Fix failed file transfers

How file transfer works

• To the customer: click Send file in the viewer toolbar, or drop files onto the remote screen. Files arrive in the customer’s Downloads folder, in a Blink subfolder. Blink checks every file after it arrives and only keeps it if it is complete and unchanged.
• From the customer (Windows): the customer clicks Send file on the Blink banner, or Send file to technician… in the Blink tray icon menu. The file goes to the technician who used the session most recently. It appears in the viewer’s transfer list as received · accept to save, and is only saved to your computer when you click Accept.

The transfer list in the viewer shows each file’s progress and, when one fails, the reason.

The Send file button is missing

1. Your role does not include file transfer for this session. Ask an administrator to check your role in Roles.
2. If the viewer shows Is this your customer’s computer?, nothing reaches the computer until you confirm it. Check the computer name and signed-in user with the customer, then click Confirm and take control.

Files to the customer fail

Common reasons in the transfer list:

Reason	What to do
the customer is not connected	Wait until the session is connected again, then send the file again.
too many transfers	Wait for the current transfers to finish.
no answer from the server or no answer from the customer	The connection dropped. Send the file again once the session is back.
stopped by customer or cancelled by customer	The customer stopped it. Check with them.
sha256 mismatch or verification failed	The file did not arrive intact and was not kept. Send it again.

Also check:

1. The customer has enough free disk space for the file.
2. On a Mac, the first file may make macOS ask whether Blink can use the Downloads folder. The customer must allow it.
3. In an Access session, someone must be signed in to Windows: files go to the signed-in user’s Downloads folder. With nobody signed in, the transfer is refused.

Files from the customer fail

Reason	What to do
no technician can receive files	No technician in the session has file transfer allowed, or nobody has the viewer open. Open the viewer, then ask the customer to send again.
only 4 files at a time; accept or decline the others first	Click Accept or Decline on the files already waiting.
not enough room in the browser; accept or decline the other files first	Same as above. Files waiting for Accept are held in your browser, up to 1 GiB in total.
file too large for the browser (max 1 GiB)	Files over 1 GiB cannot be received in the viewer. Ask the customer to split or compress the file, or share it another way.
the transfer stalled	Nothing arrived for a minute. Ask the customer to send it again.

Files that can run programs (such as .exe, .msi, .ps1 or macro-enabled Office files) show a warning and a Save anyway button instead of Accept. Only save them if you expect the file.

Customers can send files to you from Windows computers. The Mac support tool does not have a Send file option.

When to contact IZT

Contact IZT if transfers fail with the same reason on a stable connection, or with a reason not listed here. Send the session id, the file size, the reason shown, and the session log. See Collect logs for IZT support.