The contents of the log files can be invaluable in helping to diagnose many of the common issues that affect a FileCatalyst installation. While not always definitive they are an invaluable resource when looking for the source of an issue. Logs are commonly found within the install folder of the product under the folder Logs. (for an overview of log locations see: FileCatalyst Direct Suite Log Locations by Product - http://support.filecatalyst.com/index.php?/Knowledgebase/Article/View/307/0/filecatalyst-direct-suite-log-locations-by-product)
This document will give a list of the most common error messages that the FileCatalyst Support Team encounters and give you some advice on what to check to try to resolve issues. This document will be updated periodically.
To use this document do a search of the document using the text of the Error encountered in the logs.
For example, search for Data connection lost: instead of the full error line Sun Apr 26 07:49:47 CEST 2015 - Data connection lost: Transfer error, no data received. Check firewall.
FileCatalyst Direct Suite all versions.
Filecatalyst Workflow all versions.
FileCatalyst Webmail all versions
Error Messages and Solutions:
Overview: When trying to transfer a file or number of files, the transfer appears to start then fails within 10 seconds with the error message: no data received from the FileCatalyst Server.
Sun Apr 26 07:49:40 CEST 2015 - 150 Sending data for H22001502161 - 19.02.15.zip (2956462 bytes). Sending from port 8290
Sun Apr 26 07:49:47 CEST 2015 - Data connection lost: Transfer error, no data received. Check firewall.
Cause: The FileCatalyst Client is able to connect to the FileCatalyst Server on the main FTP/FTPS port (21, 990), but data ports are not being routed through to send either file listing or file data. Most common source is a firewall or other network issue.
Solution: Check to see if firewall ports have been opened properly for the data ports and that no network device is causing a communication failure. Verify that IP Masquerade on the FileCatalyst Server is properly enabled if the Server is sitting behind a NAT. Note that both TCP and UDP must be open
onthe data port range (default 8000-8999) on the Server.
Overview: Transfers aren't starting through TCP, and the failover transfer via the HTTP Servlet is initiated. Acceleration is also disabled.
Sun Apr 26 07:44:06 CEST 2015 -
Auto detectingconnection mode and transfer mode...
Sun Apr 26 07:44:07 CEST 2015 - java.io.IOException: Could not open socket: java.net.ConnectException: Connection refused: connect
Sun Apr 26 07:44:07 CEST 2015 - TCP control connection failed, checking HTTP
Failure to negotiate Control Channel connection, most common cause ports 21(default) or 990 (default)which uses SSL are blocked by the firewall.
Solution: Check firewall to see if Command Channel Ports 21 or 990 are open for communication. Confirm both FileCatalyst FileCatalyst Server and Client Applications are using the same port.
Overview: File transfer starts and runs for a period of time then the transfer fails.
Wed Sep 30 11:11:24 CEST 2015 - 505/192.168.1.1/u4a33177 : File to send (UDP) - /Download (u4a33177)/Test_File_zip.zip
Wed Sep 30 11:11:24 CEST 2015 - 505/192.168.1.1/u4a33177 : 150 Sending data for For_uploding_zip.zip (75507139310 bytes). Sending from port 8847
Wed Sep 30 11:29:23 CEST 2015 - 505/192.168.1.1/u4a33177 : 421 Timeout.
Wed Sep 30 11:29:23 CEST 2015 -
505/192.168.1.1/u4a33177 :Read timed out occurred during UDP mode download
Cause: The FileCatalyst Client is trying to receive data from the FileCatalyst Server, but it’s taking longer than the set timeout value for the data to arrive. Could be caused by network congestion or slowdowns. Also, may occur with very large file sets & virtual folders.
Solution: Check the network connection speed and read
statusof the source directory, check the status of a network storage location. Increase the timeout value on the FileCatalyst Client Side Application.
Overview: During an active transfer, the transfer fails to complete writing the file, most commonly with FileCatalyst HotFolder writing to a FileCatalyst Server on Upload. The file is not accessible to the OS or another application has not released the lock on the file.
