{"id":28202,"date":"2020-08-12T07:19:22","date_gmt":"2020-08-12T12:19:22","guid":{"rendered":"https:\/\/www.filecloud.com\/blog\/?p=28202"},"modified":"2023-05-01T02:53:31","modified_gmt":"2023-05-01T07:53:31","slug":"troubleshooting-with-filecloud","status":"publish","type":"post","link":"https:\/\/www.filecloud.com\/blog\/troubleshooting-with-filecloud\/","title":{"rendered":"Troubleshooting FileCloud"},"content":{"rendered":"<p><img decoding=\"async\" loading=\"lazy\" class=\"alignnone size-full wp-image-28205\" src=\"https:\/\/www.filecloud.com\/blog\/wp-content\/uploads\/2020\/08\/troubleshooting.png\" alt=\"\" width=\"1244\" height=\"997\"><\/p>\n<p>\u00a0<\/p>\n<p>We know that setting up and maintaining FileCloud, at the beginning, can be a little intimidating. That\u2019s what we\u2019re here to help with! To ensure that your transition into using the best EFSS solution on the market is as painless as it can be, here are some answers to frequently asked issues of FileCloud.<\/p>\n<p>We will cover different applications of FileCloud troubleshooting in this blog post.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_63 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.filecloud.com\/blog\/troubleshooting-with-filecloud\/#FileCloud_Installation_Troubleshooting\" title=\"FileCloud Installation Troubleshooting\">FileCloud Installation Troubleshooting<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.filecloud.com\/blog\/troubleshooting-with-filecloud\/#FileCloud_Server_Troubleshooting\" title=\"FileCloud Server Troubleshooting\">FileCloud Server Troubleshooting<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.filecloud.com\/blog\/troubleshooting-with-filecloud\/#FileCloud_Sync_Troubleshooting\" title=\"FileCloud Sync Troubleshooting\">FileCloud Sync Troubleshooting<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.filecloud.com\/blog\/troubleshooting-with-filecloud\/#FileCloud_Drive_Troubleshooting\" title=\"FileCloud Drive Troubleshooting\">FileCloud Drive Troubleshooting<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.filecloud.com\/blog\/troubleshooting-with-filecloud\/#FileCloud_iOS_Troubleshooting\" title=\"FileCloud iOS Troubleshooting\">FileCloud iOS Troubleshooting<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.filecloud.com\/blog\/troubleshooting-with-filecloud\/#FileCloud_Metadata_Troubleshooting\" title=\"FileCloud Metadata Troubleshooting\">FileCloud Metadata Troubleshooting<\/a><\/li><\/ul><\/nav><\/div>\n<h3><span class=\"ez-toc-section\" id=\"FileCloud_Installation_Troubleshooting\"><\/span><strong>FileCloud Installation Troubleshooting<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Unexpected problems can happen when you are installing or configuring your new FileCloud software.<\/p>\n<p>If FileCloud Webserver or Database does not startup, it is most likely that another process is using the ports used by the Webserver and the Database. \u00a0By default, FileCloud uses these 3 ports (<strong>80, 443, 27017<\/strong>), so if other programs are using these ports, the servers will not start up properly.<\/p>\n<p>The most common applications that use these ports are Microsoft IIS, Skype, TeamViewer.