Signiant Support

12.0 Media Exchange Web Client User's Guide Print



Media Exchange Introduction

Signiant Media Exchange is a web-based application which enables users to securely send, view, and receive large content and media files quickly and reliably. Users can exchange content with other users, systems and applications regardless of the location and size of digital assets. Collaboration is fast, reliable and secure.

Media Exchange enables users to:

  • Send and receive digital content to other users.
  • Share content with other users.
  • Initiate automated workflows that are customizable and begin or conclude with Media Exchange.

With an intuitive web user interface, users interactively initiate content transfers with maximal network efficiency. Media Exchange enables complete control and security.

Concepts

You should be familiar with the following key Media Exchange concepts:

  • Users: Media Exchange users are users whose accounts are enabled for Media Exchange.
  • Clients: Ways to access the Media Exchange system including: Web, Desktop and Mobile Clients.
  • Groups: A group is a collection of Media Exchange users.
  • Guest Users: Guest users are external users that are allowed limited access to a Media Exchange network for a specific period.
  • Packages: Packages are groups of files and/or folders that users can send to other Media Exchange users, groups, guest users, or channels.
  • Channels: Channels are containers for packages that administrators create and assign users rights to access. A Media Gateway license is needed to display channels. A Media Exchange channel provider license enables the desktop client to subscribe to channels for unattended uploads and downloads of Media Exchange content.
  • Package Templates: Package templates are administrative templates configured to facilitate data transfer operations between users and channels.

The following section outlines sample Media Exchange deployments, the components, and offers some key points to understand in their use.

Media Exchange Components

Media Exchange includes the following components:

Media Exchange-Enabled Manager

A Media Exchange-enabled manager (also called a Media Exchange manager) is a Signiant Manager with a Media Exchange license enabled.

Media Exchange Servers

As an administrator, you will need to designate specific Signiant agents as 'Media Exchange-enabled' (Media Exchange Servers). In most situations, you will want to locate these agents near corporate storage. A Media Exchange Server will allow users to download or upload package content from their web-browser.

Media Exchange-Enabled Relays

Media Exchange-enabled relays are Signiant agents that have been designated as 'routing points' for Media Exchange upload/download traffic.

Media Exchange Web Servers

In distributed, global configurations you may wish to place Media Exchange Web Servers in key geographic locations. These optional web servers are used to speed up the loading of the web pages associated with the Media Exchange and to eliminate the need for users to connect directly to the Signiant Manager.

User Interface

To login to the Signiant Manager, open a browser that supports 128-bit encryption. Ensure that you turn off the integrated pop-up blocker in your browser. The URL should be in the following format:

https://<Manager_address>/signiant

where: <Manager_address> is the fully qualified host name of the Manager.

The Signiant Media Exchange user interface provides a folder structure to organize and view package information. The structure is composed of the following folders:

  • Drafts: This folder contains packages that are being created by users, but have not yet been sent.
  • Inbox: This folder contains packages that have been received by the logged-in user.
  • Processing: This folder contains packages that are in the process of being sent.
  • Sent: This folder contains packages that have been sent.

To display the contents of a package:

  1. From one of the folder views, select a package.
  2. Then click the View Details button on the menu bar.

    Information such as enclosed files, transfer information, and delivery details about users, groups, and categories is displayed organized by view columns.

The view columns can be customized for the current session by selecting column headings to sort and display information.

  • Sort order for column contents (Sort Ascending/Sort Descending)
  • Columns that appear in the screen. (Choose from Columns > Encrypted, Title, From, Date, or Size. From is not available in the Drafts or Processing folders. Status is available only in the Processing folder.)
  • Group by the column type (packages will be grouped by title, sender, size and so on)

Message Console

The Message Console displays messages related to Media Exchange events including transfer status, warnings, and errors, such as upload or download issues. The message console will automatically open to display error and warnings. To view messages at other times, click the message msg.png icon, located in the top right of the screen.

Download Desktop Client

If you're using the Signiant Transfer API, you need to download the Desktop Client to enable the automatic delivery of content updates. With the Desktop Client, you can subscribe to content and automate transfers to and from your provider. To download the Desktop Client, click desktop_client.png, located in the top right of the screen.

Channels

Channels contain packages from providers which users can optionally subscribe to. A Media Gateway license is required for this feature and users must have appropriate access privileges to specified channels.

