When I upload a file, it appears under the “Failed Jobs” tab. Last time this happened, we were able to resolve the issue by insuring that the publishing destination in the uploader utility was set only to “epub”, but that isn’t having the same effect with these current files.
I've contacted GTXcel with these concerns, and their contact's response (after looking over the attached screengrab) was simply "Please contact Xerox Support". Any idea what might be giving me trouble? Thanks!
Yes I would recommend that you contact Xerox Support. If the uploads have suddenly stopped working, it indicates some type of connection or timeout issue. A couple of things to consider:
1. Size of the file. If other files are working and this one is not, is this file particularly large? There is a configuration setting for timeout. So does the failure take awhile or fails quickly. Support will want to know.
2. The info in the screen capture is limited, but looks roughly right. The publisherID and TitleID's being populated indicate the connection seems to be "alive". But there are other more detailed reports that support can look at.
3. Have there been any network changes in your environment? In particular FTP / sFTP ports.
Thank you. The failure's occuring with small files as well as large ones, and I'm not aware of any recent changes to the network.
What is the best way to contact support for this utility? I initially tried calling Jim, who has been our Xerox contact for past issues, but received a recording that his number is no longer in service.
The problem reported has been resolved. I'm posting here to help others.
FreeFlow Digital Publisher supports both FTP and Secure FTP (sFTP) to upload files between FreeFlow Core and the GTxcel dashboard.
The ports required for sFTP were blocked. Once opened, the uploads completed.
Please see the FreeFlow Digital Publisher Information Assurance Disclosure on Xerox.com for a full explanation.
The path to the document is at: