SHRT Troubleshooting

The State Health Plan Repository Tool (SHRT) is a tool used as a repository for files and communications accessible by SHBP Administrators/Practitioners and SHBP approved Finance and Payroll Location personnel.

SHBP and ADP share files and documents via an IBM software known as Aspera Connect, branded as SHRT, with our partners. As an IBM product user, you may be prompted to perform updates/upgrades. The current supported version of Aspera Connect is 3.11. If users upgrade beyond the existing version supported for SHRT, they may run into issues with performance.

Below is the general guidance for troubleshooting Aspera Connect issues:

  • SHRT currently is supported up to version 3.11 only. Do not upgrade to the latest version of Aspera (version 4+).
  • If the user has upgraded, they should uninstall the upgrade and install version 3.11. Select Download this zip file. AsperaConnectML to download the correct supported version of Aspera Connect.
    • Note: Users may need to work with their local IT Department if assistance is needed to remove the latest version of Aspera and re-install version 3.11.
  • After re-install, users should try multiple attempts and uploading/downloading early or late in the day when network traffic is slower to establish the connection.
  • Who do I contact if I am unable to resolve the connection issue with Aspera Connect?

    For additional assistance, contact your I.T. Helpdesk for support. If they are unable to resolve the issue, contact your dedicated Employer Services Support via phone or Xchange for assistance with IBM Aspera Connect.

  • If I need assistance with files while my Aspera Connect issue is being reviewed, who can I contact?

    Contact your dedicated Employer Services Support via phone or Xchange for assistance with current files.

  • Will SHRT|Aspera Connect receive an upgrade?

    Yes, we are working on a solution to upgrade the current supported version of Aspera Connect. More details will be forthcoming once available.