This troubleshooting guide is intended to help SecureDock users diagnose and resolve common account issues.
List of common account issues and troubleshooting recommendations:
Login Issue – Active Session Detected
Description: This security feature is designed to prevent concurrent logins on from different browsers/locations. The error message indicates that an active login session has been detected and must be fully logged out before access is granted.
Recommendations: Locate active session by opening browser and going to the SecureDock login page. Click the Logout button to close active session.
*If unable to locate active session, wait 20-30 minutes for session to automatically expire, then try again.
Transfer failed – Document Package not sent
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.
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.
Malicious file(s) detected
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:
Check your internet connection
Make sure you have a strong and steady internet connection before trying your upload.
Clear Browser Cache and Cookies
Clearing your browser cache and cookies may help fixes certain problems such as: page not loading properly, text/image formatting issues, redirect issues, etc… Google
Chrome Browser: Online Instructions
Microsoft Edge Browser: Online Instructions
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 Fix: Save a copy of the document to your local hard drive first before trying the upload again.
Depending on the type of internet browser and browser settings you are using, this may affect how you Drive etc..
Recommended Fix: Switch 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?
*Additional operating instructions are also available on our support page.