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Snowball Edge - CHCLI Common Error Solutions

 

 

 

Authentication Errors

Error Messages:

  • Invalid client or client credentials 
  • Fail to process username & password combination

 

Cause: Our system is unable to authenticate the attempt to connect via the CHCLI.

 

Troubleshooting Tips:

  • Ensure the required URLs are whitelisted (see the Firewall Configuration section for details) and verify that the workstation in question can connect to the internet and Snowball. Use the following netcat (nc) commands:
    • nc -vz productionsuite-ingest.prod.netflix.net 443 
    • nc -vz all.baggins.prod.netflix.net 443
    • nc -vz $[snowball_ip] 9091
    • nc -vz $[snowball_ip] 8080

Example of a Positive Result:

$nc -vz all.baggins.prod.netflix.net 443
found 0 associations
found 1 connections:
     1: flags=82<CONNECTED,PREFERRED>
outif en9
src 172.16.130.48 port 51812
dst 52.73.84.39 port 443
rank info not available
TCP aux info available
Connection to all.baggins.prod.netflix.net port 443 [tcp/https] succeeded!

Please note that the test to port 8080 will fail when the snowball is locked.

  • Verify the correct values are being used for “clientId” and “clientSecret”
    • Copy and paste the values from the API Key Management page into the command line. DO NOT MANUALLY TYPE THEM.
  • Ensure there are no syntax issues caused by things such as extra spaces, backslash/forward slashes, erroneous capitalization, typos etc
    • It is very important to ensure that every letter matches the information provided in the documentation and is entered correctly.
  • Verify the user attempting to authenticate has been granted sufficient permissions by Netflix by checking the following:
    • The username/password works when connecting to Source Management or Content Hub via the UI.
      • Only a single uploader can be associated with one Snowball job. Ensure the operator is using the correct Backlot credential when trying to use Snowball.
    • The project associated with the Snowball delivery appears in the users list of projects.
  • Utilize the long form commands so that you can construct the full command in a text editor and copy/paste into Terminal.

 

 

Checksum verification failed

Error:

Checksum verification failed.

 

Cause:

A checksum file can fail verification for a few reasons. The checksum file may not meet our technical/formatting requirements, there may be invalid characters present, or a mismatch between a file and the checksum listed in the checksum.txt file.

 

Troubleshooting Tips:

  • Verify the checksum file format conforms to Netflix requirements
    • nPack has to be run on the individual folder level.
    • CHCLI can be run from the root folder. 
    • Only MD5 and xxHash checksums are supported.
    • Checksums created with nPack or CHCLI will be technically compliant.
  • Verify the checksum file lists ALL the contents in the directory it is located.
    • This issue is encountered if new files were added to a directory AFTER the checksum process was run.
  • Ensure that file names do not contain invalid characters:
    • Tab “\t”
    • New Line “\n”
    • Carriage Return “\r” 
    • All characters are supported except for carriage return “\r” or “\n” as new line character for start a new line in the checksum.txt file and break the checksum line into 2 lines.  

If issues persist this could indicate that there is a mismatch between the checksum of a specific file and a checksum value listed in the checksum.txt file. This indicates a change has occurred i.e. a file was replaced with a newer version (intentionally), or data corruption has occurred. Ask partner to regenerate using nPack or CHCLI to see if the issue persists.

 

 

 

Unable to get Snowball Metadata

Error:

Unable to get snowball metadata

 

Cause: The incorrect Job Name or Title was selected on Terminal.

 

Troubleshooting Tips:

  • Ensure the job name entered is correctly associated to the Snowball unit. 
  • Ensure the Content Hub project selected is correctly associated to the Snowball unit. 

 

 

Unable to submit assets to the requests

Error Message:

Content Hub Submission Issue. User is not able to submit the assets to the requests after receiving the notification that all files have been imported into Content Hub. The error message shown the UI and on the “i” page is “Files are still being uploaded”.

 

Causes: 

There are discrepancies between the imported file and the files present on the Finalized report. 

Certain files are not activated

 

Troubleshooting Tips:

Please file a support by selecting the “?” icon on the upper right corner of the Content Hub UI. Please include the below information in your ticket

  • Subject*: Snowball File Activation Request: Title
  • Description*: Please ensure to include the Snowball job name in the body of the email. Please describe the issue you encountered. 

