Drive mapper, Windows Explorer NOT RESPONDING

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  • Updated 1 week ago
I have about 150 Employee users within ShareFile. We have On-Prem storage on our Multi Tenancy solution. Total data in ShareFile is about 200GB.

Almost all of my users get "NOT RESPONDING" and hanging in Windows Explorer when navigating the folders of the Drive Mapper. Does anyone here have any ideas on what could be the problem?

My users have a mix of Windows Defender and Trend OfficeScan. I've looked into some exceptions, but I do not want to roll out a lot of exceptions unless I'm sure it will have some sort of positive impact.
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Christer Trasti

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  • frustrated

Posted 3 months ago

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jason MAMC

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you are not the only one, I have users who experience it too, and I'm sure there are a ton more.  the issue is the way drive mapper is designed and how it communicates with file explorer.  I have been told about this by support, and with every update it gets a hair better, but I think this needs a redesign if possible but that is unlikely.  

Do you have the cache under settings maxed out?
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Christer Trasti

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In my experience the problem is worse when the cache is set higher than 100-200MB.

For me this is a huge problem. I'm getting tons of complaints and I'm running out of options. I've been asked to find a replacement for sharefile as soon as possible..
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jason MAMC

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The sync tool is the other option but of course, that requires that you have enough hard drive space on your machines.  realistically if you go with someone else you will be using a tool very similar to that.  I have not seen many vendors with a drive mapper type tool it's either web access or a sync tool.
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Leo, Official Rep

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Hi Christer,

Just to make sure, are you on version 3.11.103.1 of Drive Mapper?  There should be improvements for handling the reported problem added in to that version as well.

-Leo
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Prabhat Tyagi, Employee

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Hi Christer, 

Regarding office online and in general other connectors, the upcoming PCC server release (targeted to roll out end of this week) has optimizations on access, which should improve the performance. Can you please provide more details on the unreliability part so that it allows us to get that addressed?

If there are any features that you find missing, please submit it in the Ideas section. I can assure you that it would be evaluated and considered. 

Cheers
Prabhat Tyagi
(Edited)
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Christer Trasti

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A bit late. We've heard of these fixes for a year now
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Prabhat Tyagi, Employee

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I am sorry to hear that Christer. We would continue to work hard to win you back. 

I wish you the best, and if there is anything specific to ShareFile that we can help with in this forum, do let us know.

Cheers
Prabhat Tyagi 
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Jim Watson

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from Prabhat Tyagi :
"Citrix ShareFile is very much part of the company's core strategy and vision. We are actively working on adding new and improving existing capabilities, some of which will be highlighted in the upcoming Synergy conference in May. On the capabilities part too, please see that ShareFile Drive"

Respectively:
What the world needs less of from MS, Sharefile, and all the big players is:
  • talk about core strategy and "vision"
  • Synergy conferences
  • new capabilities
What the world needs now is for the software companies to shut up, be humble and embarrassed, ....and to fix what is wrong.

I blame MS, they set such a low standard with everything except the office applications, which have always been pretty good.
Here is a crazy idea - imagine that your life depended on your system working properly
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Jim Watson

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Sorry, I meant respectfully ... I guess I am not five nines reliable either (.99999% reliable)
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jason MAMC

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I have the latest version and I have experienced it once.
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Prabhat Tyagi, Employee

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Hi Jason,

If you are experiencing issue with 3.11.103.1, can you please open a support ticket. That would allow us to get the logs to investigate it further. 

Cheers
Prabhat Tyagi
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Ashar Khaliq

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Same issues here....they seem to have started when we updated to the 3.11.103.1.  I will open a support ticket.
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Prabhat Tyagi, Employee

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Thanks Ashar. 
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jason MAMC

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This is an underlying issue with the architecture of file explorer.  Drive mapper does not completely play well with FE.  They have been aware of this for a long time and my thoughts are that it would be great if they built a tool that was a combination of Sync and drive mapper.  I mentioned that about a year ago and someone from sharefile indicated that was may have been on the drawing board.
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Ahmad Dowla

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Hi Prabhat,

Thanks very much for sharing the "ShareFile for Windows" beta information. Are you able to share when the beta will receive the "Make Available Offline" function?

Thank you,
Ahmad
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Prabhat Tyagi, Employee

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Hi Ahmad, 

Thanks for your query. The first generally available version will only have ability to access files when connected to network for both Windows and Mac version. We have plans to add Make Available Offline towards the end of the year. 

Cheers
Prabhat Tyagi 
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Ahmad Dowla

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Thanks for the quick reply, Prabhat. Three follow-up questions:
  1. For employees who need offline access to their ShareFile files through Windows File Explorer, ShareFile Sync remains the only way to do so?

  2. When you say the plan is to add Make Available Offline towards the end of the year, do you mean adding the feature to the beta version or to the general release version?

  3. Are you still expecting ShareFile for Windows to be generally available before fall of this year?
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Prabhat Tyagi, Employee

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Thanks Ahmad. Please find below response to your queries -

#1. Yes

#2. Offline Access may not make to the first GA version of ShareFile for Windows / Mac. It would be made available as part of a follow up release later.

#3. Yes

Cheers
Prabhat Tyagi
(Edited)
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Ahmad Dowla

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Thanks again, Prabhat. To clarify on #2: I understand that Offline Access will not make it to the first GA version of ShareFile for Windows. My question is (1) whether or not a beta version with beta features will still be simultaneously available after the GA version is released and (2) when you say Offline Access feature will be made available towards the end of the year, whether or not you mean available as a finalized feature for the GA version or available as a beta feature for a beta version?
(Edited)
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Christer Trasti

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I just had an online demo with Egnyte today. It looks great. Setting up a trial now.