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Troubleshooting
What the transfer path labels mean, why a transfer is slow or fails, the port to open, what each error message means, and how to check health.
Updated 2026-09-21
Which path am I on?#
The header of the web app and Transfers → Your connection tell you:
| Label | Meaning | What to do |
|---|---|---|
| Engine ready / Fast path | The desktop app (or the engine) is running on this computer. | Nothing — you have full speed and resume. |
| Standard speed (HTTPS) | No engine on this computer; the browser is using the HTTPS gateway. | Install the desktop app for full speed. |
| No transfer path yet | Neither the engine nor a gateway is available. | Install the desktop app; on a locked-down machine ask IT. |
| Checking for the transfer engine… | The page is still looking. | Wait a moment; reload if it stays. |
Slow or failing transfers#
- Run Test speed (Your connection). It moves 128 MB up and down and says plainly whether nothing moved, the line is slow, or all is well.
- If nothing moved, the accelerated port is blocked at your site. Ask IT to allow UDP 33001 outbound to the transfer host (TCP 33001 is used for the session handshake). Until then, a failed transfer in the tray offers Retry over HTTPS, which resends the same job through the gateway at standard speed.
- If the line is slow, wired beats Wi-Fi, 5 GHz beats 2.4 GHz, and a Deadline lane makes this transfer take the whole plan rate.
- Big folders with many small files are fine — the engine handles them — but a folder that is still being written to will keep restarting; use a watch folder with a stability delay instead.
- Interrupted? Start the same transfer again; it continues from where it stopped and skips files that already landed.
Failed transfers keep the error the engine reported on the Transfers page; the message there is the best clue, and support can see the same one.
Messages you may see#
| Message | Meaning |
|---|---|
| The transfer engine is still starting… | The desktop app is launching; wait or reload. |
| The transfer engine is not running on this computer. | Open the Boita app, then try again. |
| The browser transfer path is unavailable right now. | The HTTPS gateway did not answer; try again in a minute. |
| This transfer could not be prepared. | The request was rejected before it started; reload and try again. |
| verify your email address first | Uploads, links and portals wait for the 6-digit code. |
| this upload would exceed the workspace storage quota | Free space or shorten trash retention. |
| outside the allowed hours; next window opens … | A bandwidth window or watch-folder schedule is holding the transfer. |
| this workspace only accepts connections from its approved networks | An IP allow-list is on; ask an admin to add your address. |
| …only transfers through the Boita desktop app (device policy) | Open the desktop app; browser transfers are switched off for members here. |
| workspace is provisioning | Storage is still being set up; a few minutes, and you are emailed. |
| this delivery is not available yet | The link is embargoed; the page shows the countdown. |
| download limit reached | The link's maximum downloads were used; ask the sender to extend. |
Errors from the API carry a short code — unauthenticated, email_unverified, mfa_required, forbidden, not_found, validation_failed, path_rejected, quota_exceeded, scheduled_hold, plan_limit, rate_limited, share_expired, share_locked, node_unavailable, conflict, internal — which the app shows next to the message and which the API reference lists.
Sign-in problems#
- No code arrives — check spam; a new request cancels the old code; three requests per address per ten minutes.
- Lost your authenticator — use a recovery code. Out of recovery codes: support can help after identity checks.
- Your organisation signs in with single sign-on — use your company's sign-in; password sign-in is switched off for that domain.
Recipient problems#
- This link isn't available — expired, revoked, the download limit was reached, or the address is wrong. The sender can extend or re-send from Share links.
- The page is slow on a phone — turn on Low-bandwidth mode in the footer; it skips previews and covers.
- A watermarked download says Preparing your watermarked copy — the copies are rendering; the page starts the download by itself.
Is it me or Boita?#
Health in the app checks your workspace: the transfer service, recent failed versus completed transfers, the preview queue, webhooks (paused after 20 consecutive failures), storage headroom and pending watermark copies, each with a remedy. status.boita.io shows the platform's components, incidents and 30-day uptime. If both are fine and a transfer still fails, open a ticket from Support with the transfer's time and the message from the Transfers page.