"No file available for download" reasons

Overview

In some situations, exfiltrated file contents are not collected, resulting in no download link appearing in the Incydr console. This article lists possible error reasons and describes why these errors may occur.

Error codes

In the file event details, files that could not be collected display the message No file available for download. In some cases, a more specific reason is also included in parentheses (see example in the image below). The following table lists these possible reasons.

 When you contact our Technical Support Engineers, providing the specific error message helps with troubleshooting. 

Error message	Description
File went to a trusted destination	The file was not collected because it was sent to a trusted location. Files are collected when exfiltration occurs to unknown or potential risky destinations, not to trusted destinations.
File not found	There was an error reading the file. This could be because the file was deleted,  removable media was disconnected before the file could be collected, or a permission issue prevented Incydr from reading the file. In some cases, metadata such as the MD5 or SHA256 hash may be missing.
File too large	The file size is too large to be collected.
Cloud shortcut	The file was not collected because it is a shortcut (or "stub file") pointing to cloud storage. As a result, the actual file contents did not exist on the device.
Upload failed	The file was collected, but could not be uploaded to the Incydr cloud. This could be because of an internal error or because of a problem with the device's authentication token.
Email attachment collection disabled	The file was not collected because the Collect email attachments setting is disabled for the email data connection.
Internal error 01 Internal error 02 Internal error 05	A communication problem occurred between the agent and the Incydr cloud.
Internal error 03 Internal error 04	There was an error in the insider risk agent.
Internal error 06	This file was on a network drive and could not be read, possibly because of permission errors.
Internal error 07	This file was on a network drive and there was an error copying/collecting it.
Limit exceeded 01 Limit exceeded 02	The number or size of files being exfiltrated exceeded the local cache size, so this file was not collected.
Unknown error	This file was not available, but no specific reason could be determined. Possible reasons include: Network connection errors. For devices with the backup agent, an error occurred backing up the file. A deprecated error code was sent to the Incydr cloud.

Related topics

• File event metadata reference