Resolve Stuck Uploads - Upload Manager “Activated” with “Done Initial Upload” State

Short Description

Uploads are stuck where the Upload Manager shows “Activated” and files remain in “Done Initial Upload” with no further progress.

Explanation

This issue occurs when the uploader queue becomes blocked on the backend, preventing further ingestion processing after the initial upload completes.

The queue state is controlled via a backend flag file ({installname}_uploaderQueueRunning.txt). If this file contains an invalid state (e.g. empty or 3), the upload processor will not continue processing items in the queue.

Resetting this value and restarting the PHP service allows the upload queue to resume normal operation.

Access Required

• V7 Infrastructure SSH Access
• V7 AWS Account SSM Access
• Sudo access on the target server

Steps with Examples

1. Confirm install name

• Identify the install (typically secure, but confirm per environment). This is within the URL provided by the end user. 

https://example.opus2.com/secure/IngestionManager.php?ws=110834070&folderId=2026-04-15/8AoukYtY

2. Navigate to uploader queue location

cd /mnt/data/private/

3. Check uploader queue state file

cat secure_uploaderQueueRunning.txt

Expected behavior:

• Valid values should allow processing (typically 0 or incrementing values)

Problem indicators:

• File is empty
• Value is 3

4. Reset queue state

If the value is invalid, reset it:

echo 0 > secure_uploaderQueueRunning.txt

5. Restart PHP service

sudo systemctl restart php-fpm

(Adjust service name if environment differs, e.g. php8.x-fpm)

6. Monitor queue movement

Use watch to confirm the queue is progressing:

watch -n 5 cat secure_uploaderQueueRunning.txt

Expected outcome:

• Value should increment over time → indicates uploads are being processed

7. Validate on front end

• Navigate to Upload Manager
• Confirm uploads move beyond “Done Initial Upload”
• Verify files progress through ingestion stages

8. If no progress

Escalate to Engineering with:

• Server name / environment
• Timestamp of intervention
• Current value of uploaderQueueRunning.txt
• Confirmation PHP restart completed
• Example affected upload(s)

Examples

• Before fix:
  secure_uploaderQueueRunning.txt = 3 → uploads stalled
• After fix:
  Value increments (0 → 1 → 2...) → uploads resume processing

If this issue occurs repeatedly on the same environment, raise a problem ticket for root cause analysis—this typically indicates queue handling or worker lifecycle instability rather than a one-off failure.