Signiant Support

Signiant App Client Troubleshooting Guide Print


Windows Troubleshooting

   Signiant App Install

   User Permissions

   Signiant App Transfers

   Taskbar Icon is Gray

   Failure to Initialize Messaging Service

OS X Troubleshooting

   Signiant App Install

   User Permissions

   Won't Install or Update on Parallels

   Signiant App Transfers

   Failure to Initialize Messaging Service

General

   Google Chrome is Set to Not Use the Signiant App

   Signiant App is Constantly Prompting for Install


Windows Troubleshooting

Use the following sections to help troubleshoot issues you're having with Windows and the Signiant App.

Signiant App Install

If you are an IT administrator, the following provides you with methods for troubleshooting a Signiant App installation on Windows.
Note: these need to be completed on the user's machine.

Reload/Refresh the Portal:
Ask your user to refresh/reload the portal.

Verify the Installation:
Verify that the Signiant App is installed in the installation directory.

In Windows Explorer, navigate to C:\Users\ <username>\AppData\Roaming\Signiant



If the installation folder including its contents is not displayed, this indicates that the install failed. Please run the executable again.

Verify that Windows login username has no spaces:

1. Open a DOS prompt (Start - type: cmd - Press Enter)
2. Type: echo %USERNAME% and press Enter.

If the displayed username contains spaces, then you will need to login as another user with no spaces in the username and install the Signiant App there.

Google Chrome Troubleshooting:

In Google Chrome you can delete a flag that is set in a web browser cookie, this forces prompting for the Signiant App install/detection.

  1. To modify this flag, press F12 on your keyboard to open the Developer Console.
  2. Navigate to Resources > Cookies.
  3. Select and right-click SigniantAppInstalled and select delete. When the portal is refreshed the user is prompted to install the app again.


Uninstall and Reinstall:
  1. Close all browser pages (and Apps) that use Signiant API (e.g. Media Shuttle, Media Exchange, Signiant TransferAPI app)
  2. From the System Tray, right-click the Signiant App icon and, if a menu appears, select Quit.  Note: early versions of Signiant App, before version 1.2.700, did not have a Quit menu.
  3. For early versions, manually stop the Signiant App processes.
    • Run Task Manager
    • Look for any process named SigniantClient.exe, SigniantUser.exe, SigniantApp.exe, or SigniantStartup.exe.
    • If there is one of these processes running, end the process.
  4. In the Control Panel select Programs and Features.
  5. In the list select the Signiant App from the list and click Uninstall.
  6. Proceed with a download and install of the Signiant App.
For Google Chrome users, you can optionally remove the app from the Protocol Handler:
  1. Navigate to C:\Users\ <user_name>\AppData\Local\Google\Chrome\User Data\Default\Preferences and open the Local State file with Notepad.
  2. Find and delete {"sigclient":false} and save the file. This resets the prompts related to the web and Signiant App interaction.


Disable Proxy

If you have a proxy enabled on the workstation try disabling it and run the installer again.

Verify Network Permissions

Your network may have group policy restrictions. Contact your AD or Domain admin about allowing application installation.

Verify your group policies using the following command in a CMD (run as Admin) window:
gpresult /h gpreport.html

This command creates a report in the folder where the command was run.
If the installation folder including its contents is not displayed, this indicates that the install failed. Please run the executable again.

Verify User Permissions
  1. Make sure that the user has write access to the Local\Temp directory under their APPDATA location.
  2. Make sure that the user has write access to the Roaming directory under their APPDATA location.
  3. Make sure that the user has write access to the registry key (and the parent keys): HKEY_CURRENT_USER\Software\Classes\sigclient\shell\open\command.
How to Extract the Signiant App Installer

If the Signiant App won't install with the EXE, do the following to extract the installer and capture the install logs:
  1. Download the Signiant App EXE to a folder. Using a ZIP file extractor, right-click the file and choose Extract.
  2. In the resulting folder you will see SigniantApp_Installer.exe. Extract this file. You now have the MSI file.
  3. Copy the MSI file to it's own folder on the C drive.
  4. Open the Command prompt as Administrator.
  5. Run msiexec /package SigniantApp_Installer.msi /l* install.log.
  6. If this fails contact Signiant support.
Verify User Shell Folders

