If this is the case, we offer a more technically detailed troubleshooting article. Under specific circumstances, a user might be experiencing an endless circle of Ci UI requesting to update Aspera Connect version, even though the user already has the most recent version installed:įigure 5: Install the latest version of Aspera Connect modal Ci keeps asking to install the latest version of Aspera Connect although it is already installed. For troubleshooting, please follow the steps mentioned at the top of this article (see 1. There may be different causes of a FASP process crash. It is a network-optimized network protocol developed by Aspera. The Fast and Secure Protocol ( FASP) is a data transfer protocol. "FASP process crashed" message occurs in Aspera Connect transfer window. To resolve this problem, a user has to get both ports open, likely by requesting assistance from his/her IT department.ģ. ![]() This kind of errors is usually caused by a network configuration on a client’s end - due to UDP or TCP ports being blocked by a firewall.įigure 4: Error establishing HTTP connection “Error establishing HTTP connection” message occurs in Aspera Connect transfer window. Another way to get into the logs folder is to use Ctrl+L hotkeys combination.Īlthough Aspera Connect does not provide a menu option to get into a logs folder via the UI for macOS users, they still can use ⌘+L hotkeys combination to open the folder.Īlong with the logs, a user has to send the test results generated by the Aspera Support Connect diagnostic tool (on Figure 1, there is a Copy button in the bottom right corner of the text window, in the Results column).Ģ. Files/folders are not getting transferred. The menu contains "Open log folder" option. Windows: C:\Users\ username\AppData\Local\Aspera\Aspera Connect\var\logĪlso, Windows users can expand the Aspera Connect menu by clicking on the Aspera icon in the system trail. copy all Aspera Connect logs and send them to or attach them to an existing Ci Support ticket. click IBM Aspera Connect -> Preferences -> General įigure 2: Switching Aspera Connect logging level to Debug If nothing does the trick, users should follow these steps: It is known that some antivirus programs might interfere with Aspera functionality and performance. If all issues mentioned above are addressed, but the user is still unable to transfer content to/from Ci via Aspera Connect, he/she may try to deactivate their antivirus software (if there’s any) and give transfer another run. Usually, a user has to request assistance from their IT department. Opening TCP and UPD ports, however, may be complicated. Unless a user has no permissions to install software on the machine he/she uses, it is fairly easy to address the top two problems - just install the most recent version of Aspera Connect plugin or upgrade your browser version. ![]() Aspera Connect plugin version is outdated Aspera Connect plugin version is not compatible with the browser version The diagnostic tool is capable of detecting the following problems: ![]() Users have to make sure that Aspera Connect is up and running on their machine, that the file they are attempting to test with has size less than 5 MB, and that the TCP and UDP ports are set to 33001.įigure 1: Aspera Support Connect Diagnostic tool, no issues detected. ![]() Aspera Connect transfer errors are rare, but how a user should deal with one if it does occur?Īlthough it might depend on what kind of error a user is experiencing, a good common starting point for troubleshooting would be to use the Aspera Support Connect diagnostic tool
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