Note: remember that we have a desktop app and a great web app. If the Desktop App isn't working, give the web app a try using your favourite web browser.

Upload errors are reasonably "normal" (i.e. your wifi could drop out for a short period). In these scenarios, the Digital Pigeon App will retry the upload or download after a few minutes showing "Error retrying in 5 minutes..." before attempting again. You can click the resume button to instruct the app to try again right away.

In the event of more serious upload errors where the app can't complete the upload or download even after a re-attempt, the following scenarios should be considered.

Symptoms

The upload bar progresses for a while before showing an upload error (even after retrying).

1. Check if the files have not been modified since the upload started. See Modified Files.
2. Check if your network is operating normally. Try restarting your computer and network gear. See Connectivity Issues.

 The upload bar shows an error almost immediately.

1. Check if the Digital Pigeon app has permissions to access the files you're trying to upload. See File Permissions.
2. Check if the files have not been removed or moved since adding the file to the Digital Pigeon app.
3. Check if your network is operating normally. Try restarting your computer and network gear. See Connectivity Issues.

The progress bar shows NaN. This seems to indicate that your web browser has encountered an error.
Note: NaN means Not a Number.

1. Try restarting your web browser.
2. Try a different web browser (e.g. Firefox, Chrome, etc.).
3. Try our Desktop app.

If you are using the Desktop App, please do the following:

1. Go to Help
2. Select the "Submit App Logs" menu item. The logs will be able to help us determine what's going wrong.

Try to toggle the "Enable Cloudfront Optimized Routes Uploads" feature under Manage>Account>Defaults (you will be required to start a new upload for this to work)

Try uploading to our US West servers instead of our Sydney servers.

File Permissions

Web browsers may allow you to select files that Digital Pigeon app doesn't have permissions to read. This seems to occur frequently when selecting files from a shared network or external drive. If you're seeing upload errors almost immediately (i.e. with no upload progress), it is likely it is a permission problem.

To work around this, try copying the files from your network drive to your desktop and then selecting the files from the desktop for the upload.

Modified Files

If a file is modified while Digital Pigeon is trying to upload it, you will see the error message and a red progress bar next to the file that failed. To resolve this issue, use the Add Files button and select the files that have been modified and choose Replace when asked what to do with the duplicate file.

Network and Connectivity Issues

Uploading files require a good quality stable internet connection. We usually find that the most common cause of upload and download errors are related to network and internet connectivity issues. Unfortunately, in 99.9% of cases, these issues are related to your internet connection or internet service provider. However, there are a few things you can try:

1. Restart your computer, clinched as it sounds this fixes odd network issues most of the time.
2. Restart your internet modem/router.
3. These problems are often the result of a temporary network issue somewhere between your computer and servers, try waiting a few while before re-attempting the transfer.
4. If the issues persist, contact your Internet Service Provider to check if they are aware of any issues. If you are using a DSL connection (which usually runs on antiquated copper lines) ask your ISP for a Line Check.

Check your computer's time is set correct

Digital Pigeon needs a correct and accurate computer system time to work correctly. If your system time isn’t set correctly, you might experience issues when using the service.

Check your computer's settings to make sure your time is set automatically.

• Windows: How to manage time servers on Windows 10 (Windows Central website)
• Mac: If the date or time is wrong on your Mac (Apple Support)

If your computer's time settings are locked, ask your IT team to make these changes.