Troubleshooting: File Transfers
If you're having issues with slow file transfers, transfers that stop, or error prompts before completion, there are a few things you should know when troubleshooting the problem:
- FileAssist performs ideally from a broadband connection, such as DSL, Cable Modem, T1, T3, and fiber connections.
- Our data center supports the highest connection speeds available, so you will always get the best performance that your Internet connection provides.
- Your upstream bandwidth is the single most important factor that affects upload performance and success.
- Even cable modems and DSL connections can operate at slower than expected speeds for the upstream portion of the connection.
What You Can Do
It's important to keep in mind that uploads will take longer than downloads. You may be able to increase speeds by taking one or more of the actions below.
- Contact us to reset your account.
- Restart your web browser and try again.
- Reset your browser settings to clear any settings that may be causing problems. In IE6 for XP Service Pack 2, you can choose "Reset Web Settings" from the Tools menu.
- Measure your upload speed with an independent test. Verifying connection speeds give you a true measure and allows you to anticipate actual upload times.
- Verify you are using the latest version of Internet Explorer and have applied all relevant Windows Updates (www.windowsupdate.com).
- Ensure you have at least 200MB of free space on all of your local hard drives.
- If you are telecommuting and connect to your office using a VPN, the routing can cause slow connects and may bloc transfers altogether. Disconnect the VPN and retry the transfer.
- Test whether it is only large transfers or all transfers that are failing by uploading, then downloading, a very small file (ex: 1KB).
- If you are attempting to download the file to a network disk or removable disk , try downloading directly to your local hard drive instead.
- If you are using a wireless connection when download problems arise, try the same downloads while connected directly. If it is only a problem during wireless connections, the wireless router may be imposing settings that are not reliable for large downloads or the connection itself may not be consistent enough for large continuous downloads.
- If the download fails or hangs just before completion, consider using a "Download Manager" software program, which will allow you to resume your download if it is interrupted. You can search for popular Download Manager software under the Internet category on CNet's site: www.downloads.com
- Close ANY and ALL other software programs running, especially Firewall programs, ad blockers (we have no ads), and any other software that could be interfering with file uploads and downloads. Once transfers are working, these can be added back one at a time to determine if there is any conflict. If you have already removed known programs, you can take the extra step of removing temporary installed Internet software components: Tools/Internet Options/Settings/View Objects/Delete.
- If you are behind a firewall and you are experiencing transfer problems with even medium-sized files (1MB or more) please consult your network engineer to see if there are any other limitations in-effect on your firewall.
A third-party software is available called WebDrive (South River Technologies), and it provides a local cache for files listed on your remote drive. This can speed up connections and result in improved performance in many cases over traditional mapped drive letters. The username and password is also stored in the software, so you will not be prompted repeatedly.
This software is recommended particularly for operating systems earlier than Windows XP and Windows 2003. This software is also recommended if you need to map a network drive letter with HTTPS encryption security - WebDrive supports this with their redirector. You can try the WebDrive software using their time-limited free trial.