Fri Jul 17 11:17:10 UTC 2015 - Error transferring 2015004_124_FAR2.ascii.bz2: File is being written in another session
Fri Jul 17 11:17:10 UTC 2015 - SIZE 2015004_124_Test_File.bz2
Fri Jul 17 11:17:14 UTC 2015 - 550 File does not exist
Fri Jul 17 11:17:14 UTC 2015 - Error: Error transferring 2015004_124_FAR2.ascii.bz2: File is being written in another session
This is an attempt to access a file that is locked by another process or application, and the file is unable to be written. This could be caused by another FileCatalyst HotFolder session trying to transfer the file at the same time. Another third party application writing to the file or a lost connection during a file transfer reconnected, and the session is still being held by the lost session ID would cause this error.
Determine if multiple FileCatalyst HotFolder tasks are attempting to write the same file, check any other application that may be accessing the file.
Overview: The messages that are received by the FileCatalyst Client Application are out of sync with those being sent by the FileCatalyst Server.
Wed Nov 04 16:20:49 CET 2015 - Error: Could not verify: /Folder1/Folder2/london/3731sta_p07q04_Test_File.zyx <-X-> /3731sta_p07q04_Test_File.
Error flushing the stream for command: MD5 "/3731sta_p07q04_Test_File. zyx: zyx"
In this specific scenario, during the MD5 check to verify the integrity of the file post transfer the connection with the FileCatalyst Client was expecting a specific response (to MD5) and it was sent out of order from the FileCatalyst Server.
Solution: To allow the message order to resync, restart the FileCatalyst Client Side Application (or service) and the FileCatalyst Server service to resynch the communication between the two nodes.
Overview: A connection is established via the Command Channel Port 21 or Port 990. Transfer using Data Ports 8000-8999 are negotiated and the Data Connection starts moving the packets. Transfer eventually fails as packets are not received.
INFO | jvm 2 | 2015/09/02 11:19:08 | Wed Sep 02 11:19:07 EDT 2015 - 2092/192.168.1.1/TestFolder : Transfer error, data receive timed out.
INFO | jvm 2 | 2015/09/02 11:19:08 | Wed Sep 02 11:19:07 EDT 2015 - 2092/192.168.1.1/TestFolder : 551 Transfer error, data receive timed out.
Cause: During the transfer, the network connection is severed after the Control Channel connection is created and is unable to reconnect over the Data Channel. There could also be an issue reading from the source or writing to the destination files.
Solution: Check firewall to confirm Data Port range 8000-9000 is open, and not being throttled on the OS level and network appliance. Also check the status of the source or destination file or files, permissions, disk space etc.
Overview: There is an issue with the JVM that has caused it to shut down and severing the connection.
Thu Oct 22 00:08:26 EDT 2015 - 4754/192.168.1.1/webmail : 500 Connection reset by peer: socket write error
Thu Oct 22 00:08:26 EDT 2015 - 4754/192.168.1.1/webmail : Connection has been shutdown: javax.net.ssl.SSLException: java.net.SocketException: Software caused connection abort: socket write error
ERROR | wrapper | 2015/07/17 08:22:25 | JVM exited unexpectedly.
Cause: This error indicates that the JVM has failed and the connection was terminated by the Client side application, we were unable to reconnect to the FileCatalyst Server
Solution: Check processes on the system, and confirm the adequate amount of system memory. The JVM termination could be caused by a lack of memory resource or the process being deprived of CPU cycles.
Overview: Communication between the FileCatalyst Server and Client Application has been abnormally terminated.
Sun Nov 08 08:22:29 UTC 2015 - send reply error --> : javax.net.ssl.SSLException: Connection has been shutdown: javax.net.ssl.SSLException: java.net.SocketException: Broken pipe
jvm1 | 2015/03/03 02:15:59 | MDTM "Test_Folder1/Test_File_2015-03-02_17_38_23.mp4"
Cause: Connection was severed on the Client Side during a write to the file. Data is not flowing correctly through Data Ports. Both Data and Control Channels are experiencing connectivity problems as indicated by the contents of the logs.