<\/p>\n<p>An alternative option to see Process running on ports 80,443 or 27017 is through GUI. Go to S<em>tart&gt;&gt;All Programs&gt;&gt;Accessories&gt;&gt;System Tools&gt;&gt;Resource Monitor<\/em>\u00a0(or\u00a0<strong>Run<\/strong>\u00a0<code>resmon.exe<\/code>)<\/p>\n<p>PID (4) \u2013 Image (System) running on port 80 implies IIS may be running. Stop the IIS and try to restart Apache<\/p>\n<p><img decoding=\"async\" class=\"confluence-embedded-image\" src=\"https:\/\/www.filecloud.com\/supportdocs\/download\/attachments\/8160552\/I2UzJ.png?version=1&amp;modificationDate=1530659064000&amp;api=v2\" data-image-src=\"\/supportdocs\/download\/attachments\/8160552\/I2UzJ.png?version=1&amp;modificationDate=1530659064000&amp;api=v2\" data-unresolved-comment-count=\"0\" data-linked-resource-id=\"40239144\" data-linked-resource-version=\"1\" data-linked-resource-type=\"attachment\" data-linked-resource-default-alias=\"I2UzJ.png\" data-base-url=\"https:\/\/www.filecloud.com\/supportdocs\" data-linked-resource-content-type=\"image\/png\" data-linked-resource-container-id=\"8160552\" data-linked-resource-container-version=\"11\"><\/p>\n<p id=\"InstallationTroubleshooting-ModRewriteSetupCheckFailsduringInstall\"><strong>Mod-Rewrite Setup Check Fails during Install<\/strong><\/p>\n<ol>\n<li>Verify that the mod_rewrite apache module is properly installed and activated<\/li>\n<li>In the Apache configuration file for the site, ensure \u201cAllowOverride All\u201d is set correctly for the site.<\/li>\n<li>Ensure, that the Apache <em><strong>.htaccess<\/strong><\/em> file is present in the WWW Root (say \/var\/www or c:\\xampp\\htdocs)<\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"FileCloud_Server_Troubleshooting\"><\/span><strong>FileCloud Server Troubleshooting<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Whenever FileCloud encounters an error it records the issue in the log files with an error code. We suggest you go through the log files to know the error type.<\/p>\n<p>Error codes are recorded with a prefix of\u00a0CLFC and a series of 5-digit numbers<\/p>\n<p>For example CLFC-012345<\/p>\n<p>You can use the error code to understand:<\/p>\n<ul>\n<li>what went wrong<\/li>\n<li>what the possible cause maybe<\/li>\n<li>suggested steps to resolve it<\/li>\n<\/ul>\n<p>Sometimes, one issue can cause one or more error codes to be reported in the log file.<\/p>\n<p>In this scenario, you will see errors in the following formats:<\/p>\n<div class=\"table-wrap\">\n<table class=\"wrapped confluenceTable\">\n<colgroup>\n<col>\n<col><\/colgroup>\n<tbody>\n<tr>\n<td class=\"confluenceTd\">CLFC-xxxxx<\/td>\n<td class=\"confluenceTd\">5 digits represent a single error<\/td>\n<\/tr>\n<tr>\n<td class=\"confluenceTd\">CLFC-xxxxx-xxxxx<\/td>\n<td class=\"confluenceTd\">10 digits represent an issue with two errors<\/td>\n<\/tr>\n<tr>\n<td class=\"confluenceTd\">CLFC-xxxxx-xxxxx-xxxxx<\/td>\n<td class=\"confluenceTd\">15 digits represent an issue with three errors<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p>Therefore, to resolve the problem you should address each error code.<\/p>\n<p>Find out more about error code glossary here<\/p>\n<h3><span class=\"ez-toc-section\" id=\"FileCloud_Sync_Troubleshooting\"><\/span><strong>FileCloud Sync Troubleshooting<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Because of the wide variety of local computer environments as well as a variety of network and server configuration, there can be sometimes issues when synchronization occurs.<\/p>\n<p>This can also make troubleshooting complicated. Use the following topics to find steps that will help you troubleshoot and resolve issues.<\/p>\n<ul>\n<li><strong>Files That Don\u2019t Sync<\/strong><\/li>\n<\/ul>\n<ol>\n<li>Windows Operating Systems only allows files and folder names of around\u00a0260 characters or less. So paths longer than those are not synced.\u00a0If the entire file path and name exceed 260 characters, shorten the name or move the file or folder to a higher-level folder within your FileCloud.<\/li>\n<li>Files and folders ending with \u201c\u2018.\u201d and \u201c,\u201d characters will cause an error. The files must be renamed.