Reasons for files being skipped from uploading or downloading

The following guide outlines reasons for files being prevented from being uploaded from the Desktop App and recommended courses of action.  

 

Insufficient permissions

What's causing this?

You do not have enough permissions to upload a file or create a folder at the specified location at this time.

How to resolve it

  • If you know you have permissions to upload content to the folder where you're attempting to upload content, check whether the file is locked by another user in the cloud, or
  • If you believe you should have access to the folder where you're attempting to upload content, request the folder owner or your Egnyte administrator to give you Editor privileges to the folder, or
  • Delete the item or move it to a location in Egnyte where you have Editor privileges at a minimum. 

 

 

File too large

What's causing this?

The file you're uploading exceeds the maximum allowed size for any individual file in your domain. 

How to resolve it

 

 

Too many files in folder

What's causing this?

The supported maximum number of files or folders in the same folder as this file or folder has been exceeded.

How to resolve it

  • Break down your folder into several sub-folders to prevent storing more than 50,000 files and/or 50,000 folders directly under any single folder. 

 

 

File in use

What's causing this?

The file cannot be uploaded as it's currently in use. The client will upload the file when it is no longer in use.

How to resolve it

  • If you have the file open and need it to be uploaded, try closing the file and retrying the upload, or
  • Another app on your machine may have the file open - the file will be automatically uploaded when it is no longer in use. 

 

 

Unsupported Characters

What's causing this?

This file was not uploaded to Egnyte since it contains some unsupported characters in its name.

How to resolve it

  • Remove unsupported characters from the filename to continue uploading the file. The most common examples of files with unsupported characters include those that:
    • contain one of the characters: \  /  "   :  < >  |  *  ?  +

    • end with period(s)

    • begin or end with spaces in their name

    • have control characters in their name 

 

  

Excluded from upload

What's causing this?

This file type is excluded from uploading to the cloud by your administrator.

How to resolve it

  • Move the file outside of Egnyte to a different location on your machine since it will never be uploaded, or
  • Keep the file in place - it will continue to be accessible on the machine where the skip is encountered but will simply not be uploaded to the cloud. 

 

 

Malware Detected

What's causing this?

This file was not uploaded to Egnyte as a safety precaution as it may contain malware. 

How to resolve it

  • Immediately move the file outside of the drive or volume created by the Desktop App and use an anti-malware solution to scan the file - if the scan does not yield any problems, email Egnyte Support at support@egnyte.com with details of the file that triggered the message.  

 

 

Unable to Download

What's causing this?

The file or folder was not downloaded due to a conflict with another file or folder that is in the same location on your machine or permissions to the working directory used by the Desktop App.

How to resolve it

  • If this is a folder, ensure there isn't a file with the same name at the same location, or
  • Ensure you have permissions to read, write and delete files to the working directory used by the Desktop App ('~/Library/Application Support/Egnyte Drive' on Mac; '%localappdata%/EgnyteDrive' on Windows). 

 

 

Name too long

What's causing this?

The name of the file or folder you are attempting to upload is over the supported 245 character limit.

How to resolve it

  • Rename the file or folder so it's shorter than 245 characters. 

 

 

Path too long

What's causing this?

The full path to the file or folder you are attempting to upload is over the supported maximum of 5000 bytes. This the length of the name of the file and folder itself in addition to the length of the names of all the parent folders.

How to resolve it

  • Rename the file or folder, or any of the parent folder above it, so the length of the full path is less than the supported 5000 bytes, or
  • Move the file or folder to a different parent folder so the length of the full path is less than the supported 5000 bytes.

 

 

Empty file

What's causing this?

The file has no content (0 bytes) so it won't be uploaded to avoid unnecessary network traffic.

How to resolve it

  • Add content or make changes to the file to increase it's size.

 

 

Error: Contact Support

What's causing this?

There was an error uploading your file due to an issue that needs to be investigated. In most cases, re-attempting the upload should resolve the issue.

How to resolve it

  • Click the option to Retry All to re-attempt the upload, or
  • If retrying the upload yields the same result, contact support by clicking the Egnyte Connect icon in the tray menu in Mac or the task bar in Windows and selecting Help & Support > Contact Support. Include the following information in the Issue description :
    • Name of the file(s) that failed to upload,
    • Approximate time you attempted to retry the uploads.

 

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