Troubleshooting: uploading large files blocked by virus scanner
Troubleshooting: uploading large files blocked by virus scanner (Clam AV policy change – upload maximum file size changes)
This document explains why the GovCMS antivirus solution – Clam AV – prevents files that exceed 256 MB from being uploaded to the GovCMS platform and suggests other ways of using large files in GovCMS websites. It contains the following sections:
- What is Clam AV?
- What changed and why?
- How do I know if a file failed the Clam AV scan because of its size?
- Alternative ways to use files that exceed 256 MB
- How can I upload files to GovCMS that exceed 256 MB?
- More information
What is Clam AV?
Clam AV is the antivirus solution for the GovCMS platform. It scans every file for viruses and malware before the file is uploaded to the platform. Files that cannot be scanned or fail the scan are blocked and not uploaded.
Example: Encrypted files cannot be scanned and, therefore, are blocked and not uploaded.
What changed and why?
As of mid-February 2020, an individual file that exceeds 256 MB is blocked from being uploaded to the GovCMS platform as it is not scanned by Clam AV. The change:
- increases the stability and security of the GovCMS platform
- allows more files to be scanned over the same time period.
How do I know if a file failed the Clam AV scan because of its size?
When you attempt to upload a file and it is blocked, an upload failed message is shown. To determine whether the cause is likely to be the size of the file, check the file size. If it exceeds 256 MB, then the failure is due to the file’s size.
Alternative ways to use files that exceed 256 MB
Table 1 explains how files that exceed 256 MB can be used by a GovCMS website.
Note: Whether any of these options are suitable depends on your organisation’s media policy and the classification of the file.
Table 1 Alternative ways to use a file that exceeds 256 MB
If the file is…
it can be hosted on a video hosting service
Note: To meet accessibility requirements, video content should also be available in other formats, such as a transcript.
any file type except a video
it can be hosted on a file sharing service
any file type
it cannot be hosted on a video hosting service or a file sharing service
Example: Due to the file’s classification.
See: How can I upload files to GovCMS that exceed 256 MB?, below.
How can I upload files to GovCMS that exceed 256 MB?
If a file that exceeds 256 MB must be hosted on your website, the GovCMS Service Desk can help you to upload the file. The GovCMS team is looking at other options and will update this information when those options are available.
Note: If you upload a lot of large files to your website, the combined size may exceed your website’s file storage limits. Additional storage can be added to your subscription for an additional cost. Your usage is periodically reviewed and the GovCMS team will contact you if an up-size is needed.
If the file cannot be hosted on a video hosting service or a file sharing service:
- Create a GovCMS service desk support ticket (https://www.govcms.support/).
- Include the following information in the ticket:
- a link to the website and webpage that needs the file
- the type of file
Example: An MP4 file.
- the size of the file
- an explanation of why the file cannot be hosted on a video hosting service or a file sharing service.
Note: Do not attach the file to the service ticket.
To provide the file to the service desk:
- Upload the file to a file sharing site.
Note 1: If the file size exceeds your organisation’s file upload limit, follow your organisation’s process and procedures for uploading large files.
- Share the uploaded file with the following email address: email@example.com
- Update the original service desk ticket with the following information:
- A link to the file sharing site.
- The name of the file.