<\/li>\n<li>FileCloud Sync doesn\u2019t sync some files with characters that are incompatible with some operating systems.\u00a0 Rename them to something more suitable for use across multiple operating systems.<\/li>\n<\/ol>\n<p><em>Note \u2013 Sync only detects changes when the file size changes. If the file size does not change, then the file modification is not detected by sync.<\/em><\/p>\n<ul>\n<li><strong>Change Sync Folder location<\/strong><\/li>\n<\/ul>\n<p>FileCloud Sync app stores\u00a0synchronized files at a default location<\/p>\n<p>The default location of this sync folder is listed below :<\/p>\n<ul>\n<li><strong>Windows:<\/strong>C:\\users\\&lt;user&gt;\\My Documents\\FileCloud<\/li>\n<li><strong>Mac OSX:\u00a0<\/strong>{HomeDir}\\FileCloud<\/li>\n<li><strong>Linux:\u00a0<\/strong>{HomeDir}\\FileCloud<\/li>\n<\/ul>\n<p>To change the sync folder, open the \u201cSettings\u201d option, and then click on the \u201cSettings\u201d tab.<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignnone size-full wp-image-28439\" src=\"https:\/\/www.filecloud.com\/blog\/wp-content\/uploads\/2020\/08\/Sync-Settings.png\" alt=\"FileCloud Sync Settings\" width=\"678\" height=\"595\"><\/p>\n<ul>\n<li><strong>Change sync cache folder<\/strong><\/li>\n<\/ul>\n<p>FileCloud Sync app stores <u>temporary files<\/u> in a cache folder.<\/p>\n<p>The default location of this cache folder is listed below :<\/p>\n<ul>\n<li><strong>Windows:<\/strong> %APPDATA%\\FileCloudSyncData<\/li>\n<li><strong>Mac OSX:\u00a0<\/strong>{HomeDir}\\FileCloudSyncData<\/li>\n<li><strong>Linux:\u00a0<\/strong>{HomeDir}\\FileCloudSyncData<\/li>\n<\/ul>\n<p>To change the default location,<\/p>\n<ol>\n<li>Stop the FileCloud Sync App<\/li>\n<li>Copy the contents of the\u00a0FileCloudSyncData folder to the new folder that you want (For example, \u00a0You can copy it to \u201cH:\\FileCloudSyncData)\u201d.<\/li>\n<li>Change the syncclientconfig.xml file, and modify the \u201c<strong>value<\/strong>\u201d key of\u00a0<strong>syncclientlocation<\/strong> entry to the path you want (For example, &lt;value&gt;DEFAULT&lt;\/value&gt; to &lt;value&gt;H:\\FileCloudSyncData&lt;\/value&gt;.<\/li>\n<li>Restart the Sync app<\/li>\n<\/ol>\n<ul>\n<li><strong>FileCloud Sync Icon overlays not visible<\/strong><\/li>\n<\/ul>\n<div>In Windows 10, Microsoft installs OneDrive\u00a0icon\u00a0<span class=\"il\">overlays<\/span>\u00a0and makes other app\u00a0<span class=\"il\">overlays<\/span>\u00a0disappear. There is a limit of 8 or 9 max\u00a0<span class=\"il\">overlay<\/span>\u00a0handlers that can work. For more info, please see<\/div>\n<div><a class=\"external-link broken_link\" href=\"http:\/\/stackoverflow.com\/questions\/31964627\/tortoisesvn-icons-overlay-not-showing-after-updating-to-windows-10\" rel=\"nofollow\">http:\/\/stackoverflow.com\/questions\/31964627\/tortoisesvn-icons-<span class=\"il\">overlay<\/span>-not-showing-after-updating-to-windows-10<\/a><\/div>\n<div>\n<div>For example using regedit check the registry entries at\u00a0\u00a0 \u2013 HKEY_LOCAL_MACHINE\\SOFTWARE\\Microsoft\\Windows\\CurrentVersion\\<span class=\"il\">explorer<\/span>\\ShellIconOverlayIdentifiers<\/div>\n<\/div>\n<h3><\/h3>\n<h3><span class=\"ez-toc-section\" id=\"FileCloud_Drive_Troubleshooting\"><\/span><strong>FileCloud Drive Troubleshooting<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ol>\n<li id=\"title-text\" class=\"with-breadcrumbs\">Log files are located at %APPDATA%\/FileCloud Drive\/data<\/li>\n<li>There is a limitation to creating shortcuts to FileCloud Drive.\u00a0 When a user reboots their PC shortcuts no longer work because the map FileCloud Drive uses to build the path to your files is deleted when the PC reboots. You can create a new shortcut after you navigate through the application, and the map is recreated.