Issues during the upload or download process

Document ID: 45240
Modified: 19/04/2019

You received an error message while uploading or downloading, or your uploaded file does not appear in Isabel.

Missing or invalid path (My computer is not a correct option)

This warning will appear when you have not selected a valid path, either by not selecting any path or by selecting 'My computer'. Please choose a valid path to store your CODA files, like your desktop, a specific map, ...

The upload takes longer than expected
The uploaded file does not appear in the list of transactions

Remainders of a previous upload session are causing issues, in most cases there was a network issue during a previous upload.

Resolution

  1. Clear your browser cache.

  2. Clear your temp files. Open the Windows start menu, type %temp% and open the corresponding folder. Select all files in the map and press delete. Confirm the action and wait until the map is cleared. It is possible some files remain.
    Stop the process multipleupload.exe or reboot your computer. Try to upload the file again.

  3. Copy the file to another folder or rename the file and try the upload again.

  4. An antivirus or security program might prevent Isabel from creating a temporary file. Change the settings and try again.
    Software known to interfere with Isabel 6.
Preparation of files to upload failed ! Disk full ?

Cause

You don't have rights to write on the folder used to upload the file. This might be the folder were the original file is located or your local %temp%.

Resolution

  1. Clear your browser cache.

  2. Contact your system administrator to obtain writing rights on the upload and/or %temp% folder.

Possible temporary solution: move the file to be uploaded to another location or upload from another PC.

Transactions - Upload File(s) remains empty

You start the upload of a banking file but the screen at the right side, where normally your pc's folders and files are presented, remains empty.

This happens because a necesarry Isabel activex component doesn't start.

Solution:
  1. Uninstall the Isabel security components.
  2. Check for the folder “Isabel Services” in C:\Program Files and C:\Program Files(x86). If still present, delete the folder “Isabel Services” from these locations.
  3. Reinstall the Isabel security components.
  4. Restart the computer.
  5. Now login to Isabel 6 and try to upload a file again.

There are no files in the folder you selected

When you are able to navigate to a folder in which upload files should be present using the Isabelb upload screen, but nothing is visible, please use the following instructions:

1. Check if there are actually any compatible files present

Check if there are actually any compatible files present by navigating to the folder using your normal Windows environment.

2. If the files are present, verify the configured user rights
  1. Open Internet Explorer and click on 'File' - 'Open'. Alternatively you can use the key combination Ctrl+O.
  2. Click on 'Browse' and navigate to the folder that contains the upload files.
    If you can not see the files, this is related to the configured rights of your Internet Explorer browser.
  3. Relaunch Internet Explorer as administrator, login to Isabel 6 again and see whether the files now become visible.
  1. The issue could also be related to the configured rights for a specific folder.
    Copy the files on your desktop or another suitable folder, and check whether the files can be accessed there via Isabel.
  2. Check whether another user with full admin rights can login on the pc, and whether he/she is able to see the files in Isabel 6.

If any of the instructions above helped in retrieving the upload files, you need to contact your IT and ask them to check your configured user rights.

3. Reset your browser
4. Reregister IE dll's
  1. Op the Isabel 6 Control Panel via: Start > All Programs > Isabel Services > Isabel 6 Control Panel
  2. Double click on 'Support'
  3. Click on IE
  4. Click on 'Register IE dll', accept any warnings that may appear.
  5. Reboot your pc, open IE and login to Isabel 6 again. Check whether the files have become visible now.
5. If the issue still persists, this might also indicate an issue with the related ActiveX Components
  1. Rightclick the ActiveXrereg file to download it.
  2. In the menu, click Save target as...
  3. In the Save As window, choose as location "Desktop".
  4. In the box File Name: you need to add .cmd at the end of the filename.
  5. Next in the Save as Type box, choose All files (*.*)
  6. Click Save.
  7. When saved, open the file by right clicking on it and select Run as administrator.
    • Accept any warnings that may appear. The process is finished once the black window disappears.
  8. Reboot your pc.
  9. Log in at Isabel 6 and verify whether the files are visible now.
6. Reinstall the Isabel Security Components
  1.  Remove the Isabel Security Components.
  2. Download and install the most recent version of the Isabel Security Components.

 

You can not find the network disk on which your files are stored

Verify using Windows Explorer (open it pressing  ) if the disk is present.

If the disk is not present : contact your system administrator to get access to the disk.

Open the File menu in Internet Explorer and select Open, then click Browse.
If the disk is not present, contact your system administrator to get access to the disk.

