Troubleshooting

Problem	Description	Solution
Access	I can not access SD Connect	1) Verify in the MyCSC portal if your CSC project has service access to Allas and accepted CSC’s terms of use. 2) Link your Haka account to your CSC account 3) SD Connect is not supported during private browsing with Firefox (incognito mode).
	I can not access files stored in SD Connect using SD Desktop	Unencrypted files are not accessible via the SD Desktop service. Only files encrypted using the SD service encryption key are visible in the secure computing environment (or encrypted using SD Connect default option). Refresh the Data Gateway application.
Bucket creation	I can not create a new bucket.	1) Check in the MyCSC portal that your current project has service access for Allas 2) Try using a unique bucket name that doesn’t contain special characters. 3) Select the correct project in the SD Connect user interface
Bucket not visible	I cannot find my bucket.	Check if the bucket is stored under a different project. If someone has shared the bucket with you, you can find it under the Shared to section and copy it. If someone shared the bucket with you, they could have revoked it.
Bucket deletion	I can not delete an empty bucket	This problem is due to a technical issue. It can be solved by clearing cookies in your browser. We are working on solving the underlying issue. If the bucket has been created in November or December 2022, contact CSC Service Desk.
Decryption with Crypt4gh	Cannot open or decrypt files downloaded from SD Connect.	You can not decrypt files that have been encrypted with the SD Connect user interface and default option. In this case, the files have been encrypted with the service-specific encryption key and are automatically decrypted when accessed using the SD Desktop service. If the bucket has been created in November or December 2022, contact CSC Service Desk.
Data upload	I am trying to upload a big file/folder with the user interface, and the upload is not responding.	Files or folders larger than 100 GB should be uploaded programmatically. SD Connect user interface supports only data uploads that last up to 8 hours.
Data upload	I cannot upload data into my bucket	Check if your CSC project has storage space left and apply for more quota (more info available in the first chapter of this guide under Accounts).
Data upload	Low upload speed (programmatically)	The average upload speed can go from 100 to 200 MiB/s. Specific scripts can be used to optimize the upload of large files.
Data upload and empty bucket	After uploading several files, the bucket looks empty, and the total number of files (object) is zero. However, if I open the bucket, I see the encrypted files stored in it.	This problem is due to a technical issue. It can be solved by clearing cookies in your browser. We are working on solving the underlying issue.
Encryption with crypt4gh	Encryption takes a long time.	Encryption can take up to several minutes for large files and datasets.
Encrypting a folder with Crypt4g or SD Connect user interface	Can not select the folder I want to encrypt with the Crypt4GH application.	It is not possible to encrypt or decrypt all the files saved in one folder with the Crypt4GH application, only single files. However, we can provide specific scripts to help you with this operation. Moreover, uploading and encrypting all the files saved in one folder with the SD Connect user interface is possible. However, this option is available only via drag-and-drop.
Shared bucket	I cannot upload data into a shared bucket.	Your colleague didn’t add editing rights when they shared the bucket.
	I cannot see the content of a shared bucket.	Your colleague didn’t add reading rights when they shared the bucket.

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Last update: October 27, 2023

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