Troubleshooting

Guide

How to use this guide

The MoPho troubleshooting guide is split into two main parts, Issues and Error Messages. The Issues section deals with problems that occur in MoPho when no Error Message is displayed. This section also includes common questions that may not actually be errors at all. The Error Messages section deals with the specific error messages that MoPho will show in a popup window when something goes wrong. Click the link that describes the error message you received to read the known cause and solution to the problem.
Troubleshooting checklist:
If you encounter an issue that you think is not resolved or answered in this guide please email houstondigitalcorp@gmail.com explaining the problem you are having and when it occurs. All feedback is useful so feel free to send any questions, concerns or ideas that you think will benefit the MoPho product.

MoPho sent my Images but I can't find them on my computer

Troubleshooting Guide: Issues

If MoPho sends images and they are removed from the 'filmstrip' it means that they were written successfully somewhere. If you are having trouble finding where images were sent you should open MoPho and go to the History Screen. On this page you can see the exact folder where MoPho sent the images.

MoPho sent my Images but they aren't showing up in Summit

Troubleshooting Guide: Issues

If MoPho sends images and they are removed from the 'filmstrip' it means that they were written successfully somewhere. If you are having trouble finding where images were sent you should open MoPho and go to the History Screen. On this page you can see the exact folder where MoPho sent the images.
Cause(s):
  • Images in MoPho were not sent to the correct folder in your Summit media path.
  • The Network Path in MoPho doesn't match your Images media path in Summit.
  • Summit Media Paths are not setup correctly.
  • Category names don't match the ones setup in Summit
  • RO Number was used as the folder name.


Solution(s):
  • In MoPho you must use the Estimate Number as the folder name when sending a batch of images. If you use the RO Number then Summit will not be able to find your images.
  • Make sure that MoPho is setup to send to your Images media path. For more information read the Media Paths Guide and the Summit Setup Guide.
  • Media paths are required in order for Summit to see your images. Ensure that you have Media Paths configured in your shop.
  • The Category names in MoPho must match those setup in Summit. Rename the Category names in MoPho's Settings or change the Category names in Summit to match.
  • If you use a Category in MoPho that doesn't exist in Summit then the images will not appear in Summit.


Network is unreachable. Check WiFi connection

Troubleshooting Guide: Error messages

This error appears when attempting to Share images.


Cause(s):
  • Your device's WiFi connection is not turned on or not connected.


Solution(s):
  • Open the 'Settings' app to connect your device to your WiFi wireless network.


Cound not connect. Check Wifi and Network settings

Troubleshooting Guide: Error messages

This error appears when attempting to Share images.


Cause(s):
  • Your device's WiFi connection is not turned on or not connected.

  • Network is not configured properly (timeout).



Solution(s):
  • Open the 'Settings' app to connect your device to your WiFi wireless network.

  • Ensure that the device and the PC with the Shared folder are on the same network.

  • Make sure that your wireless device and the PC your trying to connect to are on the same local subnet. Contact your Network Administrator to set this up. To learn how to get your IP address see How to get my IP Address Guide.



Could not find IP Address for computer:

Troubleshooting Guide: Error messages

This error appears when attempting to Share images. MoPho cannot get the IP Address of the Computer in your destination.


Cause(s):
  • Misspelled the Computer Name / Network Path.

  • Computer doesn't exist on the WiFi network you're connected to.

  • Network is not configured properly.



Solution(s):
  • Double check the Network Path and spelling of the Computer Name.

  • Try using the PC's IP Address in the Network Path instead of the Computer Name. If you can connect with the IP Address then try the solutions below. To learn how to get your IP address see How to get my IP Address Guide.

  • Ensure that the device and the PC with the Shared folder are on the same network.

  • Contact Network Administrator. Make sure that your wireless device and the PC your trying to connect to are on the same local subnet.



Could not connect to server with provided IP Address or Computer Name

Troubleshooting Guide: Error messages

This error appears when attempting to Share images. MoPho couldn't connect to the Computer on the network.


Cause(s):
  • Misspelled the Computer Name or IP Address in the Network Path

  • Tried to send to an unsupported Operating System. See System Requirements

  • Computer doesn't exist on the WiFi network you're connected to.

  • Incorrect setup of computer's Shared folder settings.

  • Network is not configured properly.



Solution(s):
  • Double check the Network Path and spelling of the Computer Name.

