Can't create new files when ShareFile Sync is syncing.

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  • Updated 1 week ago
I have Citrix Files and Sharefile Sync installed on a Windows 7 PC. I'm running version 3.21.102.0 of Sync and version 4.2.70.0 of Citrix Files.

I copied a large amount of files into my Personal Folder of Citrix Files. The Sharefile Sync icon in the system tray has a spinning icon in it's top left corner and when clicking on it it says it has 17 minutes left of syncing. The folder is completely copied over at this point though with 17 minutes remaining according to the Sharefile Sync icon.

I then go into another folder in my Personal Folder that has been there for 1+ week. I then try to create a copy of a file in the folder, but nothing happens. Only 17 minutes later, after the Sync is done, the file appears. I have the same functionality issue when creating a shortcut for a file. 

Is this normal functionality for the Sharefile apps? This is very troublesome that I can't save new files to my ShareFile drive, the S: drive or the Sync drive, when it's syncing.
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Alex D

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  • frustrated

Posted 1 month ago

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Prabhat Tyagi, Engineering

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Hi Alex,

When files are copied to Citrix Files for Windows path, it would be shown in explorer immediately but it mat take a while for it to get uploaded. The upload time would be proportional to the size of the files being uploaded. Sync app detects the change, and downloads it to your local sync folder. 

The other way round is true too. If you add something from Sync folder, it gets uploaded to cloud, and since you are also using Citrix Files on the same machine, it detects the change and refresh the meta data once it detects the change. 

I am unclear on what you meant by  "I can't save new files to my ShareFile drive, the S: drive or the Sync drive, when it's syncing.". You should always be able to add more files while the previous ones are being transferred. 

Also what is your use case that mandates using Citrix Files for Windows and Sync app on the same machine.

Cheers
Prabhat Tyagi

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Alex D

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Hi Prabhat,

Thanks for the reply.

The reason I am using Sync and Citrix Files is because if there is no internet connection I am not able to access Citrix Files, the S: drive, on my machine. I get a popup error when trying to access the folder in my Windows explorer saying it is unavailable. Sync allows me to access my files if I have no internet connection. 

The reason this matters to me is for three reasons. The first is I don't anticipate having no internet connection but I need to be able to access my files if there happens to be an issue with it. The second is Citrix Files has been giving me Network Unavailable messages for a minute long duration approximately every hour every day even though my internet connection never fails. I have spoken to Citrix Sharefile support concerning this and they said it will be addressed in the November release. The final reason is over the last month there have been two instances where there was no connectivity for a prolonged period. The first was an entire day on 9/17 and then for 2+ hours on 10/9.

Regarding the issue I posted above, my process was:
  1. Copy over a folder from my desktop to my Citrix Files S: drive personal folder. Size is approximately 1 GB.
  2. I am shown the Windows status bar showing the status and it completes in 1 minute. 
  3. The Sync app icon in the Windows System Tray has an icon on its top left corner showing a spinning wheel. When I open the sync app it says it has 15 minutes to complete.
  4. Within a different folder than the one I just copied over in my S: drive, I right-click a file, copy it, and try to paste it in the same directory. Nothing happens.
  5. I repeat step 4 around 3 times. Still nothing happens.
  6. When the Sync process is done ~15 minutes later I now see 4 copies of the file in the different folder.
I also tried moving and deleting files in addition to copy with the same effect. Could you tell me if this is normal behavior or if there is possibly an issue with my installation?

Regards,
Alex
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Michael Cooney

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Hello Alex,

Would you mind trying one thing just to help us pinpoint the issue? When you do the copy/paste operation during the sync and the file doesn't show, can you try clicking the refresh button in explorer, the one to the right of the address bar? Does the file show up?

Thanks,
Michael
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Alex D

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Hi Michael,

It does actually. Glad it was so simple, thank you.

Regards,
Alex
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Michael Cooney

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Awesome, yea just some background, windows explorer has issues when there are a lot of updates happening within a short period (each file create/rename/delete/etc counts as an update to explorer), sometimes this can cause explorer to miss some updates, a refresh will force it to re-fetch.

One other update that you would hopefully find interesting is that we have released a new version of our app with offline file access as an optional beta feature. This can hopefully greatly simplify your workflow and prevent your need to use Sync. Once you get the new app (auto-update or download direct from http://dl.sharefile.com/cfwin/), you can enable the offline file beta by going to settings and toggling the beta check box.

Also if you do check it out, please share any feedback you have on how it works out for your use case. Thanks!
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Alex D

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Hi Michael,

Thanks for the recommendation, I just downloaded it. I'll try it out today and reply with any feedback.

Regards,
Alex
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Jim Lindsey

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Alex - Wondering if you have any feedback on using their Offline Beta feature? We are evaluating ShareFile (along with evaluating a few other cloud-based file management solutions) to replace our premise-based Windows file server - and we're testing the Offline feature. I'd appreciate any feedback that you can share.

Thanks in advance
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Alex D

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Hey Jim,

I've been running the beta version for 2+ weeks now with no issues except a recurring "Your network is offline" error that corrects itself in < 1 second but I had that issue prior to switching to the beta version. The Offline feature has worked great so far.

Regards,
Alex