The following is a representation of the Media Exchange user interface and channels:

mx_main_interface.png

Note: if you're using the Signiant Transfer API, you cannot right-click a Channel and choose Subscribe, you must download and install the Desktop Client to setup automatic transfers and subscriptions.

Preferences

Media Exchange users can personalize their displayed name, email address, type of notifications, and file transfer options. To personalize preferences, select Options located in the top right corner of the Media Exchange interface and click the Preferences menu item from the drop-down menu.

General

The general tab allows users to set personal name, email, and password preferences.

  1. Select the General tab to modify the following:
    • First name: The user's first name as it will appear in the Media Exchange user interface.
    • Last name: The user's last name as it will appear in the Media Exchange user interface.
    • Email address: The user's email address to which Media Exchange notifications will be sent.
    • Change Password: Enables users to change their Media Exchange password.
  2. Click Save.

Notifications

The Notifications tab allows users to specify email preferences.

  1. Select the Notifications tab.
  2. Place a check in the box beside the situation in which you want to receive a notification email about packages you send:
    • Have been distributed
    • Send a copy of the recipient's email to me
    • Notify me of failures
    • Have been downloaded
  3. Place a check in the box beside the situation in which you want to receive a notification email about packages you receive:
    • Are delivered to my inbox
    • Notify me for all Categories
    • Notify me for specified Categories selections
  4. Expand Channels and select the channels to which you want to receive notifications of new content. You do not need to select the sub-channels - these are automatically selected once you have saved your changes. Upon opening the Preferences screen a second time, you will see that the sub-channels for all selected channels are selected. When a new sub-channel is added, this is automatically selected for your subscription as well. You do not need to continuously update channel subscriptions - this is done automatically for you.
  5. Click Save.

Transfers

The Transfers tab enables users to specify options related to transfer profiles, downloading and logging.

Your Signiant system administrator will normally create these profiles for your use. If in doubt about which profile to select, contact your Signiant system administrator. A transfer profile is a set of characteristics that specifies the type of protocol a transfer should use, and bandwidth limit (desired top and minimal speeds )for a transfer. Protocols may include the following:

  • Signiant Accelerated = UDP
  • Signiant Regular = TCP
  • Normal Internet Connection = HTTP

To manage transfer options:

  1. Select the Transfers tab.
  2. Specify the transfer profiles you want to use for uploading or downloading files to and from your local computer.
    Note: The default "System Default Profile" has no bandwidth limit, and tries the protocols in the following order: UDP, then TCP, then HTTP. Media Exchange administrators may have modified the System Default Profile, and may have created additional profiles from which to choose.
  3. To enable a prompt to save package downloads, place a check in the corresponding box or select a download location. (Note: if you're using the Signiant Transfer API, this prompt is not displayed.)
  4. To enable logging on transfers processed during the current session, enable Enable transfer debug logging.

    Enabling "Transfer Debug Logging" creates a file, starting with 'sigitc', in the local user's %TEMP% directory. Enabling logging may create very large log files on the Media Exchange transfer server and may have an impact on performance. Enable this option only when a Media Exchange administrator recommends it.

  5. To create a ZIP file of the logs generated for a failed transfer, enable Zip logs to desktop when transfer fails. This ZIP file is stored on your desktop and you can easily email this to your Signiant system administrator.
  6. Click Save. (Note: this prompt is only displayed if you're using the Signiant Transfer API.)

Packages

The following topic describes the steps to create, send, and manage Media Exchange files and packages. Depending on the default Media Exchange configuration specified by the Media Exchange administrator, not all of the fields described in this process will appear on the screen.

Media Exchange activities only occur when a user is signed into a session. Therefore, it is important to keep your browser open when sending or downloading from Media Exchange. If you need to exit Media Exchange during a transfer, your package is saved to the Drafts folder where you can resume at a later time.

To resume an upload or download, refer to information in this guide on the Drafts folder.

Upload

Your Media Exchange administrator controls the options displayed on this page. There might be options documented that are not displayed or options that are not documented - contact your Media Exchange administrator for details on these options.

To upload and share Media Exchange packages, do the following:

  1. Click New in the top left pane to open a new package. If package templates are enabled, a drop down list of available templates is provided.

    Click the arrow next to New to open the list and select a package template. To open a new instance of the last-used template, click New.