<\/li>\n<li>Folder and file names cannot contain: .. \\ \/ : * ? \u201d &lt; &gt; |<\/li>\n<li>By default, Drive automatically logs you in as the previous log-in user even after your machine is restarted. To disable auto-login, see <strong>disableautologin\u00a0<\/strong>on the page\u00a0<a href=\"https:\/\/www.filecloud.com\/supportdocs\/fcdoc\/latest\/server\/filecloud-client-applications-and-add-ins\/filecloud-drive\/modifying-drive-configuration-files\/advanced-xml-drive-options\">Advanced XML Drive Options<\/a>.<\/li>\n<\/ol>\n<p>\u00a0<\/p>\n<h3><span class=\"ez-toc-section\" id=\"FileCloud_iOS_Troubleshooting\"><\/span><strong>FileCloud iOS Troubleshooting<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Getting the device logs is the first step to understand a problem and distinguishing between server-side issues and iOS issues.<\/p>\n<p>Sharing log information with our support team will help us investigate your issue and solve it promptly.<\/p>\n<h4 id=\"TroubleshootingiOSIssues-Tousetheon-deviceconsoletoaccesslogfiles:\">To use the on-device console to access log files:<\/h4>\n<ol>\n<li>To reveal an on-device console, tap five times with two fingers.<\/li>\n<li>Use the app normally to see information, warnings, and errors displayed in real-time.<\/li>\n<\/ol>\n<p><strong>To access the log files from user settings:<\/strong><\/p>\n<ol>\n<li>In the bottom left of the iOS app, click <strong>Settings.<\/strong><\/li>\n<li>In the Global Settings page, click <strong>Get Log Files<\/strong>.<\/li>\n<\/ol>\n<h4 id=\"TroubleshootingiOSIssues-Youradministratorcanalsogetthelogsfromyourdeviceremotely.\"><strong><em>Note: Your administrator can also get the logs from your device remotely.\u00a0<\/em><\/strong><\/h4>\n<p>Just contact your administrator and reproduce the actions that cause the issue you are experiencing.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"FileCloud_Metadata_Troubleshooting\"><\/span><strong>FileCloud Metadata Troubleshooting<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Starting with FileCloud Version 20.1, the setting\u00a0TONIDOCLOUD_MAX_METADATA_EXTRACTION_FILE_SIZE_MB in cloudconfig.php file enables you to override the maximum file size for automatic metadata extraction to take place.<\/p>\n<p>By default, the value of the setting is:<\/p>\n<ul class=\"wiki-list0\">\n<li>500MB for local storage<\/li>\n<li>100MB for Azure \/ S3<\/li>\n<\/ul>\n<p><strong>Change the maximum file size for metadata extraction:<\/strong><\/p>\n<ol>\n<li>Open cloudconfig.php at\n<ul>\n<li>Windows: XAMPP DIRECTORY\/htdocs\/config\/cloudconfig.php<\/li>\n<li>Linux: \/var\/www\/config\/cloudconfig.php<\/li>\n<\/ul>\n<\/li>\n<li>Find the following:\n<div class=\"code panel pdl conf-macro output-block\" data-hasbody=\"true\" data-macro-name=\"code\">\n<div class=\"codeContent panelContent pdl\">\n<div>\n<div id=\"highlighter_987490\" class=\"syntaxhighlighter sh-confluence nogutter java\">\n<table border=\"0\" cellspacing=\"0\" cellpadding=\"0\">\n<tbody>\n<tr>\n<td class=\"code\">\n<div class=\"container\" title=\"Hint: double-click to select code\">\n<div class=\"line number1 index0 alt2\"><code class=\"java plain\">define(<\/code><code class=\"java string\">\"TONIDOCLOUD_MAX_METADATA_EXTRACTION_FILE_SIZE_MB\"<\/code><code class=\"java plain\">,<\/code><code class=\"java value\">500<\/code><code class=\"java plain\">);<\/code><\/div>\n<\/div>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/li>\n<li>Change the value of the setting.