User received upload failed message

Problem

Users may experience an upload failed message while the Asynchronous processing is refreshing the available key limit.

Solution

Asynchronous processes happen within Covata Services by design.

  1. Request the user to log out and log back in after a period of five (5) minutes and try their upload again.
  2. During this time, the process to refresh the available key limits will have completed and their upload should complete successfully.

Escalation

User uploads may also fail due to failures to retrieve the Cipher state within Covata services. This will require inspection of the log files to determine the currently reported error, and a possible restart of the service nodes.


Additional information

Check access service and content service logs for cipher state retrieval failures. 

If present, a service restart on that node will rectify the issue. 

This should be reported to Covata, with the accompanying log files for further diagnosis.