Ensure that the User Shell Folders in the registry are set to use %USERPROFILE% instead of a network location. The application user may not have access to the network location.
  1. Using Regedit, browse to the following location: HKEY_CURRENT_USER/Software/Microsoft/Windows/CurrentVersion/Explorer/User Shell Folders .
  2. Change \\Network\Location\folder\Desktop to %USERPROFILE%\Desktop.
Other Data locations set to a network may cause application installation problems, especially if the Personal key and Appdata key are on a network location. These should also use %USERPROFILE%.

User Permissions

If you are an IT administrator, the following is useful information to pass on to your users who are installing the Signiant App.

This is a user-specific install in the user's AppData folder (C:\Users\ <username>\AppData\Roaming\Signiant). Administrator rights are not required to install the Signiant App.

Signiant App Transfers

If you are an IT administrator, the following provides you with methods for troubleshooting transfers with the Signiant App on Windows.
Note: these need to be completed on the user's machine.

Reload/Refresh the Portal:
Ask your user to refresh/reload the portal.

Verify ports:
Confirm that your user has the required ports open for both inbound (download) and outbound (upload) traffic:

  • TCP 49221, 80
  • UDP 49221

If the ports are permitted and the transfers are still failing, information will have to be collected and analyzed.
There are three methods of collecting details on a failed transfer:

  1. Contact Admin prompt
  2. Developer Console inspection
  3. Enabling and collecting debug transfer logs

Contact Admin prompt:

When a transfer fails the user is prompted with the following dialog. This dialog includes the Contact Admin link.



Ask your user to fill in additional details about the transfer and to click Send.



The portal administrator(s) receives a message from the user with details about the failed transfer.

Developer Console inspection:

To troubleshoot the Javascript, use the Developer Console. To open the Developer Console press the F12 key on your keyboard.
A pane opens in your browser, select the Console tab. In this tab the Javascript code that is being used is displayed.



Enabling and collecting debug transfer logs:

If you are not able to troubleshoot the problem using the Developer Console use the debug transfer logs to understand why the failure is occurring. To turn on debug mode, modify the SigniantClient.json file.

  1. To locate the AppData folder, click the Windows Start button, in the search box type %appdata% and press Enter. (Alternatively, use Windows Explorer to navigate to C:\Users\ <username>\AppData\.)
  2. Within the AppData folder, open Roaming > Signiant.
  3. In a text editor such as Notepad, open the SigniantClient.json file.
  4. Locate "log-level" : "info” and change it to “log-level” : “debug”.
  5. Once you’ve made this change, restart the application. Open the Task Manager by pressing Ctrl+Alt+Delete and select Task Manager. Select the Processes tab, find SigniantClient.exe and SigniantUser.exe and then end both of those processes.
     
    Note: Making this change slows down your system and starts to take up a lot of drive space for debug level logs. Do not leave your Signiant App running in debug mode. After you have determined the source of the problems, revert back by changing debug back to info.
  6. Now revisit the portal and reload the Signiant App. Now when the transfer fails the logs will be more detailed.

    These logs are located in C:\Users\ <username>\AppData\Roaming\Signiant\Logs
For further support please email a copy of these logs with details of the problem to support@signiant.com.

Network Connection:

You or your user may see a spinning Signiant logo that does not allow uploading or downloading of content or during the verification of Signiant App installation the logo may spin and eventually display the following message:



These issues are related to the user's network being disconnected or a frozen process. To troubleshoot this, do the following:
  1. Verify that user's Internet access has not been disconnected. To verify this, refresh the page.
  2. If refreshing the page does not solve the problem, you need to stop the frozen processes. Press  Control+Alt+Delete to open the Task Manager, locate SigniantClient.exe and SigniantUser.exe and then end each process.

 

Taskbar Icon is Gray

If you are an IT administrator, the following provides you with details on how to troubleshoot a gray Signiant App taskbar icon.
Note: this needs to be completed on the user's machine.