No certificate of the Isabel certificate authority was found
  1. Remove all Isabel certificates:
    • From the windows Start Menu, search for certmgr.msc and run this program as administrator.
    • Under Intermediate Certification Authorities > Certificates, delete the line(s) Isabel Certification Authority and Isabel Certification Authority Root.
    • Under Trusted Root Certification Authorities > Certificates, delete the line(s) Isabel Certification Authority and Isabel Certification Authority Root.

  2. Reinstall your Isabel certificates:
    • Open the Isabel Control Panel: Start > (All) Programs > Isabel Services > Isabel 6 Control Panel.
    • Double-click 'CA'
The feature you are trying to use is on a network resource that is unavailable

Solution:

  1. Go to following Microsoft support website: http://aka.ms/Program_Install_and_Uninstall
  2. Choose Run now (green button).
  3. If you are prompted to run this Microsoft Fix it program, choose Yes.
  4. Follow the steps on the screen.
  5. Once you are requested to choose to "Detect programs and apply the fixed for me" or "Detect problems and let me select the fixes to apply", choose the last option.
  6. You will have to specify if it's an issue with "Installing" or "Uninstalling" a program. Choose Uninstalling.
  7. The program will build a list of installed programs. Choose the Isabel Security Components in this list and choose the option Yes, try uninstall.
  8. Once done, you can exit the troubleshooter and install the latest Isabel Security Components.
No transactions have been selected
  1. No transaction have been selected.
    Use the arrow keys to select the file.

  2. A file in the %temp%folder has been damaged.
    • Close Isabel 6
    • Clear your browser cache.
      Clear your temp files. Open the Windows start menu, type %temp% and open the corresponding folder. Select all files in the map and press delete.
    • Stop the process multipleupload.exe or reboot your computer.

  3. You do not have the rights on the %temp%folder.
    Contact your administrator to adapt the rights on the %temp%folder.
Error -60: The activeX is not signed...

Cause: Your system was unable to install the digitally signed certificate of Isabel.

If this issue appears, close the Isabel application and first try to reinstall the CA through the Isabel control panel:

  1. Open the Isabel control panel.
  2. Double click on CA.
  3. You'll receive a message if the installation was successful, now retry the upload or download. If not, please follow the steps below and then retry to install the CA again:
Verify if the check for server certificate revocation option has been activated in the advanced option of Internet Explorer
  1. Open Internet Explorer
  2. Click on the wrench icon (or the menu Tools in Internet Explorer 8) at the right top > Internet Options > tab Advanced
  3. Search for the option Check for server certificate revocation (category Security) and make sure this is activated.

  4. Click OK to save your setting and close Internet Explorer
Make sure the date and time are correctly configured on your computer
  1. The correct Belgian time can be found here
  2. Press . In the Run prompt, type timedate.cpl and press Enter.
  3. Date and time settings must match the regional settings.
  4. Make sure the "Automatically adjust clock for daylight saving changes" check box is selected.


Now retry to upload your payment.

Preparation of files to upload failed ! Some characters are not supported
Total size != bytes received
File [name] was found in content.dat not in the uploaded tar file

Remainders of a previous upload session are causing issues, in most cases there was a network issue during a previous upload.

Resolution

  1. Clear your browser cache.

  2. Clear your temp files. Open the Windows start menu, type %temp% and open the corresponding folder. Select all files in the map and press delete. Confirm the action and wait until the map is cleared. It is possible some files remain.
    Stop the process multipleupload.exe or reboot your computer. Try to upload the file again.

  3. Copy the file to another folder or rename the file and try the upload again.

  4. An antivirus or security program might prevent Isabel from creating a temporary file. Change the settings and try again.
    Software known to interfere with Isabel 6.
Encountered an improper argument[name] is not a valid destination

Cause:

  • The activeX component "FolderSelection" can no longer access the previous location used to upload or download your files.

Resolution:

Delete the folder path from regedit, or ask your system administrator to do this for you:

  • Open regedit.
  • Navigate to HKEY_CURRENT_USER\Software\Isabel\IBS6
  • If present, delete the keys FolderSelectionLastUsedPath and MUploadLastUsedPath from this location.
  • Try to transfer your file again.

If the issue persists, delete the folder path again, and try to transfer your files to/from another location.

Error: StartUpload returned a technical error with status: ...

This error might appear if the files are quarantined by a security application, e.g. Check Point, Panda Antivirus,...

Please ask your system administrator to take the necessary actions.

Issues during the upload or download process
45240
19/04/2019