    Note: For details about the package template, click Information in the top right corner of the package screen.
  2. Specify the recipients, categories, and personalized email notification text.
    • Recipients

      Select the person who you want to send a package to from the list, or search for the recipient by typing a name or email address in the search field, and click Search. Select the user in the search results list and click Choose to add this user to the recipients list. If your administrator has configured Media Exchange with Active Directory or LDAP authentication services, a drop-down list appears beside the search field. Choose Local Directory to search for users currently registered in the Signiant Media Exchange database, or Global Directory to search for users in your corporate directory. Select more than one user by using Ctrl+click (for multiple non-consecutive users) or Shift+click (for multiple consecutive users).

      The search returns all users who have a first name, last name or email address that begins with the search term. If the user directories contain multiple entries with the same first name, last name and email address, only one of the users will be displayed. Performing a search of the Global Directory with a blank search field will not return any results, while performing a search with multiple words will result in the use of two search terms. For example, entering "van Gogh" will return results if a first name or last name starts with the search term "van Gogh". Entering "Vincent van Gogh" will return results if a first name starts with "Vincent" and a last name starts with "van Gogh" because the search term is split at the first blank character into separate firstname and lastname search terms.

      Global Directory search results are limited to the first 100 matching users. To narrow your search, use a more specific search term. Users selected from Global Directory search results will be automatically added to the Local Directory for future searches.

    • Channels

      To publish to a channel, click Search to display a list of available channels. Select a channel from the list and click Choose. Specify multiple channels by using Ctrl+click or Shift+click. Type a name in the field and click the Search icon to locate a specific channel.

    • Personalized Email Notification Text

      Use this optional field to include a personalized message that is included in the package notification email sent to all recipients.

  3. In the Package Title field, specify a name for the package (this is equivalent to an email subject).
  4. In the Package Description field, add information (including metadata) to associate with the package.
  5. In the Files field, specify the files to include in the package. Click Add Files and select the files.

    Files selected from the local computer will be uploaded for processing on the Media Exchange server. Files selected from My Agent do not need to be uploaded. In cases where users want to transfer a large number of files (several hundred or more), it is recommended to first combine the files into a single compressed (zipped) file to improve transfer performance. To remove a file from the list, select it and click Remove.

    If you're using the Signiant Transfer API, the you can add files on a remote agent to the package. Click Add Remote Files to browse a remote agent and select files.

  6. Optionally, a file can be tagged as metadata or designated as the thumbnail image to use for the package. Click the Tag field in the Files list, choose the value from the drop-down list, and press Enter.

    The Package Thumbnail panel displays the thumbnail image associated with the package. Only one thumbnail image per package is allowed.

  7. In the Package Availability panel, specify the date and time when the package is available for download or when it expires.
  8. In the Package Options panel, place a check in the Allow this package to be forwarded box to enable users to forward this package to other users.

    Place a check in the Enable Package Encryption box to ensure your data is encrypted until the recipient "unlocks" the content - by entering the password that you've set.

    Note:
    • Your data is always encrypted during upload and download
    • The encryption option cannot be edited in a draft package
    • Files tagged as thumbnails or meta data will not be encrypted
    • Files selected from My Agent will not be encrypted
    • If you enter an incorrect password while downloading an encrypted package, you will be prompted to re-enter the correct password.  If you fail to enter the correct password several times in a row*, you will be unable to download any encrypted packages until you log out and log in again.  
    * The number of retries before lock out is the Maximum Failed Login Attempts parameter under the user properties.
  9. If enabled by the Media Exchange administrator, the Interested Parties panel can be used to specify the email addresses of other people to be notified when packages are delivered or downloaded. These people do not have to be users in the Media Exchange system. The email that is sent to these addresses will not contain a link to the package and therefore the email recipients will not be able to access the package. Addresses entered in the Blind Copy field are not visible to other email recipients.
  10. Click Submit to begin uploading and/or processing the package.

    Clicking Cancel stops the new package creation, and optionally saves it to the Drafts folder.

    After submitting the package, its progress is displayed for the duration of the upload.

Note: Uploads and downloads can only occur when the user is signed into an active Media Exchange session. Transfers of packages will continue even if a user has exited from an active Media Exchange session.

Upload/Download Status

Once a package upload or download has been started, users can monitor the status of all active transfers by clicking the Uploads/Downloads folder on the left side of the user interface. The status of each transfer is displayed, and provides options to pause, resume, or cancel. Active transfers display the name of the file that is currently being uploaded or downloaded and the estimated time remaining in the transfer. Queued uploads or downloads display the estimated time remaining in the queue. Successfully completed transfers are only displayed for the duration of the web session, but can also be manually removed using the 'clear' option.