When the Signiant App installs properly but is not working, the taskbar icon is gray.

This occurs when the Signiant App is having trouble connecting to the Signiant cloud services. This can happen on certain DELL computers that have software installed that uses the same local port as the Signiant App to communicate between the app and browser.

To change the local port number you must modify the SigniantClient.json file. Do the following:

  1. To locate the AppData folder, click the Windows Start button, in the search field type %appdata% and press Enter. (Alternatively use Windows Explorer to navigate to C:\Users\ <username>\AppData\.)
  2. Within the AppData folder, open Roaming > Signiant.
  3. In a text editor such as Notepad, open the SigniantClient.json file.
  4. Locate:   "api-port" : 10001, and change it to "api-port" : 1234".




Failure to Initialize Messaging Service

If you are an IT administrator, the following provides you with details on troubleshooting the Failure to Initialize Message Service message.
Note: this needs to be completed on the user's machine.

You may see the error Failure to Initialize Messaging Service when you open the Developer Console. This error occurs when the Signiant Client process cannot speak with the Signiant User process. This is likely happening because either the Signiant User process did not update (see image below) or due to improper formatting of the loopback address in the hosts file (see below).



If the following appears in the sigclient.log:
Connection refused from invalid IP address: 127.0.0.1
asio: error in WS handler: invalid state


Check the Hosts file:
  1. In the C:\Windows\System32\drivers\etc\hosts file, find: 0.0.0.0 localhost and edit it to read 127.0.0.1 localhost.
  2. Stop the Signiant App processes: open Task Manager, on the Processes tab look for SigniantClient and SigniantUser and end these processes
  3. Refresh your Media Shuttle portal.

A symptom of this failure is a spinning Signiant icon during a portal upload or download.



Another symptom of this problem is the following message:



To fix this issue, do the following: 

Google Chrome
Chrome stores this setting in a file called Local State. This file is located in the C:\Users\>user_name<\AppData\Local\Google\Chrome\User Data\Default\Preferences folder on Windows.

  1. Make a copy of the Local State file in the event you need to quickly revert your changes.
  2. Open the Local State file in a text editor, search for the setting {"sigclient":false} and delete the string. Make sure you also delete the trailing comma.
  3. Save the Local State file and restart Chrome.

On the next visit to a Media Shuttle portal (or any web application that uses the Signiant App), you are prompted to launch the Signiant App. Select Launch Application

The following is an example pf the Local State file with the text to be removed highlighted.


(It is safe to delete the entire Local State file.  Know, however that this this will reset most of Chrome's settings back to their default.)

Mozilla Firefox
On Firefox, do the following:

  1. From the Firefox Settings menu, click Options.
  2. On the Options page, click Applications and select sigclient.
  3. Toggle the Action drop-down menu to display Always ask.
    This forces the Signiant App to prompt your user to choose the proper application and then select Remember.

OS X Troubleshooting

Use the following sections to help troubleshoot issues you're having with OS X and the Signiant App.

Signiant App Install

If you are an IT administrator, the following provides you with methods for troubleshooting an installation of the Signiant App on OS X.
Note: these need to be completed on the user's machine.

Reload/Refresh the Portal:
Ask your user to refresh/reload the portal.

Uninstall/Install the Signiant App:
Ask your user to uninstall and then install the Signiant App.
To uninstall on OS X, instruct your user to do the following:

  1. Close all browser pages (and Apps) that use Signiant API (e.g. Media Shuttle, Media Exchange, Signiant TransferAPI app)
  2. Close the Signiant App from the menu, if available.  Note, early versions of the App did not have a Quit Menu.
    • Click the Signiant App icon in the Menu Bar.
    • Click the Quit Signiant App item, if a menu appears (not present in versions before 1.2.220)
  3. In Finder navigate to  Applications and find the Signiant App.
  4. Select the Signiant App and drag it into the Trash.
  5. To verify no Signiant App processes are still running launch Activity Monitor
    • Look for any process named SigniantClient, SigniantUser, or SigniantApp.
    • Select each Signiant process and click Quit.
When the user visits the portal again they are prompted to download and install the Signiant App.

