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Troubleshooting File Transfer Problems

What are some typical problems that may prevent a Diplomat MFT file transfer job from running successfully?

  • Lack of access to transaction job components, including source files, destination directories, FTP server, SMTP mail server, SQL database, archive file location, pre- or post-processing scripts, PGP command Line tool location or configuration file, missing key on PGP command Line tool keyring, using wrong key from PGP command Line tool keyring, … Diagnose by using Browse, Test, Execute, or Preview buttons.
  • Lack of privileges to perform desired action with various job components (e.g., you can log in to an FTP server, but your account does not allow access to the directory from which you are trying to read). Diagnose by logging in as the network identity used for the Diplomat MFT Service and attempting same action in a command window or using Filezilla client.
  • Lack of understanding of how to use 2-key encryption, e.g., which key to use for encryption and which to use for signing.  Public keys are used to encrypt and verify.  Private keys are used to decrypt and sign.
  • Unable to find “right” file(s) due to wildcarding or default naming.  Diagnose by looking in Diplomat MFT log for the file name Diplomat MFT was trying to locate to ensure Diplomat MFT is searching for the correct files.  Review section on File Information panel in the appropriate Diplomat MFT User Guide or help file.
  • “Corrupted” file on decrypt – often when a source file was a binary file but the source file format setting indicated “ASCII”, e.g., a user might assume that a Word or .dat file is ASCII.  Most FTP servers automatically add CR/LFs in ASCII files – which corrupt binary files and prevents decryption.
  • No jobs are running AT ALL, but everything seems OK.  Check if icon to the left of Transactions folder in the left navigation tree is either PINK or PURPLE.  If so, all transactions have been suspended. Right-click on folder name to release for scheduling (Enterprise Edition only). 

How can I use Diplomat MFT to help diagnose problems?

1. Locate job in log file.  Go to File -> Logs from the top menu bar.  Select the log file that corresponds to the time that the error occurred.

2. If the error seems to be related to a particular job, use the log file Filter button and select the Transaction ID of the affected job.

3. If the error seems to be unassociated with a specific job:

  • Use the log file Filter button to select records containing the strings “Warning” or “Critical” to see if any Warnings or Critical Errors have been generated. 
  • Use the log file Filter button to select records containing the string “error” or “null pointer” to see if any java null pointer exceptions have been generated. If so, contact Coviant support for assistance.

4. If the error is still unresolved, you can obtain data for further diagnostics by turning on Advanced Troubleshooting and rerunning the job using the Run Now button. After rerunning, locate a zip file in …\diplomat-j\troubleshooting\ with the Transaction ID as part of the file name. The zip file will contain:

  • All temporary files created during the execution of the job.  These files are typically needed to diagnose problems involving encryption, decryption, signing, or verification.
  • A debug file if a transport other than Local System was used.  The debug file contains a detailed record of all messages received from the FTP, FTPS, SFTP, HTTP/S, or email server during the job and is useful in diagnosing file transfer problems. NOTE: The zip file may contain proprietary information in some of the temporary files.  Review the contents of any files before sending a zip file to Coviant for support.

5. If the error is still unresolved, collect the following information before calling Coviant support:

  • Select Help > About Diplomat… from the top menu bar to view the Diplomat MFT version and build number (build number is shown as a rollover on the version).
  • From the log file(s), get all records associated with the job. Usually starts with “Transaction "XXX": Added to the pending run queue” and usually ends with “Transaction "XXX": Transaction terminated successfully”. NOTE: All passwords, passphrases, et al are not written to the log in plaintext, so the log file should not contain any sensitive data.
Updated on March 11, 2020

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