You may find, even after some time has passed, that some files do not finish uploading or downloading. The SmartDrive status screen shows files remaining to upload, "Finishing up" or "Updating file structure". When you click "View pending files", files exist with a Status of "Retrying".



The most common causes are:

The file is open in another application

Another application has the file locked, preventing SmartDrive from reading or writing to it. For example, when a document is open in a word processor such as Microsoft Word, the word processor locks the file preventing SmartDrive from accessing it. SmartDrive will sync the file when you close the application. Ensure that the file which will not sync is not open in another application. For example, as soon as you click the Save button in an application, SmartDrive will try to sync the file however it will not be able to do so until you exit the application.

Transient server or network connectivity issues

The fact that a file is Retrying does not imply a problem, the Internet is inherently unreliable and SmartDrive is designed to try again when your Internet connection fails or there are network problems somewhere between you and us. Occasionally, we also have technical problems which prevent our server from responding to the SmartDrive software correctly; again these are short lived and will go away. Make sure there is good connectivity between your computer and us by ensuring that browsing the humyo web site is fast and reliable. If files have not been Retrying for several hours, don't worry, just give it some time...

You're using an old version of SmartDrive

We're always improving SmartDrive. Historically there were several issues which would prevent files syncing which we've fixed, particularly in relation to moving files around and especially when you performed operations both on a SmartDrive and through the humyo web site at the same time. Always make sure you're using the latest version of SmartDrive before you take any further troubleshooting steps or contact us for support. You can download the latest version of SmartDrive at http://www.humyo.com/pages/en/smartdrive.

Problematic file names

• Files stored on humyo may have any file name, including special characters such as pipe (|), colon (:), asterisk (*), less than (<), greater than (>), quote (") and question mark (?). Windows and Mac OSX have slightly more limited support for file names with special characters, make sure the file name and the names of the folders it is in do not include any of these special characters. If they do, rename them on the humyo web site to a name without special characters.
• A file name or the full path to it may be too long for your local file system, ensure that path names are not longer than 1024 characters.
• File names on humyo are case sensitive, however your local file system may be case insensitive, you will have problems if you have a file called "Picture.jpg" and a file called "picture.jpg" in the same folder, rename one of them on the humyo website. If you have multiple folders with the same name but different capitalisation, rename one of them or merge their contents on the humyo website.
• We are working to improve support for these circumstances in SmartDrive.
  

SmartDrive does not have permission to access the file

If the file on your computer has the read only flag set or the permissions defined for it prevent SmartDrive from reading or writing to the file, SmartDrive will not be able to sync the file. Check that the file is not marked read only and that SmartDrive has full permissions to it.

Another SmartDrive on another computer is uploading the file

Only one SmartDrive installation can be writing to a file at any one time, if you have another SmartDrive that is uploading the file wait until it is finished. A variation of this occurs when a single SmartDrive starts to upload a new file and loses its connection to the server. It can several minutes before the server times the connection out the commits the partial upload to the storage system, during which time the SmartDrive cannot resume the upload. Often when this is the case, the file will display in the humyo web site with the special last modified date of 2nd Jan 1970.

 

If you still have files that stay in Retrying state for several hours even though there are no other files left to sync, move the file out of the humyo SmartDrive or synchronised folder to another folder on your hard disk drive not synced by humyo, wait for the SmartDrive status screen to show "Up to date" and then put the file back into the SmartDrive folder.

Still not working? You're probably going to have to let us take a look. To make troubleshooting quicker, please send us your logs before you contact us, when you contact us let us know that you've sent the logs and it will enable us to look into your problem straight away. If you're an advanced user, you could even take a look at your logs yourself, you should find a recurring entry in the log files that mentions the file that is failing to sync, it could give you a pointer as to the problem and if not, you including the single log file line in your message when you contact us will make our life even easier!

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