Note: There might be an issue with downloading the Signiant App again. The user needs to delete a flag that is stored in a browser cookie. To modify this flag open the Developer Console ( View > Developer > Developer Tools).



Navigate to Resources and select Cookies. There is a named item called SigniantAppInstalled, which displays as true. Right-click SigniantAppInstalled and select delete. When the portal is refreshed the user is prompted to install the Signiant App.



Note: Optionally the app can be removed from the Protocol Handler in Google Chrome:
  1. Open terminal by pressing Command ⌘ + spacebar, type terminal and press Enter.
  2. Type: open Library/Application\ Support/Google/Chrome/Local\ State to open the Local State file.
  3. Find and delete {"sigclient":false} and save the file.

User Permissions

If you are an IT administrator, the following is useful information to pass on to your users who are installing the Signiant App.

Ensure that in Settings > Security & Privacy in Allow apps downloaded from that either Anywhere or Mac App Store and identified developers is enabled. Administrator rights are not required to install the Signiant App.
 

Won't Install or Update on Parallels

If you are an IT administrator, the following provides you with details on how to ensure the Signiant App runs correctly in Parallels on OS X.
Note: this needs to be completed on the user's machine.

Because the Signiant App and Updater use an .EXE extension that is commonly associated with Windows operating systems,  Parallels (virtual machines) running on an OS X attempts to launch the Signiant App using the Windows VM instead of the OS X system.

To prevent this from occurring,  you need to disable application sharing. Ensure that Share Mac applications with Windows is not enabled.
 

Signiant App Transfers

If you are an IT administrator, the following provides you with methods for troubleshooting transfers with the Signiant App on OS X.
Note: these need to be completed on the user's machine.

Reload/Refresh the Portal:
Ask your user to refresh/reload the portal.

Verify ports:
Confirm that your user is able to use the required ports is permitted for both inbound (download) and outbound (upload):

  • TCP 49221, 80
  • UDP 49221

If the ports are permitted and the transfers are still failing, information needs to be collected and analyzed.

There are three methods of collecting details on a failed transfer:

  1. Contact Admin prompt.
  2. Developer Console inspection.
  3. Enabling and collecting debug transfer logs.

Contact Admin prompt:

When a transfer fails the user is prompted with the following dialog. This dialog includes the Contact Admin link.



Ask your user to fill in additional details about the transfer and to click Send.



The portal administrator(s) will receive a message from the member with details about the failed transfer.

Developer Console inspection:

To troubleshoot the Javascript, use Developer Console. To open the Developer Console, from the View menu choose Developer > Developer Tools.



A new pane is opened in your browser with multiple tabs. Click the Console tab, this displays what the Javascript is doing.



Enabling and collecting debug transfer logs:

If you are not able to troubleshoot the problem using the Developer Console you need to use the debug transfer logs to understand why the failure is occurring. To turn on debug mode, you need to modify the SigniantClient.json file.

  1. Press Command ⌘ + spacebar, type Terminal and press Enter.
  2. Type: vim ~/Library/Preferences/com.signiant.SigniantClient.json.
  3. To start Insert mode, press i.
  4. User the arrow keys to navigate to "log-level" : "info” and change this to “log-level” : “debug”.
  5. Press Esc.
  6. To write to and then quit vim, type :wq
  7. Restart the application. To open Activity Monitor, press Command ⌘ + spacebar, type Activity Monitor and press Enter. Click the Network tab, double-click SigniantClient and then click Quit
  8. Click Force Quit
Note: Making this change slows down your system and takes up a lot of drive space for debug level logs. Do not leave your Signiant App running in debug mode. After you have determined the source of the problems, revert back by changing debug back to info.
 
Return to the portal and reload the Signiant App, when the transfer fails more detailed logs are returned.
 
These logs are located in ./Library/Logs/Signiant/

To view any of these logs run one of the following commands:
open -a textedit SigniantApp.log
open -a textedit SigniantClient.log
open -a textedit SigniantUser.log


For further support please email a copy of these logs with details of the problem to support@signiant.com.
 