  • Try using the PC's IP Address in the Network Path instead of the Computer Name. If you can connect with the IP Address then try the solutions below.

  • Follow the steps in the Create a Shared Folder guide to properly setup your Shared folder.

  • Ensure that the device and the PC with the Shared folder are on the same subnetwork. Read the About Subnets guide for more information.

  • Contact Network Administrator. Make sure that your wireless device and the PC your trying to connect to are on the same local subnet.



Logon Failure. Verify Username and Password. (Could not authenticate user credentials)

Troubleshooting Guide: Error messages

This error appears when attempting to Share images. If you see this message it means that MoPho has already successfully connected to your computer or server but cannot log in.


Cause(s):
  • Misspelled the Username or Password.

  • The Username doesn't exist on the computer you connected to.

  • The User has incorrect permissions on the shared folder you setup

  • The Username in Windows doesn't have a password.

  • The username in MoPho is empty and the server isn't setup for anonymous access

  • The computer you connected to is blocking NTLMv2 which is required for MoPho to login.

  • Because of the way that MoPho currently deals with text, this error might be caused by using unsupported characters in your username or password. Such as characters from other languages, etc.

  • Using a domain prefix/suffix on the username


Solution(s):
  • Verify spelling of the username and password. Make sure username is case-sensitive.

  • Make sure to use the computer's internal username and not the "display name". For example, if you see "me [ComputerName\user]" in your permissions, "user" would be the name you would want to use and not "me".

  • Create the Username if it doesn't exist or use another username.

  • Follow the steps in the Is this folder Shared? guide to verify your setup and permissions for the User and Shared folder.

  • If you are using a Domain user in MoPho, only include the username by itself in MoPho setup. This means instead of using "mydomain.local\username" or "username@mydomain.local" you would just put "username".
  • MoPho currently doesn't support Windows Users that don't have a password. Your can create a password for the User or use a different Username that has a password. If you are using "Everyone Access" or "Anonymous Access" then a password is not required.

  • If you want to allow MoPho to access your shared folder without a password then instead you will have to setup the Shared folder for 'Anonymous Login'. Follow the Anonymous Login Guide to do this.

  • In some cases your Windows account may have both a username and an email account attached to it. Instead of your normal username, try using the email address instead. Permissions would also need to use the email address if you do this.
  • Verify that NTLMv2 is enabled on the computer/server you are trying to login to. Read the NTLM and MoPho guide to learn how.

  • Try using an alternate username, password or Network path that does not contain unknown characters. The english alphabet, numbers and symbols are currently supported. Please contact the MoPho Development Team at houstonDigitalCorp@gmail.com if you encounter this issue. We may add in more language/symbol support in the future if requested.



No WiFi connection available

Troubleshooting Guide: Error messages

This error appears when attempting to Share images or while sending is in progress. MoPho only removes images from its 'Filmstrip' when they have sent successfully so you don't have to worry about losing images to bad wifi.


Cause(s):
  • This occurs when your WiFi drops while sending is in progress.



Solution(s):
  • Make sure that you are connected to WiFi.

  • Check your WiFi signal bars. This may be the cause. Make sure you are within your wireless router's range.

  • Retry sending images once you have reconnected your WiFi.



Unstable or Slow connection. Check WiFi signal strength.

Troubleshooting Guide: Error messages

This error appears when attempting to Share images or while sending is in progress.


Cause(s):
  • The Wireless signal is very slow or unreliable.

  • The Computer you're trying to send to is under excessive load.

  • This error only appears in the worst case scenario and the connection is preventing MoPho from sending reliably.

  • This error may occur if you are trying to send to a computer with an unsupported Operating System. Make sure that the computer you are sending to meets our System Requirements. If you have full WiFi bars and signal than this is a good place to look.



Solution(s):
  • Check your WiFi signal bars. This may be the cause. Make sure you are within your wireless router's range.

  • Make sure the PC you are sending to is not under heavy load with processor or memory intensive tasks.

  • Retry sending images once you have a stable Wireless signal.

  • Try on a different computer that meets System Requirements and see if this fixes your issue.

  • Install the newest version of MoPho. MoPho version 0.2.2 and above have a specific error message for unsupported operating systems. This can help you determine if this error is from a slow WiFi connection or just an unsupported computer.



The computer you tried to send to does not support SMB version 2. Make sure the computer meets system requirements.

