Signiant Support

General Media Shuttle Troubleshooting Tips Print


General Media Shuttle Trouble Shooting For Client Side Issues
 
End User Port Requirements
Web page: TCP 443 outbound
UDP transfers (three star): UDP 49221-49421 outbound and inbound
TCP transfers(two star): TCP 49221 outbound
HTTP transfers(one star): TCP 80 outbound

 
Plug-in issues
 
Plug-in issues often occur on a first time visit. Users must allow the plug-in to run and ensure that pop-ups are allowed.
The following client-side work around options can be used:
 
  1. Accept all prompts and allow all permission requests. Ensure that you did not miss one of the popups that may have appeared behind the browser or on a second monitor.
  2. Add the website to the trusted sites list on the Browser and in Java.
    1. Open the Java Control Panel and on the Security tab click Edit Site List.  Add the site to this panel. Note that you still need to accept the appropriate security prompts the first time.
    2. Lowering the security Level may be required if it is set to Very High.
    3. On the Advanced tab you may have to disable the Java Plug-in heading to disable the use of the next-generation Java Plug-in. In some cases this is all that is needed.
    4. In Internet Explorer, the Trusted Sites are located in Internet Options on the Security tab.
    5. You may need to remove the Enable Protected Mode check.
  3. In Firefox and Chrome you may need to activate the Java plug-in. See the Plugin section for each browser to configure this to Always Accept or Always Run.
  4. Try re-installing the plug-in. In Windows you can find the plug-ins in the Add/Remove program list. Doing this gives you an opportunity to re-address the various security pop-ups.
  5. Try all types of browsers.
If all this fails, gather logs.
 

 
HOW DO I GATHER DEBUG CONNECTION LOGS FOR MEDIA SHUTTLE?
 
For Share portals and uploads
add ?debug=1 to the end of the URL 
http://stage.mediashuttle.com/?debug=1

For Downloads
Add &debug=1 to the end of the URL 
https://stage.mediashuttle.com/download.jsp?id=27adbf52-6b70-4da0-a29c-0bc744668800&debug=1

Process the activity until it either retries or fails. If it does not stop, click Cancel and collect the logs.
The logs are located on the user’s desktop in a Media Shuttle zip file.
File naming is similar to mediashuttle_logs_2014-09-23_1251.zip.
 
If you are debugging a transfer, you may need to locate the Media Shuttle Transfer logs.
 
To do this on a local user's machine:
The upload/download portion of a MediaShuttle transfer creates a log located in the JVM's java.io.tmpdir, using the file pattern sigitc-yyyy-mm-dd-hh-mm-ss-ccc.log.
  • Windows: C:\Documents and Settings\<account>\Local Settings\Temp
  • Solaris: /var/tmp
  • Linux: /tmp
  • Mac OS X: /tmp