Star icons beside the transfer indicate the type of transport:

  • 3 Star Service = Optimal Connection: Signiant Accelerated (UDP protocol)
  • 2 Star Service = Improved Connection: Signiant Regular(TCP protocol)
  • 1 Star Service = Normal Internet Connection(HTTP protocol)

The following is an example of a package upload:

mx_transfers.png

Resend

After the package is successfully uploaded to the server, it is displayed in the Processing folder. If package processing is canceled or the package fails to be sent to the recipients, it will remain in the Processing folder in the Canceled or Failed state. From this folder, the package can be resent to the original recipients.

To resend a package, select it and click Resend.

Forward

After a package has been successfully sent, it is displayed in the Sent folder. If the administrator has enabled the ability for the user to Forward packages, a Forward button is displayed on the action bar. From this folder, the package can be forwarded to other recipients.

To forward a package, select it and click Forward.

View Details

The View Details page displays information about the package and the names of the enclosed files.

To view package details, do the following:

  1. Select the folder that containing the package.
  2. Select the package and click View Details.

Edit

You can only edit packages which you own. To edit a package, do the following:

  1. Select your Sent folder.
  2. Select the package you want to edit and click Edit.
  3. Make your changes and click Submit.

Delete

To delete a package, do the following:

  1. Select the folder containing the package.
  2. Select the package you want to delete and click Delete.
  3. Click Yes to confirm the package deletion.

To delete a package that you created and sent to another user, you can select the Channel to which it was sent, select the package and click Delete.

Once you delete a package that has been sent to a group, other members of the group will no longer have access to the package.

Download

To download a Media Exchange package, do the following:

  1. Select the package and click Download on the Media Exchange toolbar.
  2. If you are downloading an encrypted package, you will be prompted for the package password that was set by the package sender. Contact the sender if you have not already been provided the package password. Exceeding the allowable number of invalid password attempts will result in downloads of encrypted packages being disabled for the remainder of your login session.
  3. If prompted, specify the directory to save the package, and choose Select.
  4. To download specific files from within a package, select the package in the list and click View Details on the toolbar, then select the file(s) to download and click Download.
  5. Click the Uploads/Downloads link in the left pane to view the status of the download. The status of each transfer is displayed, and provides options to pause, resume, or cancel.
Note: Media Exchange will overwrite any target files that have the same file name as in the Media Exchange package, with no warning that the existing file is being overwritten.

Drafts

The Drafts folder contains packages that are not complete or have not uploaded successfully. If you Cancel the creation of a new package, you can save it to the Drafts folder for later editing and sending.

Upon clicking Submit, the package is placed in the Drafts folder until the Upload is completed. If you need to shutdown your Media Exchange application midway through the upload of a package, you can resume the transfer at a later time without losing your work. To resume an upload, ensure that you enter the same recipients as your previous attempt.

To edit and/or resume sending a package in the Drafts folder, do the following:

  1. Select the Drafts folder.
  2. In the list, select and then double-click the Package.
  3. Specify the recipients, files and package options and then click Submit.

Guest Users

The Media Exchange administrator can give users the permission to create "guest" users within the Signiant Media Exchange system. Guest users are temporary users whose accounts expire after a default life span of 30 days. Guest users receive an email notification of a Media Exchange package delivery, including a link to activate their temporary account. By default, Media Exchange permits guest users to only receive packages. Additional guest user privileges (for example, to create or forward packages) must be granted by the administrator.

To determine whether you have the ability to create a guest user, login to Media Exchange and create a new package. In the recipients field, enter the email address of a person you know to be outside the system (e.g. your home email account). If the Media Exchange application allows you to send to this recipient, you account has the permissions to create guest users.

Media Exchange guest users can download packages sent to them using the following procedure:

  1. Open the "Signiant Media Exchange Package Delivery" email.
  2. Click the Activate your account link.
  3. Register with Media Exchange by supplying the required user information, and click Activate. The Media Exchange web client then opens displaying the Inbox that contains the package(s).
  4. Proceed with the instructions as outlined in Packages.

