Troubleshooting

The ExpeDat applications may report diagnostic messages if an unusual or aberrant condition occurs.  If the software does not appear to be working as expected, please re-read the documentation, including the "Known Issues" section and the list below.  If the performance is not as expected, be sure to read the performance chapter.

You may also find useful tips amongst the DEI Tech Notes.  If you are unable to resolve the problem, contact DEI technical support at +1 617-500-0002 ext. 2 (US Central Time), or submit a technical support request.

When reporting trouble, describe the circumstances as fully as possible.  Include the exact text of any messages and the revision codes of the applications.  The GUI version can be found by clicking the "Help" or Options Opt button.  Version codes in the CLI versions are displayed by adding "–v" to the command line.  Information about your networking environment, such as link type and speed, operating systems, and types of files being transferred is also very helpful.

Following are some circumstances and diagnostic messages which you may encounter when using ExpeDat:

Clicking an expedat:// URL results in an error such as:
OS X doesn't recognize Internet addresses starting with "expedat".
No suitable application could be found to open the indicated document.
Some content or files on this webpage require a program that you don't have installed.
The protocol "expedat" does not have a registered program.
Navigation to the webpage was cancelled.

Either MTPexpedat is not present, it was moved, or it was deleted.  See the Clients for Web Integration chapter for instructions.

Local Network: No Application at Given Port

This most likely means that the server is not currently running on the machine indicated by the server address or port.  Check that you have entered the correct address and port into the client.  If the server is running on a private network that is different from the client's network, you must make sure that the server's router has Network Address Translation (NAT) correctly configured.  Also check that the client is using the public address of the router, not the private address of the server.

Bad Credentials, Username, or Password
Invalid username or password

You have not provided a valid username and password as required by the server.  Verify that you are contacting the correct server and that you have correctly typed the username and password.  See the Users chapter for details of how servedat matches usernames and passwords.  For a new server installation, see the Adding Users chapter for step-by-step authentication setup instructions.

No communication from the server for a while. Still Trying...

This warning occurs when there has been no communication from the server for several seconds.  The current transaction is still active and the client is still trying to reach the server.  If the transaction is able to resume, you may see a message such as "Server communication restored".  If the server remains inaccessible, the current transaction will fail as described below.  In either case, you should investigate your network for connectivity problems.

Local Network: No Response

This indicates a connectivity problem.  Verify that you are using the correct server address and port number.  Check the network connectivity between the two systems and make sure that an ExpeDat server is running on the remote system.

If there is a firewall or NAT device in the path, make sure that it is configured to pass through the UDP port number of the server.  For ExpeDat, the default server port is UDP 8080.  See DEI Tech Note 0002 for detailed instructions on configuring firewalls.

If the server you are contacting hosts multiple IP addresses, try using its default address (usually the first one listed by "ifconfig -a" or "ipconfig /all").  Note that servedat can be configured to bind to a specific local address by using the "-n" option or Interface configuration variable.

Data transfer doesn't seem any faster

ExpeDat cannot move data faster than the slowest component of your data path.  This includes network links, hard-drives, routers, and every other device from a file's source to its destination.  Carefully read the Performance chapter for information on evaluating and optimizing your data path.

Data transfer is very slow, much slower than other applications

If ExpeDat is transferring data more slowly than FTP or other TCP based applications, it is usually due to the configuration of one or more network devices.  ExpeDat is not supported with devices designed only for TCP/IP.  This includes SSL VPNs and all network emulators.  Firewalls and Quality of Service devices may be configured to restrict performance for different applications and may even discriminate between different UDP applications.

Carefully read the Performance chapter for information on evaluating and optimizing your data path.

Waiting for storage
Waiting for Server
Data transfer seems to pause at the end of a long transfer.

ExpeDat includes the time it takes to write data to disk when calculating transfer times.  Some other applications claim to be done while your data is still cached.  See Write Confirmation for details.

I cannot find my files on the server

If the client does not specify a remote path, then the server will determine a Home Directory based on the username provided (if any), the server's run mode (QuickStart or Installed), and the server's configuration options.  Carefully read the Home Directories chapter for details.

Request Denied: User restricted to home directory

Absolute pathnames (those starting with "/", "C:/", or similar) are not permitted for Anonymous users, users with RestrictHome enabled, when the server is in QuickStart mode, or when the global RestrictHome option is enabled.

The license period for this software has expired

You are using a trial or temporary license version and the time limit has expired.  You must download an updated version from either the DEI website or your customer download site.  See Tech Note 0012 for tips on updating your software, particularly if you are getting this error after installing purchased software.

The license code is not accepted or not remembered

Licensed (non expiring) versions of the software may require that you enter a license code the first time you run the software on new hardware.  If a computer has multiple network interfaces, such as ethernet and WiFi, a license code may need to be entered separately for each interface.  You must enter the specific license code that matches the software and hardware you are using.  For more information about license codes, see the Setup chapter.  For more license code error messages and their possible meanings, see Tech Note 0027.

Unable to resolve host

The Domain Name or IP address could not be understood.  Verify that you are using the correct name and that your system is online.

Object Busy: Try again later

The file you are attempting to access is being used by another transaction or application.  If it is being uploaded by another ExpeDat transaction, you may receive an estimate of when it is expected to complete.

Server Busy
Server Capacity Exceeded: Try again later

The server may be beyond its configured capacity.  Try your transaction again later.  If the problem persists, contact the server administrator.

Encryption Error

If either the client or the server requires encryption which the other does not support, then the transaction will not be allowed to proceed.  Check that both the client and the server are configured to use encryption and that they belong to the same security space.  See the Encryption section for details.

Nothing works and I get messages about not being initialized

There was a problem when the application was started.  Quit and start again, watching for any messages about specific problems.

Typing Control-C during "movedat" doesn't stop it.

movedat allows multiple levels of transaction abortion, ranging from a graceful shutdown, which can take several seconds, to immediate abandonment.  The "movedat" program starts with the lowest level and escalates until the transaction is completely abandoned.  Type Control-C again to escalate the abort.

"MTP0" "DOC0" or "SEQ0" messages are appearing

These messages are produced if MTP encounters very unusual conditions or errors.  If you are unable to resolve the issue based on the message output and the problem persists, please contact technical support for assistance.