Mac Drive Troubleshooting (Legacy)

This document covers the deprecated OSXFUSE-based Cloud Drive for Mac. For the new Cloud Drive see Cloud Drive for Mac (Mac Drive).

First please check the Mac Cloud Drive restrictions as many issues can be resolved by stepping through these .

When using the legacy drive please ensure you are running a supported version of OSX for the build of the Mac App Suite you are running. You should also check the OSXFuse version, particularly if you have other OSXFuse based Apps. If using the new Mac Drive please check the update channel through the App to check you have the latest version.

If when using the legacy drive it presents a blank windows in Finder as below it is possible that OSXFuse, which the drive relies and interacts has had an issue which has resulted in the drive terminating.

You can validate this by checking to see if the drive icon is still visible in OSX toolbar. If it is not then the drive has crashed.

To restart the drive navigate to System→Preferences→SME and turn the tools off an on again ensuring that the necessary OSX File Fabric Apps are selected (including the Drive).

VPN's have been known to interfere with the Drive particularly when turned on and off when the Drive is active so this is something you should be aware of and check.

Remote desktop software can also potentially cause issues with Drive access. This can occur due to remote access software emulating mouse and keyboard interactions. OSX may block these emulations and end users may need to click “Allow” when it appears, which can be easy to miss.

If having performance or usability problems when using the legacy drive always check to ensure that the Drive has been whitelisted or exempted from any Anti-Virus Application (any files downloaded will still be scanned as they hit the local disk cache).

The following application should be exempted:

/Library/PreferencePanes/SMEStorage.prefPane/Contents/Resources/Drive.app

Furthermore the default Cache location of the Drive is below, and this should also be exempted:

~/Library/Caches/SMEStorage\ FS/

Please note that the default cache location is relative to each user.

If you are reporting an issue with the Drive to support@storagemadeeasy.com, please include a transcript of the Drive's recent activity. To get this, wait until the Drive is not busy, copy the contents of the Drive's Console window to a text file and include the text file with your report. You can display the Drive's console window by choosing “View console…” from the Drive's menu bar menu.

Apple has substantially tightened / hardened OSX security in the Big Sur and Monterey releases. If the File Fabric OSX Application suite is causing issues post an upgrade to Big Sur/Monterey and an upgrade to the legacy Mac App suitewe recommend to consider a complete removal of the upgraded OSX File Fabric and then a clean re-install of the latest release. Alternatively you should consider upgrading to the new and updated Cloud Drive for Mac release. You are of course welcome to contact support@storagemadeeasy.com prior to taking this step.

Ask the user having the issue to open the Applications/Utilities/Terminal application and type in the below commands, saving the response to a text file.

whoami

(provides the OSX logged on username)

sw_vers

(provides the OS name, version, and build number)

uname -a

(provides the OS kernel version)

df -a

(list the currently mounted file systems)

ps -axc -o comm > processes.txt

(outputs the currently running processes to processes.txt - please send us this file)

Please then launch the built-in OSX 'Console' application and from the Crash Reports tab, and the system.log tab, find the process name 'Drive', and separately, 'osxfuse' and copy and send the output to“ support@storagemadeeasy.com