Troubleshooting Issues with the Sync functionality of the ASUS WebStorage Desktop App

Troubleshoot Basic Problems

You may encounter these common problems:

  • MySyncFolder in File Explorer (Windows version) or Finder (macOS version), out of sync with MySyncFolder in Web Version

  • Sync APP suddenly stops working, closes, or the program does not respond

  • Unable to log in

  • An unknown error occurred

Here are some methods you can use to resolve these types of errors:

  • Execute a connection test

  • Check if the app is the latest version

  • Confirm file status

  • View error logs

  • Execute fix sync error

  • Reinstall the Sync APP

  • Contact ASUS WebStorage Support Team

Connection Test

Windows Version

Right-click the toolbar icon in the lower right corner of the desktop, move the cursor to "Support", and then click "Connection Test"
After clicking, the system will perform connection detection to confirm whether the connection is normal. If it is normal, the message “Test connection succeed" will be displayed.

macOS Version

  1. Left-click on the icon in the menu bar and select "Preferences".

  2. After entering the setting page, select "Network" on the upper tab to enter the network page.

  3. After entering the network page, click [Connection Test] at the bottom left

After clicking, the system will perform connection detection to confirm whether the connection is normal. If it is normal, the message "Connecting..." will be displayed.

 

Check for Latest Version

Windows Version

Right-click on the toolbar icon in the lower right corner of the desktop, move the cursor to "Support", and then click "Check for the latest version"
This function will connect to the cloud host to check whether the currently installed version is the latest. If it is the latest version, a prompt message will be displayed。
If you need to update, a prompt will pop up, please click "Go to Download" to guide you to download and update the latest version of the application.

macOS Version

  1. Left-click on the icon in the menu bar and select "Preferences".

  2. After entering the setting page, select "Account" on the upper tab to enter the account page.

  3. After entering the account page, click [Check Version] at the bottom

Confirm File Status

Any of the following conditions will cause the file to fail to sync properly:

  • There are characters in the filename that are not compatible with the Windows operating system.

  • The filename character exceeds the Windows operating system length limit: the maximum allowed length is 255 characters.

  • The characters in the path where the file is located exceed the Windows operating system length limit: the maximum allowed length is 260 characters.

  • The file is a system file or temporary data。

  • The file is being opened by another application.

  • File exceeds your single file upload size limit

  • Sync path is set to Desktop, Entire Disk, External Hard Disk, System Folder

 

View Error Logs

You can check the synchronization status through the following methods to confirm whether there are any abnormal records:

Windows Version

  1. Right-click the toolbar icon in the lower right corner of the desktop and select "Settings".

  2. After entering the setting page, select "Status" on the left tab to enter the status page.

  3. If there are abnormal records, a prompt will appear in the table:
    "You are performing file synchronization at __, and there are __ abnormal files. Click to view"
    The records of abnormal synchronization that can be viewed are as follows:
    -This file is a system file or temporary data
    -When the file is uploaded, it is opened or locked by another program
    -Upload is not allowed for this file format
    -The project folder is full and cannot be uploaded!
    -This file is infected by a virus, and it is forbidden to be downloaded to the local end.
    -this file is infected by a virus, and it is forbidden to upload it to the cloud.
    -This is a risky file and is prohibited from being downloaded to the local end.
    -This is a risky file and cannot be uploaded to the cloud.
    -This file is abnormal for the system to scan viruses or personal information, and the upload failed
    -The extension is abnormally modified
    -File size exceeds upload limit
    -File name or path is too long

 

macOS Version

  1. Left-click on the icon in the menu bar and select "Preferences".

  2. After entering the setting page, select "Status" on the upper tab to enter the status page.

  3. The form can be switched to [abnormal record]
    The latest 20 abnormal synchronization records will be displayed, and TXT can be exported as a file record
    -Date/Time: Displays the time when the synchronization is complete
    -Feature: Show upload or download
    -Abnormal event
    -File name
    -Path

Fix Sync Error

You can perform the fix sync error function in the following ways:

Windows Version

  1. Right-click on the toolbar icon in the lower right corner of the desktop, click "Support", and then click "Fix Sync Error"

  2. Please wait for more than 20 minutes after the prompt window appears: "Checking the sync file with the server...".(The actual time will increase or decrease depending on the number of files)

  3. After the synchronization is complete, check whether the file has been synchronized.

macOS Version

  1. Left-click the icon in the menu bar, then select "Fix Sync Error", and click [confirm] at the prompt.

  2. Please wait for more than 20 minutes after the prompt window appears: "Completed!". (The actual time will increase or decrease depending on the number of files)

  3. After the synchronization is complete, check whether the file has been synchronized.

Reinstall the Sync APP

If the synchronization is still abnormal for unknown reasons, you can try to reinstall

Windows Version

  1. Remove the app
    In the search box of the taskbar, type "control" and select it from the results.
    Select [Programs] > [Programs and Features].
    Then long-press (or right-click) the program you want to remove, then select "Uninstall" or "Uninstall/Change", then follow the given instructions.

  2. Install the latest version of the application.
    Go to the official website to download the latest version of the Sync APP.

  3. Reboot your computer.

  4. Wait for the sync to complete again.

macOS Version

  1. On the left menu of Finder, click [Applications].
    In the application, find the Sync APP, and drag the Sync APP to the trash can.

  2. Install the latest version of the application.
    Go to the official website to download the latest version of the Sync APP.

  3. Reboot your computer.

  4. Wait for the sync to complete again.

Contact ASUS WebStorage Support Team

If you have tried the above methods but still cannot solve your problem, please fill in the problem report form.
Please provide the correct "operating system version" and "occurrence date and time" in the problem report.
The following is what we recommend you provide in the "Description" and "Upload File" sections. Providing complete information will effectively speed up the problem resolution:

  • Sync APP version

  • Full-screen shot of error message

  • Full-screen shot of Status Page

  • Detailed description of the operation steps (for example: after starting the backup, whether the file shows backup, etc..., detailed operation instructions.)

  • LOG files
    Please refer to the following steps to obtain the LOG record file, which will be one of the important information the team needs to solve the problem for you:
    Windows Version
    1. Right-click the toolbar icon in the lower right corner of the desktop, move the cursor to "Support", and then click "View log file"
    2. The file manager will open C:\Users\User name\AppData\Roaming\ASUS WebStorage\Logs. Please compress all the files in the "Logs" folder and send them back.
    macOS Version
    1. Left-click on the icon in the menu bar and select "Preferences".
    2. After entering the setting page, select "Account" on the upper tab to enter the account page.
    3. After entering the account page, click [View log file] at the bottom
    4. Finder will open the log folder, please compress all files in this "log" folder with compression software and send it back.

 

Was this article helpful?