Troubleshooting syncing issues in xDrive for Windows

xDrive Troubleshooting

When you encounter issues while using the xDrive desktop application, please refer to the following instructions for inspection and troubleshooting.

Common Issues & Basic Troubleshooting

  • Shortcut or pinned path shows an error message and cannot be accessed. Please try unpinning and repinning the path.
  • Data inconsistency between computer and cloud, file upload/download failures, etc. Please ensure your internet connection is stable, or try switching networks before re-uploading/downloading.
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    1. If you forgot your password, please refer to: What if I forget my account or password?.
    2. If your password is correct, please make sure your computer's "Date & time" and "Region" settings are set to "Set automatically", then re-enter your account and password to log in.
  • Cloud storage space is full. You can refer to: How to view storage details to check your space usage.

Advanced Troubleshooting

Unexplained errors, application unresponsive, empty folder display, or other conditions: Please follow the troubleshooting steps below.

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    1. Click the xDrive small icon in the Windows taskbar.
    2. Click the "⚙️Settings" icon in the upper-right corner.
    3. Click "Error Log" and perform troubleshooting according to the displayed reasons. For example: file name too long, file name contains unknown characters, file size exceeds single-file limit, or the file is currently being used by another application.
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    1. Click the xDrive small icon in the Windows taskbar.
    2. Click the "⚙️Settings" icon in the upper-right corner.
    3. Click "Rebuild Folder Index". This function will reorganize the data and structure within xDrive. You can refer to the function description: xDrive's "Rebuild Folder Index".
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    1. Click the xDrive small icon in the Windows taskbar.
    2. Click the "⚙️Settings" icon in the upper-right corner.
    3. Click "Cache Content Management" → select "Clear Now".
    4. Once the screen shows that the clearing was successful, click "Done".
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    1. Remove the old application: Uninstall the existing ASUS WebStorage Drive.
    2. Restart and reinstall: Restart your computer, then go to the official website to download and install the latest version of xDrive.
    3. Log in again: Ensure a stable internet connection, then log back into xDrive. Try browsing the files in the MySyncFolder folder again to confirm if synchronization has been restored.

Contacting the ASUS WebStorage Support Team

  • If you have tried the methods above but the problem persists, please fill out the Issue Report Form and provide all of the following information to help our technical team expedite your case:
    1. Screenshot of "Error Log": Please click the xDrive small icon in the Windows taskbar → click "⚙️Settings" in the upper-right corner → click "Error Log", and take a screenshot of this full screen.
    2. xDrive App Version: Please provide your installed xDrive version number. Click the xDrive small icon in the Windows taskbar → click account information below → the version number, such as v2.x.xxx, will be displayed in the lower-right corner of the screen.
    3. Operating System Version: Please provide your Windows version, such as Windows 10 or Windows 11.
    4. LOG (Operation Logs): Click the xDrive small icon in the Windows taskbar → click "⚙️Settings" in the upper-right corner → click "Log Folder". Please select all files within this folder, compress them into a zip/rar file, and attach it to your reply.
    5. Network Connection Type: Please specify the network you are using, such as Wi-Fi, Ethernet wired network, mobile hotspot sharing, etc.
    6. Date and Time of Occurrence: Please provide the exact timeframe when the error occurred.
    7. Detailed Information of the Un-uploadable Files: Please provide the file name, file extension, file size, and storage path of the problematic files.