Below are troubleshooting techniques to resolve specific errors which may occur during the upload process.

If the uploading process appears to be stalled, or does not seem to be proceeding normally, but is not displaying an error message, ensure that uploads are being performed using a supported web browser, and that the browser software is updated to its newest possible version.

Slow or Stalled Uploads

If the uploading process appears to be stalled, or does not seem to be proceeding normally, but is not displaying an error message, ensure that uploads are being performed using a supported web browser, and that the browser software is updated to its newest possible version.

In some cases, the upload operation is being limited by the available memory in the web browser application. These tips often help improve uploading performance:

• Close unneeded browser tabs or windows
• Close unneeded applications running on the same computer
• Try uploading files in smaller batches

Errors in the DF Studio Upload Monitor

Review the following information related to specific errors that may appear in the Upload Monitor during the process of transferring files.

Error Connecting to Upload Server

This indicates that the Upload Monitor was not able to establish a connection for transferring files. Verify the internet connection, re-authenticate to DF Studio or the Assignment Link as appropriate, and try the upload again.

Request Timeout Uploading File

The Upload Monitor was not able to get a timely response from the server that the file had been received successfully. Verify the internet connection, re-authenticate to DF Studio or the Assignment Link as appropriate, and try the upload again.

Connection Lost While Uploading File

The Upload Monitor was not able to get a timely response from the server that the file had been received successfully. Verify the internet connection and try the upload again, making sure that Sleep Lock is enabled during transfer.

File Was Deleted

The file was deleted or moved while the upload was in progress, or the Upload Monitor lost access to the file (for example, disconnecting an external drive containing the files being uploaded). Verify that the files are accessible and re-attempt the upload.

If possible, it is recommended to move files to a folder on the local computer before uploading, rather than uploading from network storage or an external drive.

Credentials Not Accepted

Errors with credentials are usually resolved by verifying that the proper email address is supplied. Each Upload Key or Assignment Key will be associated with a specific email address. Verify that the email address provided is the same address to which the key was initially sent.

DF Studio account holders seeing error messages related to credentials should log out of DF Studio and log in again before attempting to upload.

Problem Initiating Upload Request

Invalid According to Policy: Policy Expired

These errors are most often the result of the system clock on the uploader’s computer being out of sync with the storage server at DF Studio. Verify that the time on the computer is correct and attempt the upload again.

In rare cases, this error can result from a faulty or interrupted internet connection. Verify the connection to the internet, then re-attempt the upload operation.

Internal Error Uploading File

Unknown Error Uploading File

While rare, these errors indicate that the file transfer was unsuccessful, without additional information relating to the cause. Contact ​DF Studio Support for assistance with troubleshooting, and include as much information as possible related to the attempted upload.

Upload Report

An Upload Report is generated automatically once the uploaded files have completed processing. In the case of an interrupted upload, the report is generated approximately 30 minutes after the last file was successfully received. As soon as the report is ready, a notification will be sent to the uploader by email.

If any issues were encountered transferring or processing files, they will be detailed in the Upload Report, which will help identify the files that should be re-transmitted in a subsequent upload. For more information see DF Studio Upload Report

Contact DF Studio Support

If the upload process continues to experience problems after attempting to resolve the issue using these methods, contact DF Studio Support for further assistance. To expedite the troubleshooting process, please provide as much detail as possible about the attempted upload.