Deployment

The following diagram illustrates an example of how Media Exchange might be deployed within your organization. Contact your Media Exchange administrator for more information if necessary. Generally, you will only need to know the URL (e.g. https:\\mxserver.acme.com\signiant\mx) for the Media Exchange Web server that you need to login to. Media Exchange clients - e.g., desktop and mobile clients can also connect to Media Exchange to provide support for unattended media transfers and mobile user access.

mx_deployment.png

Browsers

On the Media Exchange login page, the browser version is checked to determine if it has been tested. If the browser version has not been tested, Media Exchange displays a warning and a link to the tested browsers and corresponding versions by operating system.

Media Exchange is supported on the following tested browsers:

Windows 7, Windows 8, Windows 8.1, Windows 10

  • Internet Explorer 10, 11
  • Mozilla Firefox 30 - 43
Signiant App for Interactive Transfers
  • Google Chrome 30 - 47
  • Microsoft Edge 12, 13

Macintosh OS X 10.9, 10.10, 10.11

  • Apple Safari 7, 8, 9
  • Mozilla Firefox 30 - 43

Media Exchange Desktop Client

  • Window 7, 8, 8.1, 10
  • Macintosh OS X 10.8.4, 10.9, 10.10, 10.11

Troubleshooting

The following describes connectivity errors users may encounter with Media Exchange, and suggested resolutions. There are several issues that may result in a failure to connect to a Media Exchange server or in loss of connectivity during a transfer.

The following outline a summary of connectivity issues:

  • Does Media Exchange not start-up properly?

    During Media Exchange start-up, the following message is displayed:

    java_init.png

    At start-up, two checks are performed:

    • Java runtime version detection
    • Signiant Content Transfer Engine (CTE) Java applet verification

    The Signiant CTE Java applet must be installed and operational in order to be able to add files to packages, upload packages, and download packages. If errors are detected, the following messages are displayed:

    • Windows

    • Macintosh

    If the following states are encountered, the corresponding actions should be taken:

    Java installed Java runtime enabled Java applet plug-in enabled Action
    Yes Yes Yes This is the normal state.  No action is required.
    No n/a n/a This is the initial Mac OS X 10.7 state, since Java is no longer installed with the Mac OS.   Action: Click on the “Missing Plug-in” link to install the Java runtime, enable the Java runtime, and enable the Java applet plug-in.
    Yes Yes No This is an unusual state.  Action: Click on “Inactive Plug-in” to enable the Java applet plug-in.
    Yes No Yes This is an unusual state.  Action: Check and fix the Java Preferences (see Note 1 below).

    In order to check the Java Preferences and enable a supported Java runtime follow these steps:

    • Windows

      From the Control Panel, launch the Java Control Panel and select the Java tab. Click the View button.

      This opens the Java Runtime Environment Settings dialog, which allows you to enable one or more supported Java run times by clicking the corresponding Enable checkbox.

    • Additionally, you need to enable Java plug-in support in your web browser.

      Mozilla Firefox

      1. From the Firefox menu, select Options > Options.
      2. On the General tab, click Manage Add-ons.
      3. Click Enable for the Java (TM) Platform and close the window.
      4. On the Options window, click OK.
      5. Restart your browser.

      Microsoft Internet Explorer

      1. From the Internet Explorer menu, select Manage Add-ons.
      2. On the Manage Add-ons window, select Java (TM) Plug-In SSV Helper and click Enable.
      3. If prompted, click Enable again.
      4. On the Manage Add-ons window, click Close.
      5. Restart your browser.

      Google Chrome

      1. In the Address Bar, type chrome:plugins and press Enter.
      2. On the Plug-ins page, click Enable below Java (TM).
      3. Click the x to close the Plug-ins page and restart your browser.
    • Macintosh

      From the Finder, select the Go / Utilities menu item. This will open the Utilities dialog.

      Double-click on Java Preferences from the list of items.

      This will open the Java Preferences dialogue, which allows you to enable one or more supported Java run times by clicking the corresponding On checkbox.

       

  • Are you using Apple Safari 6.1 or 7 and having problems running the Media Exchange Java applet plug-in?

    Apple has introduced a new security feature for Safari 6.1 and 7 that restricts the capabilities of browser plug-ins. For Media Exchange, this security feature prevents the Media Exchange Java applet plug-in from accessing your files.

    Safari does allow you to control this security feature with the plug-in manager. To enable the Media Exchange Java applet plug-in, do the following:

    1. From the Safari menu, select Preferences and click the Security tab. Ensure Allow Plug-ins is enabled and then click Manager Website Settings.

