Sync Status

  • 1
  • Problem
  • Updated 5 months ago
I have migrated our company documents from Dropbox to ShareFile.  We have battled bandwidth issues over the last 3 weeks as employees began to sync with the new service.  I acknowledge the bandwidth issues regarding multiple syncs is not a ShareFile Issue.  We got through it and employees were synced.

I used my machine to transfer all of our files from DB to SF.  I did this over a 2 week window prior to employee roll out.  My machine was the source of data for SF Cloud.  I was Synced before roll out.

Employees are now again battling very delayed sync times.  I have files that were added by an employee on Monday of this week that are still not showing up on other employee Shared Folders.  Employees are seeing updates primarily from my machine.  I have changed very few files. I have changed none in the folders they are seeing activity in the Sync Status window that indicate by me.  Again, I was the originator of the data and synced prior to roll out.

I can not find any activity logs that indicate I have uploaded large amounts of data in the past week.  The only place I see this is in my local Sync Status Window that is also reflected in other user's Sync Status window.

Please help determine the issue.  See attached image...


Photo of Rich Tincher

Rich Tincher

  • 16 Posts
  • 1 Reply Like

Posted 5 months ago

  • 1
Photo of Leo

Leo, Official Rep

  • 367 Posts
  • 25 Reply Likes
Hi Rich,

It's Thursday, so I'm not sure if the information is still logged from Monday for the user who uploaded a file, but can you have that user use the "Report an Issue" option in the Sync dashboard so that we can try to see what's going on?  It should give a confirmation that I can use to search for that log, once submitted.  If you want to see the logs directly, they're in %temp%\ShareFile instead.

Also, the window indicates both uploads and downloads.  I just verified on mine by uploading something through the website instead, and letting it sync back down.  (Sync wouldn't be detecting what I do on the browser.)

You may also want to see what the reports under "Settings -> Admin Settings -> Company Account Info -> Reporting" show.  The Usage and Bandwidth Detail reports should give you a more detailed picture.

-Leo
Photo of Leo

Leo, Official Rep

  • 367 Posts
  • 25 Reply Likes
Also, I forgot to mention,

Please open a help request through your account and provide the following additional information:

- The name of the file that's not updating
- The user who was uploading the file

That will make it significantly easier to check the logged activity.  If the file is not reaching other people then there's two questions that usually need to be considered:  Did sync detect the file show up?  Did the file get uploaded from the original computer in the first place?  

-Leo
Photo of Leo

Leo, Official Rep

  • 367 Posts
  • 25 Reply Likes
Rich, 

Another addendum -- please use report an issue on your machine as well so that we can have logs to investigate your "X minutes ago by you" lines.

-Leo