Troubleshooting Guide: Error messages

This error appears when attempting to Share images.


Cause(s):
  • The computer you tried to send images to does not support SMB2. SMB2 support is required to send images with MoPho.

  • The computer you tried to send to does not meet MoPho's System Requirements



Solution(s):


Bad Network Name. Make sure shared folder name is correct.

Troubleshooting Guide: Error messages

This error appears when attempting to Share images.


Cause(s):
  • Misspelled the Shared folder name part of the Network Path.

  • Shared folder is not correctly setup for Sharing.

  • Shared folder does not exist.

  • Incorrectly formatted Network Path



Solution(s):
  • Check spelling of the Shared folder name in the Network Path of your Destination.

  • Make sure the Shared folder exists and is setup properly. Read the Create a Shared Folder guide to learn how the create and setup a Shared folder.

  • Verify that the Network Path for your Destination is in the format: "//PCNameOrIP/SharedFolderName". See the Destination Setup Screen page for more info about formatting the Network Path text field.

  • Make sure you are not mixing forward-slashes '/' and back-slashes '\' in the Network Path.



Access Denied. Check username, password and permissions.

Troubleshooting Guide: Error messages

This error appears when attempting to Share images. If you get this error message it means that MoPho has already successfully connected to your computer.

NOTE: If you get this error it also means that you have already logged in. We apologize for the inconsistency here but if you receive this message it means that your username and password are correct.


Cause(s):
  • The User doesn't have Read/Write access permission to the Shared folder.
  • Your server or domain controller is blocking MoPho.


Solution(s):
  • Double check your username and make sure that you are using the correct user that has permissions on the shared folder.
  • Give the user Read/Write access to the Shared folder. Read the Create a Shared Folder guide to learn how to create a shared folder and setup permissions correctly.
  • Make sure that your user has Read/Write/Modify permissions in the Advanced Sharing permissions located in the Shared folder's properties.
  • Ensure the user has Read/Write/Modify permissions in the Security Tab in the Shared folder's properties.
  • If you receive this error after verifying permissions, then your server or domain controller may be blocking MoPho. Some configurations of Windows, commonly domains, will block MoPho by default and cause an 'Access denied' error. To learn how to fix this read the Disable forced SMB Signing in Windows guide.


Bad folder name. Ensure folder name or path doesn't contain invalid characters.

Troubleshooting Guide: Error messages

This error appears when attempting to Share images. If you get this error message it means that MoPho has already successfully connected to your computer.


Cause(s):
  • The folder name you typed in the Share Screen has illegal characters that Windows won't allow in a folder name.



Solution(s):
  • Remove any illegal characters from the 'Folder' textfield in the Share Screen.

  • Characters that should not be part of your Folder name are:
    • < (less than)
    • > (greater than)
    • : (colon)
    • " (double quote)
    • | (vertical bar or pipe)
    • ? (question mark)
    • * (asterisk)
    • / (forward-slash) (in v0.2 and prior)
    • \ (back-slash) (in v0.2 and prior)



The computer you tried to send to does not support SMB version 2.002. Make sure the computer meets system requirements

Troubleshooting Guide: Error messages



This error occurs in MoPho when attempting to share images with a computer that is not supported. MoPho requires SMB version 2 to send images. Please check our System Requirements for supported Operating Systems.


Cause(s):
  • The computer you attempted to send to does not support SMB 2. This can be because of an unsupported older operating system or from changing Advanced settings in Windows.

Solution(s):
  • Upgrade the operating system on the computer to meet System Requirements.

  • If the operating system meets system requirements when this occurs, make sure that your computer is not blocking SMB2. See our SMB Information page to learn more about advanced settings.

  • Use MoPho with a different computer that meets the System Requirements


Operation is not allowed on computer. Make sure that your computer is not restricting NTLM traffic.

Troubleshooting Guide: Error messages



This error occurs in MoPho when attempting to share images with a computer that does not allow what MoPho is trying to do.


Cause(s):
  • The computer has the Network Policy "Restrict Incoming NTLM traffic" set to "Block all accounts".
  • Possibly other NTLM, Network Policy related issues may cause this.

Solution(s):
  • Open Local Security Policy application in Windows. Find the local Security Policy named "Restrict NTLM: Incoming NTLM Traffic", double click and set the option to "Allow all".