      The Manage Website Settings panel displays the available plug-ins. Select Java and on the right, your Media Exchange website is displayed.

    2. Right-click your Media Exchange website and select Allow and Run in Unsafe Mode.

      When prompted, click Trust.

    3. Now the Manage Website Settings panel displays the Media Exchange website as set to Allow with a warning symbol displayed beside it.

     

  • Has Mozilla Firefox 18 and higher versions deactivated java?

    If you're using version 18 or higher of Mozilla Firefox, you must permanently activate Java in order to use Media Exchange. To activate Java, do the following:

    1. In your Mozilla Firefox browser, click the red plugin icon in the address bar.
    2. In the message window that opens, from the Activate All Plugins drop-down menu, select Always activate plugins for this site.

     

  • Does your firewall allow Media Exchange traffic? 

    You may not be able to connect to your Media Exchange server on the ports required by Media Exchange. Media Exchange requires several ports depending on the functionality being used by Media Exchange:

    WAN Accelerated Transfers: Outbound - UDP 49221, Inbound â€“ UDP 49221 – 49321

    TCP Transfers: TCP 49221

    HTTP Transfers:TCP 80, 8080

    If you are unable to connect to your Media Exchange server, it may be due to a firewall between your browser and the Media Exchange server. The following connectivity issues may affect Media Exchange:
    • A local or personal firewall running on your workstation is blocking inbound or outbound traffic on one or all of the ports listed above. Contact your local network or systems administrator to help verify this.
    • A corporate or network firewall at your site is blocking inbound or outbound traffic on one or all of the ports listed above. Contact your local network or systems administrator to help verify this.
    • A corporate or network firewall at the Media Exchange server site is blocking inbound traffic on one or all of the ports listed above. Contact your Media Exchange administrator to help verify this.
    • A local or personal firewall running on the Media Exchange server is blocking inbound traffic on one or all of the ports listed above. Contact your Media Exchange administrator to help verify this.
    If you are confident that you have no firewall rules that may be blocking the traffic between your workstation and the Media Exchange Server, contact the administrator for the Media Exchange Server. That person will be able to determine if the connection request from your workstation is reaching their network, and can work with you (and possibly your firewall administrator) to resolve any issues. If both accelerated and non-accelerated transfers are not possible due to a firewall, and this firewall cannot be modified to allow these transfers, ask your Media Exchange administrator if it is possible to create a Media Exchange transfer profile that includes HTTP.
  • Are you able to resolve the name of the Media Exchange server?

    Media Exchange connectivity may be affected by name resolution issues. If the name of your Media Exchange server cannot be resolved or resolves to an incorrect IP address, then you will not be able to connect to your server and upload/download any content.  Check with your Media Exchange administrator to determine which Media Exchange server your login account uses.

    Check with your Media Exchange Administrator to make sure that your Media Exchange server name can be resolved and that you are resolving the name correctly. If you are still not able to resolve the server name, your Media Exchange Administrator can provide you with instructions on how to set up the required name resolution. If you are able to resolve the name of your Media Exchange server, it is possible there is a resolution issue on the server itself.  Ask your Media Exchange administrator to verify that your server can resolve itself and that its name resolution is configured correctly.

  • Do you have an incorrect transfer profile selected?

    The Media Exchange transfer profile under which you are performing uploads or downloads may have restrictions preventing transfer completion (for example, the profile may restrict uploads and downloads to WAN accelerated (UDP) only, when your network configuration permits only HTTP). Try choosing a different transfer profile (in the Preferences>Transfers menu), and run the transfer again. If this does not work, speak to your Media Exchange Administrator about editing the transfer profiles available to you.

  • If you use a Web proxy, is it allowing Media Exchange traffic?

    An error will occur if the proxy your web browser is configured to use cannot provide the network connections required by Signiant Media Exchange. To fix this problem, do the following:

    • Check your proxy settings and ensure they are correct.
    • If they are correct and you are still receiving error messages, send the settings you were provided and the error message to your local network administrator.
  • Are you able to reach the network hosting your Media Exchange server?

    Routing issues may be a result of general network connectivity problems. If your network connection status shows "connected", verify that your network connection settings are correct. Then have your Internet Service Provider (ISP) or network administrator review the configuration for accuracy.

    and then follow the procedures that follow.

