# Service Connector Troubleshooting

This topic contains common service connector issues and possible causes.

### General

<table><thead><tr><th width="194.75">General issues</th><th>Solution</th></tr></thead><tbody><tr><td>Connector is connected, but uploads won’t start</td><td><p>To troubleshoot, create a new empty folder on your local disk, add a small file, and configure this folder as upload folder.<br></p><ul><li>If this works, and your sample files are on a <strong>shared drive</strong>, consult the <a href="/pages/BUCLUVW1Yvjj5qp8WxSF#shared-drives">Shared Drives</a> section.</li><li><p>If this works, and your sample files are on a <strong>local disk</strong>, there are several possible causes:</p><ul><li>An error in the platform configuration of the upload folder name.</li><li>For large files, or on slower file systems, the connector needs additional time to start the transfer because it needs to calculate a hash to prevent transfer errors. <strong>Wait up to 30 minutes</strong>, without making changes to your Connector configuration.</li></ul></li><li>If this doesn’t work, you might have a corporate proxy. Proxy configuration is currently not supported for the service connector.</li></ul></td></tr><tr><td>Upload from shared drive does not work</td><td><p>Follow the guidelines in <a href="/pages/BUCLUVW1Yvjj5qp8WxSF#shared-drives">Shared Drives</a> section.<br><br>Inspect the <strong>connector BSC.log</strong> file for any error messages related to the folder not being found.</p><ul><li><p>If there is a related message, possible causes are:</p><ul><li><strong>An issue with the folder name</strong>, such as special characters or spaces. As best practice, use only alphanumeric characters, underscores, dashes and periods.</li><li><strong>A permissions issue</strong>. In this case, ensure the user running the connector has read &#x26; write access, without a password being requested, to the network share.</li></ul></li><li>If there are no messages indicating the folder cannot be found, <strong>wait until the integrity checks are completed</strong>. This check can take considerable time depending on the file systems and network speeds.</li></ul></td></tr><tr><td>Slow Data Transfers</td><td><p>Speed is affected by a number of factors which can change when switching locations (e.g. working from home):</p><ul><li>Distance between upload location and storage location</li><li>Quality of the internet connection (use preferably wired connections)</li><li>Company- or provider-related bandwidth restrictions</li></ul></td></tr><tr><td>Upload or download progress % goes down instead of up.</td><td>This is normal behavior. Instead of one continuous transmission, <strong>data is split into blocks</strong> so if transmission issues occur, not all data has to be retransmit. This can result in dropping back to a lower % of transmission completed when retrying.</td></tr></tbody></table>

### Windows

<table><thead><tr><th width="163.8359375">Issue</th><th>Solution</th></tr></thead><tbody><tr><td>Service connector not connecting</td><td><p>First restart your computer. If that does not solve the problem, open the Services application (enter services.msc in the windows search bar). In there, there should be a <strong>service</strong> called <strong>Illumina Service Connector</strong>.<br></p><ul><li>If the service is not running, start it (right mouse click -> start)</li><li>If the service is running, and still does not connect, you might be on a network with a proxy server. <strong>Proxy configuration is currently not supported</strong> for the connector.</li><li>If you do not have a corporate proxy, and your connector still doesn’t connect, <strong>contact Illumina Technical Support</strong>, and include your connector BSC.out log files.</li></ul></td></tr></tbody></table>

### OSX

<table><thead><tr><th width="163.8359375">Issue</th><th>Solution</th></tr></thead><tbody><tr><td>Service connector not connecting</td><td><p>Check if the Connector is running. If it is, there will be an Illumina icon in your Dock.</p><ul><li>If the service is not running, log out and log back in. An Illumina service connector icon should appear in your dock.</li><li>If not, try starting the Connector manually from the Launchpad menu.</li><li>If the service is running, and still does not connect, you might be on a network with a proxy server. <strong>Proxy configuration is currently not supported</strong> for the connector.</li><li>If you do not have a corporate proxy, and your connector still doesn’t connect, <strong>contact Illumina Technical Support</strong>, and include your connector BSC.out log files.</li></ul></td></tr></tbody></table>

### Linux

<table><thead><tr><th width="163.8359375">Issue</th><th>Solution</th></tr></thead><tbody><tr><td>Corrupted installation script</td><td><p>If you get the following error message <em>“gzip: sfx_archive.tar.gz: not in gzip format. I am sorry, but the installer file seems to be corrupted. If you downloaded that file please try it again. If you transfer that file with ftp please make sure that you are using binary mode.”</em><br></p><p>This indicates the installation script file is corrupted. Please re-download the installation script from ICA. Actions like editing the shell script will cause it to be corrupt.</p></td></tr><tr><td>Unsupported version error in log file</td><td>If the log file gives the following error <em>"Unsupported major.minor version 52.0"</em>, an unsupported version of java is present. The connector uses java version 11.</td></tr><tr><td>Manage the connector via the CLI</td><td><p>Connector installation issues:</p><ul><li>Make the connector installation script executable with:<br><code>chmod +x illumina_unix_develop.sh</code></li><li>Once it has been made executable, run the installation script with:<br><code>bash illumina_unix_develop.sh</code></li><li>It may be necessary to run with <code>sudo</code> depending on user permissions on the system:<br><code>sudo bash illumina_unix_develop.sh</code></li><li>If installing on a headless system, use the <code>-c</code> flag to do everything from the command line:<br><code>bash illumina_unix_develop.sh -c</code><br></li><li><strong>Start connector with logging</strong> directly to the terminal stdout) (this should be used when the log file is not present, which can be caused by the absence of java 11). From within the installation directory run:<br><code>./illuminaserviceconnector run</code></li><li><strong>Check status</strong> of connector. From within the install location run:<br><code>./illuminaserviceconnector status</code></li><li><strong>Stop</strong> the connector with:<br><code>./illuminaserviceconnector stop</code></li><li><strong>Restart</strong> the connector with:<br><code>./illuminaserviceconnector restart</code></li></ul></td></tr><tr><td>Can’t define java version for connector</td><td><p>The Service Connector uses Java 11. If you run the installer and encounter the error<br>“Please define INSTALL4J_JAVA_HOME to point to a suitable JVM.”, the installer could not locate a valid Java runtime.</p><p>To resolve the issue, explicitly define the environment variable before running the installation script.</p><p>example:</p><p><code>export INSTALL4J_JAVA_HOME=/usr/lib/jvm/java-11-openjdk-amd64</code></p><p><code>sh illumina_unix_1_13_2_0_35.sh</code></p><p>Ensure that <code>INSTALL4J_JAVA_HOME</code> points to the <strong>Java installation directory</strong> (the JRE/JDK root), not the java executable.</p><p>Alternatively, <code>INSTALL4J_JAVA_HOME_OVERRIDE</code> can also be used, but using <code>INSTALL4J_JAVA_HOME</code> is recommended</p></td></tr></tbody></table>


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