Failure to Initialize Messaging Service

If you are an IT administrator, the following provides you with details on troubleshooting the Failure to Initialize Message Service message.
Note: this needs to be completed on the user's machine.

You may see the error Failure to Initialize Messaging Service when you open the Developer Console. This error occurs when the Signiant Client process cannot speak with the Signiant User process. This is likely happening because either the Signiant User process did not update (see image below) or due to improper formatting of the loopback address in the hosts file (see below).



If the following appears in the sigclient.log:
Connection refused from invalid IP address: 127.0.0.1
asio: error in WS handler: invalid state


Check the Hosts file:

  1. In the /etc/hosts file, find: 0.0.0.0 localhost and edit it to read 127.0.0.1 localhost.
  2. Stop the Signiant App processes: open Activity Monitor (press Command ⌘ + spacebar and type Activity Monitor), select the signiantclient and signiantuser processes and click Quit or Force Quit if necessary.
  3. Refresh your Media Shuttle portal.

A symptom of this failure is a spinning Signiant icon during a portal upload or download.



Another symptom of this problem is the following message:



To fix this issue, do the following: 

Google Chrome
Chrome stores this setting in a file called Local State. This file is located in the ~/Library/Application Support/Google/Chrome\Default/Preferences on a Mac.

  1. Make a copy of the Local State file in the event you need to quickly revert your changes.
  2. Open the Local State file in a text editor, search for the setting {"sigclient":false} and delete the string. Make sure you also delete the trailing comma.
  3. Save the Local State file and restart Chrome.

On the next visit to a Media Shuttle portal (or any web application that uses the Signiant App), you are prompted to launch the Signiant App. Select Launch Application

The following is an example of the Local State file with the text to be removed highlighted.


(It is safe to delete the entire Local State file.  Know, however that this this will reset most of Chrome's settings back to their default.)

Mozilla Firefox
On Firefox, do the following:

  1. From the Firefox Settings menu, click Options.
  2. On the Options page, click Applications and select sigclient.
  3. Toggle the Action drop-down menu to display Always ask.
    This forces the Signiant App to prompt your user to choose the proper application and then select Remember.

General

Use this section to troubleshoot any issues not directly related to installation or transfers.

Google Chrome is Set to Not Use the Signiant App

Your users may have accidentally told Google Chrome not to use the Signiant App:

When using Media Shuttle on Chrome, the External Protocol Request window appeared, where Chrome was asking if it could open the Signiant App.Your user accidentally selected Do Nothing and Remember my choice, now Media Shuttle can't be used on Chrome.



Chrome stores this preference in the browser history. It doesn't appear they have a way to change this for only one site, but you can clear all under History > Clear browsing data > Hosted app data.

 

Signiant App is Constantly Prompting for Install

Your users may be experiencing a problem where the Signiant App is constantly displaying an install prompt. This occurs even when the Signiant App has been installed.



Four factors can cause this type of failure:

  • The user attempting to install the Signiant App does not have sufficient rights to install the software.
  • The outbound connectivity over TCP 443 is blocked.
  • Ensure that your user does not have multiple browser windows or tabs open displaying the above message. This can cause communication issues that the Signiant App does not verify.
  • The user may have multiple versions of the Signiant App installed. If this is the case, uninstall all versions and do an install.
The following can resolve this problem:

The user attempting to install the Signiant App does not have sufficient rights to install the software:
  • Install the Signiant App. When there are sufficient rights, the software is installed in the correct directory. Verify this by looking in   C:\Users\<username>\AppData\Roaming\Signiant for Windows, or for OS X , open Finder navigate to Applications and find the Signiant App.
  • If the software is not present in the appropriate directory, contact the person in your company who is managing Media Shuttle and the Signiant App.
The outbound connectivity over TCP 443 is blocked:
  • If the Signiant App is in the installation directory, the issue is related to the network that is being used. The Signiant App needs to reach outbound from the network the user is on in order to validate the application version and the API key being used in the transfer.
  • The Signiant App requires access to *.developer.mediashuttle.com and *.cloudfront.net using TCP port 443. If this fails the Signiant App is not detected and you are prompted to install.