Aspera Bugs & Issues
Aspera is a third-party service that 5th Kind licenses to provide expedited uploading and downloading of large files and groups of files. Sometimes when Aspera fails, the issue is on the Aspera product side and 5th Kind must provide details to the Aspera team to help resolve the issue.
Before reporting an Aspera issue, you can test your connection with Aspera here - https://test-connect.asperasoft.com/. If that doesn’t help resolve the issue, please follow the below instructions.
In this article:
INITIAL INFORMATION TO PROVIDE TO SOHONET’S CORE SUPPORT
User Name
User Role
Package Name
Size of package (or intended size, if the bug affects the size, i.e. reduces original number of files)
Screenshot of Aspera Connect app showing the file transfer (upload or download)
Screenshot of any error the app produces
Time and date when error occurred.
Follow Up Information: What to Provide Next
Upon further investigation, you may be asked to submit your user logs. User logs need to be gathered from two areas. The Aspera app and the Console app. One shows your Aspera activity and one is your computer activity, which is used to ensure that nothing on your computer or network side may have caused Aspera to error.
To access these logs, please see the instructions below. All logs should be sent as .zip files via email to [email protected].
HOW TO GATHER YOUR ASPERA LOGS
On Mac OS X
The easiest way to find your log folder is to click the Connect icon in the menu bar. (The icon appears when Connect is running.) If you don't see it, select Aspera Connect in your applications or in the computer dock to activate it.
Scroll down to Open Log Folder. This will open your Finder window.
Select all the .log files, and compress them into a .zip file.
On Mac OS X systems, Connect log files are located here:
~/Library/Logs/Aspera_Connect
The log file for the quick installer (a.k.a. one-click installer) is located in the same directory:
~/Library/Logs/Aspera_Connect/aspera-one-click-installer.log
On Windows
The easiest way to find your log folder is to right-click the Connect icon in your system tray. (The icon appears when Connect is running.) Activate the app, if you don’t see it.
In the menu that opens, select Open log folder:
Select all the .log files, and compress them into a .zip file.
On Windows systems, Connect log files are located here:
C:\Users\username\AppData\Local\Aspera\Aspera Connect\var\log
The Connect quick installer, introduced in version 3.9.6, also has a log file, located here:
C:\Users\username\AppData\Local\Temp\AsperaLog\ConnectInstall.log
On Linux
The easiest way to find your log folder is to right-click the Connect icon in the menu bar. (The icon appears when Connect is running.) Activate the app, if you don’t see it.
In the menu that opens, select Open log folder:
Select all the .log files, and compress them into a .zip file.
On Linux systems, Connect log files are located here:
~/.aspera/connect/var/log
If Syslog is configured such that the Aspera log information is segregated, logs are likely to be found in /var/log/aspera.log
HOW TO GATHER YOUR COMPUTER LOGS
On Mac
Your Mac keeps system logs, which can help diagnose and troubleshoot problems with macOS and your installed applications. If you need more information about why Aspera failed, you may be able to find it here. The application’s support team may need this information to fix the issue.
To view your Mac system logs, launch the Console app. You can launch it with Spotlight search by pressing Command+Space, typing “Console,” and then pressing Enter. You’ll also find it at Finder > Applications > Utilities > Console.
By default, you’ll see a list of console messages from your current Mac. You’ll see a variety of logs with file extensions like .awd, .crash, .diag, and .spin.
In this case, we’re looking for .diag and .crash files with ‘ascp’ in them. To see application logs, go to two places:
Click “System Reports” and scroll to files starting with ascp. Note that in the example above this is also a .diag (diagnostic) file.
Then go to “User Reports” for user applications. Click the files ending in .diag or .crash to view them in the Info pane. Scroll to find ascp files or click and search within them using the Search Bar.
For each instance in Step 3 where you do find relevant ascp .crash and .diag logs, copy the data from your logs to a text file, to export it and share it with support.
Note: To view another Mac user accounts' logs located under “User Reports” or “~/Library/Logs,” you’ll have to sign in as that user and then open the Console app.
How to create the Text File to send to Support:
First, click Edit > Select All to select all the messages on the current screen.
Next, click Edit > Copy to copy them to your clipboard.
Next, open the TextEdit application—for example, by pressing Command+Space, typing “TextEdit,” and pressing “Enter.”
Create a new document and then select Edit > Paste to paste the messages into the text file.
Click File > Save to save your text file afterward.
On Windows
The Windows Event Viewer shows a log of application and system messages, including errors, information messages, and warnings.
To launch the Event Viewer, just hit Start, type “Event Viewer” into the search box, and then click the result.
Events are placed in different categories, each of which is related to a log that Windows keeps on events regarding that category. Select the System logs which are related to programs installed on the system. DO NOT USE APPLICATIONS. Applications on Windows is used for Windows components.
Select the Events (errors, warnings, info) that list Aspera Connect as the program.
Copy over the details to a text document that the support team can use. Details below the image:
How to create the Text File to send to Support:
Open File Explorer and navigate to the folder where you want to create the text file.
Right-click in the folder and go to New > Text Document.
Next, select the Copy button on the event in Events Viewer to copy it to your clipboard.
Then right-click and Paste to paste the information into the text file.
Repeat Copy and Paste for each identified Aspera Connect event in the time period where your issue occurred.
Click File > Save to save your text file afterwards.
Last modified on 2020-10-13