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Troubleshooting Synchronization Issues in Desktop App

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Introduction

At times, you may encounter a “Synchronization error” message indicating that a synchronization service cannot create a listing of the files available on the cloud, making synchronization impossible. This article will help you understand why this happens and how to resolve it.

Understanding the Issue

This error typically arises due to one of two reasons:

  1. Temporary Infrastructure Issues: Occasionally, there may be temporary issues on our infrastructure that prevent the sync service from creating a file listing. In such cases, the issue will resolve itself eventually, and synchronization will resume.
  2. Offline Sync Folder Issues: In some cases, certain folders added to offline sync might have caused an issue for the sync service.

Resolving the Issue

If the error is due to offline sync folder issues, you will need to manually remove some folders from offline sync. Here's how:

  1. Open the Desktop App.
  2. Click on 'Offline folders' or “Connected folders”
  3. Click on the 'Remove' button next to the folder name

Currently, we don’t have a way of indicating which folder might have caused an issue. Most likely it would be one of the recently added folders.

If you’d rather not remove folders from sync or you’ve done that but the issue still persists, contact Egnyte Support.

 

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