Troubleshooting

SyncDat 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, then check the list below for suggestions.  You may also find useful tips amongst the DEI Technical Notes.  If you are unable to resolve the problem, contact DEI technical support at 405-292-2280 or submit a technical support request.

If you purchased SyncDat through one of our international sales partners, please contact them for support.

When reporting trouble, describe the circumstances as fully as possible.  Include the exact text of any messages and the revision codes of the applications. Version codes for syncdat and servedat 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 SyncDat:

Operation fails with "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 a SyncDat 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 SyncDat, the default server port is UDP 8080.  See DEI Technical 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
MTP/IP maximizes utilization of your network path, but it can't go any faster than the slowest link.  On congested, broadband, wide-area network paths, MTP will almost always be faster because TCP is very inefficient in those environments.  But on slow, little-used, or local-area networks, TCP may be able to max-out your connection.  Also note that third-party hardware which performs compression or bandwidth management may be affecting the performance of both protocols.

Data transfer is very slow, much slower than TCP
Many factors can affect network performance.  If SyncDat is transferring data more slowly than FTP or other TCP based applications, it is usually due to the configuration settings of the software or network devices.

Check whether any of the routers or other devices in your network have been configured to constrain UDP data flow.  See above for advice on configuring firewalls.  If you are using a VPN, check that it fully supports UDP datagrams.  SSL VPNs do not fully support UDP and are not compatible with MTP/IP.  It may be helpful to temporarily disable firewalls or bypass other devices to isolate the problem.

If you have enabled compression or packaging, turn them off.  Compression and packaging are very CPU intensive and will not help with data that is already compressed, encrypted, or encoded.

For more suggestions on diagnosing performance and connectivity problems, see DEI Technical Note 0009, or submit a detailed technical support request.

"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.

The license code is not accepted or not remembered
Licensed (non expiring) versions of the software 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 will have 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.

"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.

"Server Busy"
This message indicates that the server or peer you are contacting is already in use or at maximum capacity and you should try again later.

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 licensed to use encryption.  If security is not a major concern, try turning off encryption.

"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.