Troubleshooting the high-speed uploader

If the high-speed uploader isn’t working in your IT environment or you cannot ingest uploaded files, you can troubleshoot your issue (see below) or contact our Support team.

I’ve downloaded the high-speed uploader, but DISCO is still telling me to download it.

Contact our Support team.

The uploader is going very slowly.

Find out if you have SSL inspection enabled on your firewall, because this will degrade the uploader’s performance. If you do have SSL inspection enabled, ask for it to be disabled for uploader traffic.

If you do not have SSL inspection enabled or if disabling it did not work, restart the uploader by following these steps:

1. In your computer's system tray, right-click DISCO Agent and then click Exit Agent.
2. On the DISCO home page, in the main menu, click Ingest. The uploader will have restarted and the upload should continue.

If this doesn't work, contact our Support team. You will need the agent-log.txt file, which you can access by doing the following:

• (On a PC) In File Explorer, paste %localappdata%/CSDisco/RIFT/ into the address bar.
• (On a Mac) In Finder, navigate to /Users/yourname/Library/Application Support/CSDisco/RIFT.

I’m seeing the 404 error message.

This error can occur when there is a temporary connection issue. Wait 10-15 seconds and refresh the page.

If the issue persists for longer than one minute, contact our Support team.

I’m seeing an error message reading “Connection lost.”

Check your network connection. Is your computer connected to the internet?

If so, restart the uploader application:

1. In your computer's system tray, right-click DISCO Agent and then click Exit Agent.
2. On the DISCO home page, in the main menu, click Ingest. The uploader will have restarted and the upload should continue.

If this doesn't work, contact our Support team. You will need the agent-log.txt file, which you can access by doing the following:

• (PC) In File Explorer, paste %localappdata%/CSDisco/RIFT/ into the address bar.
• (Mac) In Finder, navigate to /Users/yourname/Library/Application Support/CSDisco/RIFT.