April 12, 2021


Troubleshooting Guide

This troubleshooting guide is intended to help SecureDock users diagnose and resolve common account issues.

List of common account issues and troubleshooting recommendations:

Transfer failed – Document Package not sent

Document transfer failed error message pop up image

Description: This error message indicates that an upload error has occurred during a file transfer process.

Typical root causes: Browser session timeout or loss of network connection.

Recommendations: Make sure you have a strong and stable internet connection before trying your upload again. If the issue persists, try switching to a different internet browser or contact support for additional help.

Restricted Filetypes

File Extention Error Pop Up Message

Description: This error message indicates that a specific file extension (filetype) is not transferrable due to possible security risk or company configuration.

Recommendations: Contact your recipient to verify which filetypes are allowed for transfer within your company configuration. For additional information regarding restricted file type, please contact support

Malicious file(s) detected

Malicious file detected error message

Description: This error message indicates that the SecureDock Antivirus Scan Utility has detected one or more files containing possible malicious code/content. *Blocked/detected files will not be include in your file transfer and will be listed as “Rejected” in your SecureDock reports. 

Recommendations: Use reputable antivirus/antimalware software to regularly scan your computer for possible known viruses. Also make sure to keep your operating system and internet browsers up to date and practice safe web browsing habits when using the internet. 

List of basic recommendations to fix common account issues:

  1. Check your internet connection:
    Make sure you have a strong and steady internet connection before trying your upload.
  2. Cloud drive compatibility:
    Depending on the device and configuration, some upload errors may occur after selecting files from a shared cloud drive such as Google Drive, iCloud Drive etc..
    Recommended work-around: Save a copy of the document to your local hard drive first before trying the upload again.
  3. Clear Browser Cache and Cookies
    Clearing your browser cache and cookies may help fixes certain problems, like loading or formatting issues on sites. Instructions links below:
    Google Chrome Browser: Online InstructionsMicrosoft Edge Browser: Online Instructions
  4. BrowserSwitch to a different internet browser such as Google Chrome, Microsoft Edge, or Mozilla FireFox. Also, make sure your browser has been updated to its most recent version before sending our files. 

Need direct support?

Email us at support@secure-dock.com or submit a support by visiting https://www.secure-dock.com/support

*Additional operating instructions are also available on our support page.