TROUBLESHOOTING

My files are not being sent

You can use the file monitoring interface to check its state.

If the file isn't there :

1. check if the input credentials for the directory are correct
2. check the file filters (if you modified them)
3. check that the file is at most 30 days old (we don't send older files) ==> if needed you have to copy/paste older files in the same directory in order to modify the "modification date"
4. check that the file size is less than 2GB (we don't send huge files)

If the file is there :

1. check the status of your server (in the monitoring view). If service is red with a green connection test, it means that the Windows service did not start. You have to fully restart the Braincube Transfer service (follow the steps in the next section).
   
2. check that the directory from which the file came from is targeting at least one server

Fully restarting the BraincubeTransfer service

In rare cases, the service can be stuck in a weird state; in this case you should :

1. stop the BraincubeTransfer user interface (if opened)
2. stop the BraincubeTransfer service
3. start either the service or the user interface (make sure that both were stopped)

Connection to SSO failed during the Braincube Transfert installation

1.Make sure the proxy has been set and the machine has an Internet Access

1. You can try with a web browser to open Braincube Transfer. You should access to a page with "OK".
2. You can try with a web browser to open Onboard Transfert. You should access to a page with "OK"

Modifying the application settings by hand

Be careful, do not modify those files unless you absolutely need to.
Some settings do not appear in the User-Interface because they are considered correct as they are by default.
You may need to change some of them (rarely); in this case you should follow the first two steps below to properly stop the Braincube-Transfer.

1. stop the BraincubeTransfer user interface (if opened)
2. stop the BraincubeTransfer service

Before restarting the user interface, you can do the modification inside the save.json file, but first backup it up (make a copy).
After applying the change use the apply button in the user-interface.

1. start the user-interface
2. use the 'apply' button to run your modified configuration.

Some value may cause errors and/or malfunction of the service; if this does happen, restore your old configurations and apply it again (re-follow all the steps)

Here is a list of field that can be useful :

• datalifespan for directories : In case there is a lot of files, this may slow down the process since all the files which have been sent in the last 30 days are stored by default (to allow showing it in the file list)
• UpdateDelay and ModificationScanDelay for directories : In case you are slowly writing a file or want to slow down / speed up file inspection you may change those values (UpdateDelay is the delay between two 'file scans', and ModificationScanDelay prevents file being written during its duration to be input as a file (to prevent sending the same file over and over while it is being modified))

Offline revocation error

As a reminder, this fix is a workaround. The best solution is to allow Windows to update its certificate revocation list.
The latests version got a setting in the end of the networking/storage configuration page and a proper warning about the security risk it causes.

here is an article from Microsoft explaining the certificate revocation list.

A quick fix is to allow Windows to access the Microsoft website and in particular : crl.microsoft.com .

You should also allow access to Braincube's certificate's revocation URL that is specified inside the certificate (CRL Distribution Points)

Older way of doing it ( see Modifying application settings by hand )

1. Edit Braincube Transfer/BT/save.json using an administrator-started editor (Notepad in admin for example)
2. Modify "OfflineRevocationFix": false, to "OfflineRevocationFix": true

Firewall rules

We worked to get all the needed websites access required for setting up and using braincubetransfer in as few access points as possible.

Here is the list :

• Onboarding (configuration) : onboard.transfert.mybraincube.com:443

• HTTPS : <client name>.transfert.mybraincube.com:443

• SFTP : <client name>.transfert.mybraincube.com:2222

  Recommended :

• crl.microsoft.com

• You should also allow access to Braincube's certificate's revocation URL that is specified inside the certificate (CRL Distribution Points)

  There is no free space left on the drive

  This problem happens if the file upload has stopped working for long enough that the amount of free space you had on the drive got used by the files.

  It causes a lot of configuration files to become corrupted because they cannot be properly saved. First stop the service, then make some space available on the drive. Re-apply the configuration from the user-interface as the service will have an empty/corrupted configuration file.

  Make sure the uploads start again and let the upload take place as it'll slowly free some space.
  In case you can't have enough free space to let it run properly you can change the 'Storage time' to 0 hours so that the files that are sent will be removed as soon as possible.

Find in the diagram below the potential errors and their solutions:

How can I recover the service if the secret is unknown

It is possible to remove the secret from the service configuration file.

In order to properly do it :

1. This will requires Admin file access
2. Stop the UI
3. Stop the service
4. Remove the service configuration files :
   1. Remove C:\Program Files (x86)\Braincube\Braincube Transfer\ui_configuration.entries
   2. In C:\Program Files (x86)\Braincube\Braincube Transfer\BT\braincube-transfer.json change the Password field from ServiceSecret to "${}"
5. Start the UI

How can I still change the user running the service

It is possible to keep most of the configuration but the Braincube onboarding :

1. This will requires Admin file access
2. Reinit the password following the previous step How can I recover the service if the secret is unknown
3. Starts the UI and let it load the configuration
4. Change the UI to a configuration page (monitoring one will restart the service)
5. Stop the service
6. Remove the service configuration files :
   1. C:\Program Files (x86)\Braincube\Braincube Transfer\BT\braincube-transfer.json
   2. C:\Program Files (x86)\Braincube\Braincube Transfer\BraincubeData.json
   3. C:\Program Files (x86)\Braincube\Braincube Transfer\prikey.pem
   4. C:\Program Files (x86)\Braincube\Braincube Transfer\pubkey.pem
7. Change the service's user
8. Restart the service
9. Apply the configuration
10. Once all of this is done, you'll need to re-do the onboarding process to send data to braincube.