Reasons for files being skipped from uploading or downloading


The following article outlines different reasons a file may be prevented from uploading through the Desktop App. You can use the links below to jump straight to the error message you're experiencing and find different solutions Egnyte has tested.

Insufficient permissions

Unable to update

File too large

Name too long

Too many files in folders

Path too long

File in use

Empty file

Out of space

Active database file

Unsupported characters

Windows short path

Excluded from upload

Can't upload Google Docs

Malware detected

Locked file

Error: Contact Support

 


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 and ensure there isn't a file or folder with the same name at the same location 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 or exceeds the supported maximum for any individual file on on-premises turbo devices.

How to resolve it:

  • Reduce the size of your file to a supported size, or
  • If the file you're uploaded exceeds the domain maximum, have your administrator contact Egnyte to increase the maximum supported file size by upgrading your Egnyte plan, or
  • If the file you're uploading exceeds the maximum supported size on Turbo, select the 'Retry All' option in the Skipped files view you have an active internet connection so the file can be uploaded directly to the cloud.

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 / Incomplete file

What's causing this?

The file cannot be uploaded as it's currently in use. The file will be uploaded when it is closed by the application that is currently accessing or writing to it.

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 still be writing information to the file (ie. its actual size differs from its expected size is larger), or
  • Another app on your machine may still have the file open - the file will be automatically uploaded when it is no longer in use.

Out of space

What's causing this?

This file cannot be uploaded as there is insufficient storage in the cloud.

How to resolve it:

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 with a name that:
    • Contains one of the characters: \  /  "   :  < >  |  *  ?  +

    • Ends with a period(s)

    • Begins or ends with spaces

    • Has control characters

    • Has a Unicode character with 4 or more bytes

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 - the file will not be uploaded to Egnyte but will continue to be accessible on your machine.
  • Request your Egnyte administrator to remove the block on this file type from Egnyte's admin console (from the Applications section under Configuration).

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 Update

What's causing this?

The file or folder was not uploaded/downloaded due to a conflict with another file or folder that is in the same location in the cloud or on your machine. This may also be due to missing 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 is 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 folders 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. However, 0 byte files are supported on the later versions of Desktop App starting v.3.3.1.

How to resolve it:

  • Add content or make changes to the file to increase its size or upgrade to version 3.3.1 or above.

Active database file

What's causing this?

The file you're trying to upload is an active database file. Active database files are uploaded very frequently and cause a large amount of network traffic. To prevent a large amount of upload or download activity, such files are uploaded at a lower frequency.

How to resolve it:

  • Leave the file in place, and it will be automatically uploaded within 15 minutes, or
  • Select the option to 'Retry all' if you need the file to be uploaded to the cloud immediately.

Windows short path

What's causing this?

The file or folder cannot be created on your machine because its path contains a file or folder with the legacy Windows short naming convention (also known as the 8.3 format) and matches a file or folder with a longer name that is already synchronized to your computer.

How to resolve it:

  • Use Egnyte's web interface to move, rename, or delete the file and any of the parent folders that follow the legacy Windows 8.3 short name to remove the conflict. You can rename the 8.3 formatted short names to match their long name counterparts to merge them and preserve versions.

Can't upload Google Docs

What's causing this?

Google Docs (files with extension as .gdoc, .gsheet, .gslides or .gdraw) behave like shortcuts or pointers to content in the cloud. Due to their nature, they cannot be uploaded from the Desktop App.

How to resolve it:

    • Move or delete the Google Doc from the drive and add the Google doc by importing it from the upload menu in Egnyte's web interface, or
    • Move or delete the Google Doc from the drive, create a new Google doc from the 'New' menu in the web interface, and copy contents of the existing Google Doc into the new doc.

Locked file

What's causing this?

You cannot upload the file because it is currently locked by another user in the cloud. This can happen in rare instances when you open the file within a few seconds of another user and the Desktop App is unable to detect that it is locked by the other user.

How to resolve it:

  • Simply wait - the file will automatically get uploaded after it is unlocked by the user who has it locked, or
  • Check which user has the file locked in the web interface and have them close and/or unlock the file. When your version of the file is uploaded, there is a chance that a conflict file will be generated if your changes would overwrite the changes made by the other user.

Error: Contact Support

What's causing this?

There was an error uploading your file due to an issue that may need further investigation. 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 taskbar in Windows and selecting Help & Support, then 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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