  • Make sure that NTLM and NTLMv2 authentication is allowed on your computer.
  • See the SMB Information page to make sure that all settings are correct


Cannot connect to computer. Connection was refused. Make sure the computer is compatible with SMB2

Troubleshooting Guide: Error messages



This error occurs in MoPho when attempting to share images with a computer. The computer has refused to let MoPho connect.


Cause(s):
  • The computer that you are trying to connect to does not support SMB. For instance some versions of Mac OSX.

  • The computer or network could be blocking the ports that MoPho uses to connect.


Solution(s):
  • Make sure that the computer meets System Requirements

  • Make sure that the computer/network is not blocking ports that MoPho/SMB uses to connect. Read the SMB Information guide to learn what ports MoPho uses.

  • Make sure that the computer allows SMB/SMB2 connections.



Windows Error: NTSTATUS 0x...

Troubleshooting Guide: Error messages

This error appears when attempting to Share images.


Cause(s):
  • Windows has sent MoPho an error that it doesn't currently account for.



Solution(s):
  • NTSTATUS Errors are sent directly from Windows. For common errors MoPho has pre-made messages that tell you what caused the error. If you receive an NTSTATUS error that means that MoPho Development has not encountered this error in their testing. In order to resolve your issue please email the NTSTATUS Code that appeared in the popup and what you were doing at the time it happened to houstonDigitalCorp@gmail.com. If we don't know the error code then we can't fix the issue so please do your best to take note of instances where this occurs.

  • If you wish, you can try to find the cause of this error yourself. Type in the NTSTATUS code into google to find out what causes the error. In some cases you can easily find the cause. If you think you know why this error occurred please email MoPho Development at houstonDigitalCorp@gmail.com with your findings.

  • Because the cause of this error can vary, we recommend checking System Requirements, Shared Folder Settings, and your MoPho Destinations for any discrepancies.


Network Error ...

Troubleshooting Guide: Error messages

This error appears when attempting to Share images.


Cause(s):
  • MoPho's network system had an error that it doesn't currently account for.


Solution(s):
  • Network Errors occur if there was a Network issue that MoPho Development has not encountered this error in their testing. In order to resolve your issue please email the Network Error Number and Message that appeared in the popup and what you were doing at the time it happened to houstonDigitalCorp@gmail.com. If we don't know the error code then we can't fix the issue so please do your best to take note of instances where this occurs.

  • Because the cause of this error can vary, we recommend checking System Requirements, Shared Folder Settings, and your MoPho Destinations for any discrepancies.


Could not log in.

Troubleshooting Guide: Error messages

This error appears when attempting to Share images. This is a general error message that is used when MoPho doesn't have an error message. Diagnosing this error is a bit more difficult than other error messages. What you need is to look at the top of the alert Popup window that the error appeared in. On the top should be some text. This text tells us the 'Type' of error this is.


Cause(s):
  • This error is only displayed when MoPho does not have a message to display. This usually means the error is rare or that it has not been encountered by the MoPho Development team.


Solution(s):
  • Install the newest version of MoPho. The newer version may have fixed the issue or could provide a more specific error message

  • The 'Type' of error appears on the Top of the Alert popup containing the error message. Different 'Types' can give some indication to what caused this issue:

    • Connection Error - Error occurred while MoPho was trying to connect or something happened to the connection while MoPho was sending images.

    • Server Error - Error occurred while MoPho was Negotiating with the server about how to connect. This is most likely caused by trying to connect to an unsupported version of Windows, like XP. This could potentially be caused by having certain settings enabled on the Computer, though this is speculation. If your computer or server has Network settings or Security Policies changed to non-default values then please email houstonDigitalCorp@gmail.com with your server's settings so we can try to resolve the issue.

    • Share Error - Error occurred when MoPho was trying to access the Shared folder. Follow the steps from Bad Network Name error to try and resolve the issue.

    • Success, Warning - Unfortunately, these types are not specific and can't help determine the cause.


  • Because the cause of this error can vary, we recommend checking System Requirements, Shared Folder Settings, and your MoPho Destinations for any discrepancies.

  • This should not appear unless something rare has occurred. In order to resolve your issue please email the 'Type' of error and what you were doing at the time it happened to houstonDigitalCorp@gmail.com. If we don't know the error then we can't fix the issue so please do your best to take note of instances where this occurs.