Upload Troubleshooting Guide
Last updated on November 19, 2021
By“upload” we mean copying or moving a file through Access Anywhere onto one of your Access Anywhere providers. Uploads happen in many situations including when:
- You choose Upload in the Web File Manager.
- You choose Upload in Windows Cloud Explorer.
- You choose Upload in Mac Cloud Files.
- A file is copied to or saved on a Cloud Drive.
- A new local file is detected by CloudSync for a sync pair that syncs from local to cloud.
- A file is copied or moved from one Access Anywhere provider to another.
If you ever experience a problem uploading a file you may want to open a support case with us or you may choose to troubleshoot it yourself. Either way, here are some steps that you should take to help identify and resolve the issue.
The best indicator of what is preventing an upload from being executed successfully is often the error message that you see when the upload fails. If you are working with us then please grab a screen shot and include it on your support ticket.
Reproducibility
It is easier to diagnose an upload problem if a case can be identified that causes the problem to occur every time. Try repeating the operation that failed two or three times. Knowing whether a problem is consistent or erratic will help you and us find the cause, and having a case that can be reproduced consistently is extremely helpful.
Try a Download
If the same user working from the same account can download files from the same folder then the connection between Access Anywhere and the storage is working and the account being used by Access Anywhere to access the storage has at least read read access to the folder in question. On the other hand, if downloads aren't working either, something basic may be wrong between Access Anywhere and the storage.
Try the Web File Manager
If the problem occurred with one of our desktop or mobile tools or through a Access Anywhere API program that you have written, check to see whether the same file can be uploaded successfully to the same folder by the same user with the Web File Manager. If so then you and we can be almost certain that the issue is in the client program or its connection to Access Anywhere, and not Access Anywhere itself or the storage to which Access Anywhere is connected.
Try Other Client Programs
If you care experiencing the upload issue from one of Access Anywhere's desktop or mobile tools and you don't see the problem from the Web File Manager, try using other tools to perform the same operation as the same user. For example, if you are experiencing the problem with the Windows Cloud Drive, try the upload with the Windows Cloud Explorer. Knowing whether the issue is confined to a single tool will help with the diagnosis.
Try Variations with the Client Program
If you don't see the problem from the Web File Manager or other Access Anywhere client tools then you can focus on the client program, for example the Windows Cloud Drive or the Android app., from which you are experiencing the problem. The steps you should take will vary from tool to tool, but here is some general guidance:
- Stop the program and restart it, then try the upload again.
- If you are using a Cloud Drive, empty the cache (but first be sure it isn't holding the only copy of files that haven't been uploaded).
When you use one of our Cloud Drives, the file you want to upload will be copied to the Cloud Drive's cache (if it is not already there) before it will be uploaded. Make sure the cache is big enough and has enough free space to accommodate the file.
- Try the same upload (same file, folder and Access Anywhere account) with the same tool from a different machine.
- Run a test with antivirus software turned off to see whether the behavior changes. If the behavior doesn't change then you can assume that the antivirus software is not at fault. If, on the other hand, the upload now works as expected then the antivirus software is probably the cause of the issue.
Interference by antivirus programs is the single most common cause of problems uploading from the desktop. BitDefender in particular has been known to interfere with uploads done through the Web File Manager. Observed behavior includes an apparent burst of very high throughput activity followed by a long period of apparent inactivity prior to the upload completing.
- Check our on-line documentation for the program you are using to see whether there are tips for dealing with the issue.
Try Other Files
Can the same user upload other files to the same directory from the same client program on the same machine or device? If so then look for an issue with the original file. Do you have permission to read it? Is it locked? You can check these thing using utilities provided by your machine's operating system or by performing local tests. If you can't copy the file locally, you won't be able to upload it to Access Anywhere.
Try Other Accounts
If you are uploading to a Access Anywhere folder that is shared with teammates, ask one of them to try uploading to the same folder. If they can upload successfully then the issue may be that you don't have permission to write to the folder.
Try Other Storage Providers
If you have more than one storage provider connected to your Access Anywhere, test uploads to each of them to determine whether the problem is confined to a specific provider.