    Verify Connection Status

    Windows

    • Choose Start>Settings>Control Panel.
    • Double-click Network Connections.
    • Right-click the network connection you are currently using and choose Status.
    • If it the network does not display as "connected", follow the steps below, depending on the type of network you are using.

    Unix

    • Launch a command line or terminal window to invoke a new shell
    • From the command line issue the command ifconfig
    • You are looking for the keyword "UP" in the output.  For example:

      eth0

      • Link encap:Ethernet  HWaddr 00:0C:29:81:4C:19
      • inet addr:10.0.1.173  Bcast:10.0.1.255  Mask:255.255.255.0
      • inet6 addr: fe80::20c:29ff:fe81:4c19/64 Scope:Link
      • UP BROADCAST RUNNING MULTICAST MTU:1500 Metric:1
      • RX packets:9587472 errors:535 dropped:579 overruns:0 frame:0
      • TX packets:8791635 errors:0 dropped:0 overruns:0 carrier:0
      • collisions:0 txqueuelen:1000
      • RX bytes:1473561531 (1.3 GiB) TX bytes:2543141830 (2.3 GiB)
      • Interrupt:177 Base address:0x1400

    This represents a machine with a single interface card (eth0) and the standard loopback interface (lo)

    To verify connection status on a Mac, follow these steps:

    • From the Apple menu, choose System Preferences.
    • In system preferences, choose Network.
    • From the resulting network dialog, ensure that at least one of the devices has the status of "Connected".

    Wired Network

    If you are using a wired network whose status is not connected, do the following:

    • Check that the cable is plugged in securely and the LED is lit.
    • If the LED is not lit, check that the network device on the other end of the cable is functioning properly.  You may need to involve your local network administrator to verify this for you.
    • If the network device is functioning properly, try swapping network cables or ask your network administrator to assist.

    Wireless Network

    If you are using a wireless network whose status is not connected, do the following:

    • Check that the wireless antenna is turned on.
    • Right click on the wireless network connection.
    • Select View Available Wireless Networks.
    • Select your wireless network and connect.
    • If you receive an error, check with your network administrator.
  • Is your Media Exchange server functioning correctly?

    Your Media Exchange Administrator may have configured a Media Exchange transfer profile to use HTTP as a protocol. Check with your Media Exchange administrator to make sure that HTTP is enabled and running on your Media Exchange server.

  • Is a network device interfering with the Media Exchange traffic? 

    Traffic shaping within your network or that of the Media Exchange server may cause slow transfers/disconnects. Knowing you network infrastructure is vital for troubleshooting transfer disconnects. If your network contains bandwidth management or traffic shaping tools, there is a possibility that this may be causing intermittent transfer disconnects. Common network tools like policing and shaping are Quality of Service (QoS) components used to limit traffic flow.

  • Does your ISP throttle or "shape" specific traffic?

    Internet Service Providers (ISPs) are increasingly utilizing technology to police or shape internet traffic across their networks. This practice is becoming more prolific with the rise of high-bandwidth peer-to-peer file sharing technologies. Traffic shaping may cause intermittent disconnects. ISPs use traffic shaping to control the volume of traffic and impose a maximum transfer rate in order to guarantee quality of service. ISPs ensure bandwidth throttling by imposing delay on packets such that they meet some specific constraint. This delay limits bandwidth during peak times and may cause transfer disconnects. Contact your ISP to see if there are any traffic shaping policies that may be causing disconnects.

  • Is the network MTU too low?

    Media Exchange connectivity may be affected by the MTU (maximum packet size) allowed over the network. The most common symptom is that you will be able to connect to the Media Exchange server for uploads/downloads, but the connection will drop once data transfer begins. Also, small files may experience no connectivity issues while larger files may experience failures. Make sure you are using the correct Media Exchange transfer profile for your uploads/downloads. If you have multiple Media Exchange accounts, make sure you are using the correct account. If you are still having an issue, contact your Media Exchange Administrator to see if the MTU setting on your Media Exchange agent should be adjusted.

  • Does the Media Exchange server have sufficient disk space?

    It is possible that there is not enough disk space on your Media Exchange server to complete the transfer. Contact your Media Exchange administrator about increasing the storage capacity of the Media Exchange server to accommodate the content you are attempting to upload.

  • Is there a problem with Internet connectivity?