 

 

 

Specify a valid source directory

Error Message:

Please specify a valid source directory that you wish to deliver via Snowball

 

Cause: CHCLI is unable to locate or access the directory specified in the command.

 

Troubleshooting Tips:

  • Ensure the source directory path is correct.
    • Encapsulate directory path in “double quotes”
    • Ensure path is free of any extraneous characters e.g. square brackets [ ], parentheses ( ) etc.
  • Ensure the workstation and operator have been granted access to the source on the partners server and can navigate to it via a Finder window or using the “cd” command in Terminal.

 

 

Invalid option(s)

Error:

Invalid option(s)

 

Cause: A invalid flag or option has been specified by the user.

 

Troubleshooting Tips:

 

 

java.net.SocketTimeoutException

Error:

Unable to complete transfer. Caused by: java.net.SocketTimeoutException: connect timed out

 

Cause: The result of a local network connectivity issue.

 

Troubleshooting Tips:

  • Please check network connection and re-run the command.
  • If issue persists please see the log for further details.

 

 

Operation failed after retrying 5 times, retry limit 5

Error:

Unable to complete transfer: Message: Operation failed after retrying 5 times, retry limit 5. ExceptionType {descrption=Exhausted retries, is Transient=true}

 

Cause: The result of a local network connectivity issue.

 

Troubleshooting Tips:

  • Please check the network connection and re-run the command.
  • If issue persists please see the log for further details.

 

 

Failed to get object metadata

Error:

Unable to complete transfer: Message: Failed to get object metadata

 

Cause: The result of a network connectivity issue on the Netflix side (Baggins)

 

Troubleshooting Tips:

  • This issue is often transient and can be resolved by simply waiting a few hours before trying again.
  • Attempt to ping all.baggins.prod.netflix.net 443 every so often to see if issue has resolved itself before trying to rerun command.

 

Example Message:

Error: Unable to complete transfer: Message: Failed to get object metadata for KeyspaceName: eu-west-1-content-hub-import-export-prod, KeyName: 53cf5ae0-7e49-11e7-9444-12c8bd30fe48/JIDbeea8743-1262-4cca-9686-caedc82dc5c2/6B616D696C2E7275746B6F77736B694064692D666163746F72792E636F6D/f6e99ea0-009a-11e9-abfc-0aa80bfd4fb8/xxhash64be/88843e1b8400ea49/1983_ArchivalAsstets/1983_s01e07/vdm_sdr_rec709/3840x2160/1983_s01e07_vdm_sdr_rec709_g24_20181030_200_3840x2160.0127427.dpx with Message: Service Unavailable: Back-end server is at capacity, statusCode: 503, headers: Content-Length: 0

Connection: keep-alive

 

 

Failed to read chunk for Pending Upload

Error:

Unable to complete transfer: Message: Failed to read chunk for Pending Upload

 

Cause:  Local workstation is unable to connect to the asset server.

 

Troubleshooting Tips:

  • See logs for details.
  • Partner needs to work with their internal IT engineering to resolve the issue.
  • Try and run “md5 /sourceDirectory”.
    This command is to verify that the workstation is able to talk to the storage.

 

 

IP does not exist

Error:

IP does not exist

 

Cause: The Snowball has not been configured correctly or a syntax issue exists in the command line.

 

Troubleshooting Tips:

  • Ensure the workstation is able to ping the IP address given to the Snowball.
  • Ensure the command line uses the correct/case sensitive value of snowballIp (note the lowercase p)

 

 

Unable to execute HTTP request: Broken pipe

Error:

com.amazonaws.SdkClientException: Unable to execute HTTP request: Broken pipe

 

Cause: The CHCLI is being starved of data. The CHCLI will attempt to restart the transfer (5 times). If there is no success after the 5th attempt the transfer to the Snowball is aborted.

 

Troubleshooting Tips:

  • Verify the source materials are still in the directory specified.
  • Verify the workstation running the CHCLI is capable of seeing/accessing the source material.
  • Retry running the command once it has been determined that source is in correct location and still accessible.

 

For more information on Snowball workflow, please refer the Snowball User Guide & Delivery Workflow. 

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