Solution: Verify that there is no break in connectivity from FileCatalyst Server to Client. Check the port configuration for Control Channel either 21 or 990 (default) on Client and Server, make sure both are in
synchand able to communicate. Verify that all FileCatalyst applications have been white-listed in Intrusion Detection Applications.
Overview: We are unable to reach the source location to retrieve a file listing.
Wed May 27 11:21:59 CEST 2015 - Timeout waiting for connection
Wed May 27 11:21:59 CEST 2015 - 181/192.168.1.1/TestUser : Error entering passive mode. TCP port 8271 may be blocked by your firewall, or you set an incorrect IP masquerade address.
Wed May 27 11:21:59 CEST 2015 - 181/192.168.1.1/TestUser : 227 Entering Passive Mode (10,10,1,80,32,79)
Client Side Log:
Sun Apr 26 12:05:30 EDT 2015 - PORT 10,10,1,80,32,80
Sun Apr 26 12:05:41 EDT 2015 - 500 Error establishing data connection.
Sun Apr 26 12:05:41 EDT 2015 - QUIT
Sun Apr 26 12:05:41 EDT 2015 - 221 Goodbye.
Sun Apr 26 12:05:41 EDT 2015 - unlimited.fc.com.FCException: Error establishing data connection.
Cause: File listings are returned in the data port range using TCP sockets in the 8000-8999 range. In this case, the Client application is unable to establish a data port connection to the FileCatalyst Server. Often seen with Servers behind NAT’ed networks with IP Masquerade improperly configured.
Solution: Add your Public IP to the FileCatalyst Server in the IP Masquerade field, and ensure the firewall redirects the data port range to the FileCatalyst Server for TCP and UDP ports. This located in the Advanced section under the Network tab.
Overview: Transfers are completing normally, but email notifications are not being relayed.
Sun Apr 26 22:19:48 EDT 2015 - E-mail notification was not sent, the returned error was: Email command not permitted.
Cause: SMTP permissions are not configured or are configured incorrectly. The SMTP Server may not allow mail relay. The network firewall could be blocking the CEML command.
Solution: Confirm SMTP permissions and configuration on the FileCatalyst Server, firewall, and the existence of the administrator email in the mail system. The FileCatalyst Server needs to have Enable E-Mail Alerts checked.
Overview: Service will refuse to start and GUI will not load.
jvm1 | 2015/09/25 19:40:44 | java.lang.OutOfMemoryError: Java heap space
Cause: Allocated memory to Java is not set high enough and the service
is exceedingthe allotted amount or there may not be enough memory resources available on the OS.
Solution: Adjust the permitted memory for the service. Set value in the
fcconf.conf (Server) or fchf.conf (HotFolder) files on Windows or wrapper.conf files on Linux to increase the permitted memory.
# Initial Java Heap Size (in MB)
# Maximum Java Heap Size (in MB)
NOTE: Maximum of 4GB of memory are permitted using the Java Service Wrapper scripts used embedded in the FileCatalyst service scripts for Linux or Windows.
Overview: While transferring files the transfer hangs and eventually fails.
jvm1 | 2015/09/25 17:02:18 | java.lang.OutOfMemoryError: Direct buffer memory
Cause: There are insufficient system resources either on the machine or allocated to the software.
Solution: Check and verify that the minimum system requirements are met and that the FileCatalyst Application has sufficient assigned via the configuration file.
Set value in the fcconf.conf (Server) or fchf.conf (HotFolder) files on Windows or wrapper.conf files on Linux to increase the direct memory.
# Java Additional Parameters
Overview: Assigning a Network drive as the User's home directory produces an error in red, stating the storage location is “unavailable”. This storage location can be accessed through Windows Explorer but is unavailable to the FileCatalyst Server.