    Losing a connection during the transfer may be due to a network problem between your workstation and the Media Exchange server. Possibly, the network route between your workstation and the Media Exchange server has changed, which caused the transfer to disconnect. If you have another means of contacting the Media Exchange server, such as 'ping', 'telnet' or 'ssh', try it.  When you are again able to connect to the Media Exchange server using another method, attempt your transfer again. If you have no such ability, wait a short period of time and attempt the transfer again. On a successful reconnection, your transfer will proceed from where it left off.  If the reconnection attempt fails, that connection attempt will provide possible causes and resolutions for the failure. Contact your local network administrator for assistance diagnosing these types of failures.

  • Is your workstation heavily loaded with too many concurrent tasks?

    There are several reasons the load on your workstation may be too high, and affecting your Media Exchange upload or download:

    • You may be transferring too many packages at the same time. If this is the case, reduce the number of concurrent package uploads or downloads.
    • You may be running too many applications on your workstation. (Check this by examining your CPU performance levels.) Close any resource-intensive applications and try your upload or download again.
  • Are you sending from a USB drive or other non-local storage?

    A Media Exchange upload or download may be affected by storage issues, including the following:

    • Insufficient free space on your workstation
    • Insufficient free space on the Media Exchange server
    • Loss of access to storage space
    • Slow response of storage
    • Storage inability to support Media Exchange transfers

    The topics below provide possible resolutions to these issues.

    Insufficient Free Space on Your Workstation: A Media Exchange download from the server to your workstation requires sufficient free space in the specified destination folder. Insufficient space results in a halted transfer when the free space is exhausted.

    The size of the package is displayed in the Media Exchange interface. Use this value when determining if sufficient storage space is available on your workstation.

    Insufficient Free Space on the Media Exchange Server: A Media Exchange server requires enough storage capacity to hold the files uploaded to the packages Media Exchange users create. Insufficient storage space results in a halted transfer when the free space is exhausted. The Media Exchange Administrator must ensure that there is sufficient storage space for packages sent to the server. 

    Loss of Access to Storage Space: A Media Exchange package upload or download can be halted due to the loss of access to the storage space. This can happen on the Media Exchange server, but is more likely to happen on your workstation. The loss of access to storage space could be a result of the following conditions:

    • mechanical failure
    • disruption in connection to network storage
    • premature disconnection of removable storage devices such as external hard drives and USB drives

    As a Media Exchange user, you need to be aware of when transfers are occurring, and be careful not to perform actions that may result in the loss of access to the storage.

    Slow Response of Storage: A Media Exchange package transfer can be halted by a file storage system that has a very slow I/O (Input Output) time. This can happen in certain Storage Area Networks and shared disk arrays where changes in the file system are synchronized with a remote central server. The Media Exchange software can interpret such delays as a network problem and will interrupt a package transfer for this reason. Media Exchange users need to be aware of the type of storage which is used in a package creation or download. If uncertain, a test using a small amount of data can indicate how the storage will handle Media Exchange transfers.  Contact your Media Exchange administrator for information on the storage utilized by the Media Exchange server

    Storage Inability to Support Media Exchange Transfers: A Media Exchange package transfer can be halted when certain types of file storage systems are used that will not allow the appending, removal or renaming of files. WORM (Write Once Read Many) storage systems are used in situations where backup file integrity is required. These storage systems do not allow appending, deletion or removal of files. Media Exchange needs to be able to rename and remove work files.

    Media Exchange users must avoid the use of WORM storage devices or other storage devices that limit the appending, renaming or removal of files. If uncertain, the user can test by copying a file to the storage device and then perform operations such as editing, renaming and deletion to determine that there are no file handling restrictions.

  • Is the Media Exchange server currently experiencing a high load?: There may be too many concurrent users connected to the Media Exchange server. Retry your upload or download at a later time. If this problem persists, check the other resolutions in this help, and if needed, contact your network administrator or your Media Exchange administrator.
  • Users cannot logon to Media Exchange web server located in DMZ The Media Exchange webserver must be able to communicate with the Signiant Manager. Allow (src Media Exchange Web server) to (dst 49226-49233 Media Exchange Manager) .
Note: If you are unable to download a package that contains Unicode characters in the filename, or if you download a single file and the download creates the entire directory structure on your local machine (instead of just downloading the file), this could indicate that your Manager has been migrated from version 8.1 to version 8.2, but your agents have not been upgraded. Speak to your Media Exchange Administrator to correct this issue.