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Troubleshooting the Desktop App

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The following guide outlines common Desktop App error states and how to resolve them. To see the state of the application, hover over the Egnyte system tray icon in Windows or the tray menu icon in Mac.  

If you're unable to find the error message you're experiencing, or the provided solutions to not resolve your issue, please contact our Support team for additional assistance.

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Insufficient Disk Space

Unable to Connect, Contact your Administrator

Sync Less Folder for Better Performance

X File(s) Skipped

Unable to Access Other Domains Through the Desktop App

 

Insufficient Disk Space

What's causing this? 

You do not have enough disk space for the application to operate.

How to resolve it

  • Free up disk space on the hard drive where your user profile information is stored (in most cases, this will be your primary hard drive).
  • Select the Manage Offline Folders option from the App settings page and remove some folders from syncing for offline access. The items will still be accessible while you have an internet connection.

Unable to Connect, Contact your Administrator

What's causing this?

This typically occurs due to errors in the certificate used to encrypt and decrypt any requests sent to the cloud. For security reasons, the Desktop App will only connect to hosts which make use of certificates that are trusted on the machine.

How to resolve it

  • Contact your IT administrator to see if the network setup is making use of a certificate that is not trusted on your machine. This can happen if there is a proxy that is using an untrusted certificate to encrypt and decrypt traffic between the Desktop App and the cloud.

Sync Less Folders for Better Performance

What's causing this?

You are syncing more than the maximum supported 500,000 files at once to your machine.

How to resolve it

  • Select the Manage Offline Folders option from the App settings page and remove folders from syncing for offline access until you no longer see this message. The folders will still be accessible while you have an internet connection.

X File(s) Skipped

What's causing this?

Some files have not been uploaded or downloaded.

How to resolve it

  • Click X File(s) Skipped for more details. You can select the Reason for the skip to understand how to resolve the error in more detail.
  • For more information about this issue, please read through this article.

Unable to Access Other Domains Through the Desktop App

What's causing this?

If you have MEM (Multiple Entity Management), but you have not mapped each domain to a separate drive you will not be able to access the files. 

How to resolve it

  • Click the Desktop App icon from the icon tray, select the Drives tab, and click Add Drive. You will need to enter the domain login credentials and click Add drive. Select the domain(s) from the list and choose Continue. Follow the prompts. Each domain should be added as a separate drive to your Windows file explorer or the Mac Finder.

Unable to See Two-Factor Authentication Prompt

This troubleshooting step is for Windows Server environments, which is officially unsupported

What's causing this?

Windows Servers have tight settings applied by default under Internet Options that prevent it from populating.

How to resolve it

Run the following steps:

  1. Go to Run
  2. Type inetcpl.cpl
  3. Select Trusted Sites -> Sites -> add the following entries,
    https://*.egnyte.com
    file://egnytedrive



  4. You may have to uncheck Require server verification...
  5. Once the entries have been added, you may recheck that option.
  6. Hit Close.
  7. Exit and relaunch Egnyte Desktop app to try to sign in.
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