan for directories : In case there is a lot of file this may slow down the process since all the files which have been sent in the last 30 days are stored by default (to allow showing it in the file list) * UpdateDelay and ModificationScanDelay for directories : In case you are slowly writing a file or want to slow down / speed up file inspection you may change those value (UpdateDelay is the delay between two 'file scans', and ModificationScanDelay prevent file being writen during its duration to be inputed as file (to prevent sending the same file over and over while it is being modified))

Offline revocation error

As a reminder, this fix is a workaround, the best solution is to allow Windows to update its certificate revocation list. The latests version got a setting in the end of the networking/storage configuration page and a proper warning about the security risk it causes.

an image showing the security-related warning

here is an article from microsoft explaining the certificate revocation list.

A quick fix is to allow windows to access microsoft website and in particular : crl.microsoft.com .

You should also allow accessing Braincube's certificate's revocation URL that is specified inside the certificate (CRL Distribution Points)

Older way of doing it ( see Modifying application settings by hand )

  1. Edit Braincube Transfer/BT/save.json using an administrator-started editor (Notepad in admin for example)
  2. Modify "OfflineRevocationFix": false, to "OfflineRevocationFix": true

Firewall rules

We worked to get all the needed website access required for setting up and using braincubetransfer in as few access point as possible.

Here is the list :

  • Onboarding (configuration) : braincubetransfer.mybraincube.com:443
  • HTTPS : braincubetransfer.mybraincube.com:443
  • SFTP : braincubetransfer.mybraincube.com:2222

Recommended :

  • crl.microsoft.com
  • You should also allow accessing Braincube's certificate's revocation URL that is specified inside the certificate (CRL Distribution Points)

There is no free space left on the drive

This problem happens if the file upload has stopped working for long enough that the amount of free space you had on the drive got used by the files.

It causes a lot of configuration file to become corrupted because they can not be properly saved anymore. First stop the service, make some space available on the drive. And re-apply the configuration from the user-interface as the service will have an empty/corrupted configuration file.

Make sure the uploads starts again and let the upload takes place as it'll slowly free some space. In case you can't have enough free space to let it run properly you can change the 'Storage time' to 0 hours so that the files who are sent will be removed as soon as possible.

storage configuration