Troubleshooting Telescope Uploader Issues

Overview

This article shares the process of troubleshooting the most common uploading problems related to Telescope Uploader. OnDemand customers should raise a support ticket for help with issues with their Telescope Uploader installations.

 

Information

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Pre-requisites

TeleScope Customer Environment Details - You should perform the below steps in the App instance.

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Steps To Fix

Follow these steps to start troubleshooting:

  1. Start by verifying that TSWeb is up and running. Telescope Uploader uses the same resources as the TSWeb portal. Log into your TSWeb portal and validate that it is working correctly. If it is not loading correctly, restart all TSWeb instances on all Web Application Servers by following these steps:
    1. Open the WebObjects Monitor.
    2. Click on the red circle button to stop TSWeb.
    3. Click on the green circle button to start TSWeb.

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  2. Check the space available on the server where Telescope Server is installed. If it shows nearly 100% space usage, free up some space or expand the volume. Full space usage on the server commonly causes the uploading never to finish (without reporting any errors).
    Note: If you are an OnDemand customer, and your support representative confirms that you have reached your storage capacity, please contact your Account Manager to discuss the options for increasing your storage.
  3. Telescope & TSUploader should be updated at the same time to avoid any inconsistencies in the versions at both ends. Attempting to download TSUploader from the website will throw an error dialog as shown below if there is a version mismatcherr-dia.png
    Alternatively, you can do the following steps to find out the versions of Telescope & Telescope Uploader and see if they are the same:
    1. To find the TSUploader version on the Telescope Web Server, locate C:\inetpub\wwwroot\tsweb\default\BrowserPlugins\TSUploader-940.exe and right click the executable > Properties > Details tsupprop.png
    2. The Telescope version can be found by clicking on the top left corner of the Telescope Logo or the company logo.
    If there is a version mismatch, then follow the Updating Telescope Uploader on Server KB article to update the TSUploader installer. Clients can be updated by following this article.
  4. If you are still experiencing issues, retrieve the log files for Telescope Uploader and send them to the support team for further troubleshooting.

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