Cause: FileCatalyst Server as a service normally runs under a restricted “SYSTEM” user on Windows machines, which normally does not have file system rights to view network paths (either mapped drives or UNC paths). Thus, even if the drives are visible in Windows File Explorer for someone logged into the application, the software running as “SYSTEM” cannot read/write to those paths.
Solution: Several solutions can be tried to resolve this:
- Try specifying an alternate account to run the FileCatalyst Server Service on Windows (same account you have logged into Windows with).
This mayallow network credentials to be passed to the Server to allow access to the network paths.
- On Windows, modify the Windows Registry (see FileCatalyst Server user documentation regarding
enabledlinkedconnections) to allow the service account to see mapped drives.
- Run the application stand-alone instead of as a service.
- Try specifying an alternate account to run the FileCatalyst Server Service on Windows (same account you have logged into Windows with).
- Error connecting to <server IP>: failed to log into server
Overview: Unable to access the FileCatalyst Server with a specific user, yet other users are able to log in.
Mon Aug 22 18:33:37 IST 2016 - 193/10.111.1.160/GFX : 530 User account disabled. Please contact
Cause: The User account on the Filecatalyst Server is unavailable, due to consecutive login authentication failures or it has been manually disabled.
Solution: Check user section the verify if the User is blocked, if not edit the user and see if the account enabled box is checked.
Overview: When attempting to initiate a transfer the transfer starts normally then immediately finishes with no data being moved.
INFO | jvm 1 | 2016/03/01 11:43:01 | Tue Mar 01 11:43:01 PST 2016 - 575/10.1.10.1/jobe : STOR test.14568613812812871.71418059851.tmp
INFO | jvm 1 | 2016/03/01 11:43:01 | Tue Mar 01 11:43:01 PST 2016 - 575/10.1.10.1/jobe : 550 Permission Denied: User does not have permission to perform this action
INFO | jvm 1 | 2016/03/01 11:43:01 | Tue Mar 01 11:43:01 PST 2016 - 550 Permission Denied: User does not have permission to perform this action on User
INFO | jvm 1 | 2016/03/01 11:43:01 | unlimited.C.A: Error: No Permission!
Cause: User does not have permission or is not in a group that has permission to access a given file or folder. This could be a
modifyissue or a read/write permissions issue.
Solution: Check user and group permissions and assign as needed.
Overview: Jobs that exceeding the deletion threshold in FileCatalyst Workflow are not removed from the jobs list and Job data is not removed.
2016-08-01 08:44:51,844 ERROR FCWebAutoDeletion autodeletion - AutoDeletion Thread: Can't Archive 0/1 job A90CZI7L70BVWGM6 is referenced by a different job
Cause: The job files and data that has failed to be Auto-Deleted is being referenced by a second more recent job and thus is being prevented from being removed.Solution: This is normal behavior, preventing file collisions and premature cleanup.
- 500 syntax error, command RUDP unrecognized221 Goodbye.
Overview: Logs are showing the max number of reconnection followed by the below log message before timing out.
Logged Content: Wed Oct 26 23:33:38 EDT 2016 - Control connection lost: Read timed out
Wed Oct 26 23:33:38 EDT 2016 - Attempting to reconnect... (attempt 9 of 10)
Wed Oct 26 23:33:41 EDT 2016 - QUIT
Wed Oct 26 23:33:41 EDT 2016 - 500 syntax error, command RUDP unrecognized221 Goodbye.
Cause: The commands and replies are out of synch. The response that is being given is not the one that is expected by the server.
Solution: You can try to restart the transfer, and/or restart the service for the FileCatalyst HotFolder.
A test you can run is to go to the Sites page on the FileCatalyst HotFolder and hit Connect on that Site. This will create a new socket to the Server. If you can upload or download a file then the creation of a new socket has been verified. Restart your transfer.
Restarting the FileCatalyst Hotfolder service will release and resync the connection. Test to see if it’s successfully reconnected by going to the sites page in Hotfolder and running a “connect” on the site. This should create a new socket to the FileCatalyst Server.