\n<p class=\"auto-cursor-target\">For example:<\/p>\n<div class=\"code panel pdl conf-macro output-block\" data-hasbody=\"true\" data-macro-name=\"code\">\n<div class=\"codeContent panelContent pdl\">\n<div>\n<div id=\"highlighter_58271\" class=\"syntaxhighlighter sh-confluence nogutter java\">\n<table border=\"0\" cellspacing=\"0\" cellpadding=\"0\">\n<tbody>\n<tr>\n<td class=\"code\">\n<div class=\"container\" title=\"Hint: double-click to select code\">\n<div class=\"line number1 index0 alt2\"><code class=\"java plain\">define(<\/code><code class=\"java string\">\"TONIDOCLOUD_MAX_METADATA_EXTRACTION_FILE_SIZE_MB\"<\/code><code class=\"java plain\">,<\/code><code class=\"java value\">128<\/code><code class=\"java plain\">);<\/code><\/div>\n<\/div>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"<p>\u00a0 We know that setting up and maintaining FileCloud, at the beginning, can be a little intimidating. That\u2019s what we\u2019re here to help with! To ensure that your transition into using the best EFSS solution on the market is as painless as it can be, here are some answers to frequently asked issues of FileCloud. [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[20],"tags":[916,1156,1074,31,1451],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v20.13 (Yoast SEO v20.13) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Troubleshooting FileCloud - FileCloud blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.filecloud.com\/blog\/troubleshooting-with-filecloud\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Troubleshooting FileCloud\" \/>\n<meta property=\"og:description\" content=\"\u00a0 We know that setting up and maintaining FileCloud, at the beginning, can be a little intimidating. That\u2019s what we\u2019re here to help with! To ensure that your transition into using the best EFSS solution on the market is as painless as it can be, here are some answers to frequently asked issues of FileCloud. [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.filecloud.com\/blog\/troubleshooting-with-filecloud\/\" \/>\n<meta property=\"og:site_name\" content=\"FileCloud blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/tonidopage\" \/>\n<meta property=\"article:published_time\" content=\"2020-08-12T12:19:22+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-05-01T07:53:31+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.filecloud.com\/blog\/wp-content\/uploads\/2020\/08\/troubleshooting.png\" \/>\n<meta name=\"author\" content=\"Team FileCloud\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@getfilecloud\" \/>\n<meta name=\"twitter:site\" content=\"@getfilecloud\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Team FileCloud\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.filecloud.com\/blog\/troubleshooting-with-filecloud\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.filecloud.com\/blog\/troubleshooting-with-filecloud\/\"},\"author\":{\"name\":\"Team FileCloud\",\"@id\":\"https:\/\/www.filecloud.com\/blog\/#\/schema\/person\/8a8df071f564aa2c10fa07d6ce60c935\"},\"headline\":\"Troubleshooting FileCloud\",\"datePublished\":\"2020-08-12T12:19:22+00:00\",\"dateModified\":\"2023-05-01T07:53:31+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.filecloud.com\/blog\/troubleshooting-with-filecloud\/\"},\"wordCount\":1111,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.filecloud.com\/blog\/#organization\"},\"keywords\":[\"admin tips\",\"Drive\",\"iOS\",\"Sync\",\"troubleshooting\"],\"articleSection\":[\"FileCloud\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.filecloud.com\/blog\/troubleshooting-with-filecloud\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.filecloud.com\/blog\/troubleshooting-with-filecloud\/\",\"url\":\"https:\/\/www.filecloud.com\/blog\/troubleshooting-with-filecloud\/\",\"name\":\"Troubleshooting FileCloud - 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