Unexpected error processing download

There are X failed downloads

Published: 2015-12-03


Last Updated: 2015-12-03


Applies To



After downloading a PIPE you receive the following pop-up message from the Attendant:




This error is followed by another pop-up message:






When you download a PIPE the data it contains is transferred to memory on the Attendant PC until processed by the Attendant and inserted into the Guard1 Plus database. After successful processing the data is deleted from memory.


If the process fails (due to data corruption, a problem with the Guard1 Plus database, insufficient hard drive space, or if Attendant SE cannot communicate with the Guard1 Plus Service), the Attendant displays the error. The PIPE data is converted to a Notification XML file and placed in the folder C:\ProgramData\TimeKeeping Systems\Guard1 Plus\TKS Guard1Plus Attendant Service\Failed Downloads on the Attendant PC. After successfully creating the Notification XML file the data is deleted from memory.


If the issue is not related to system configuration or database connectivity, future PIPE downloads will process normally. The unprocessable download(s) will be retained in the Failed Downloads folder and the Attendant will not attempt to reprocess them.




Review the Attendant Last Error Message:

  1. Double-click the Attendant Icon in the System Tray to open the Attendant Application.
  2. The Last Error Message section may contain useful information about the cause of the failure. This information should be supplied to Technical Support.
    • NOTE: Attendant errors are logged to the Guard1 Plus log in Windows Event Viewer.  Click the Open Windows Event Viewer link in the Attendant Application to open the log.  This log can be exported and sent to Technical Support.


If the Last Error Message indicates a server connectivity issue, and you have successfully downloaded other PIPEs since the error occurred, try to process the failed download again:

  1. Click the Open Failed Downloads Folder link in the Attendant Application. This will open the folder in Windows Explorer.
  2. Right-click the first XML file (with name like 20151203_170220_35017925.xml) and select Cut.
  3. Go up one folder to C:\ProgramData\TimeKeeping Systems\Guard1 Plus\TKS Guard1Plus Attendant Service.
  4. Double-click the USB Downloader folder.
  5. Paste the file into the USB Downloader folder.
  6. The Attendant will attempt to process the file again.  It may take a few minutes to initiate the process.
  7. If successful, cut and paste all remaining XML files from the Failed Downloads folder to the USB Downloader folder.


If the Last Error Message indicates a data corruption issue such as Invalid Dallas iButton read, the file(s) in the Failed Downloads folder must be sent to Technical Support along with an export of the Guard1 Plus Event Log as noted above. Email the XML file(s) from C:\ProgramData\TimeKeeping Systems\Guard1 Plus\TKS Guard1Plus Attendant Service\Failed Downloadsto support@guard1.com and we will attempt to recover your data. (NOTE: you must have a current Support Subscription to obtain this service. We can not guarantee that data will be recoverable in full or in part.)


If we are able to recover any data, we will email the file(s) back to you with instructions for processing them into your database. We may also be able to suggest possible causes for the file corruption. Corruption can be caused by a number of things such as hardware issues or communication problems between the downloader and the PC.


If the XML files show no signs of corruption, and/or you continue to receive the error with new downloads, there may be a problem with your Guard1 Plus database, or you may not have enough free disk space remaining. Contact Technical Support for further assistance.