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windowstools/clouddrive/troubleshooting [2020_07_31 20:56] – [Drive Uploader] stevenwindowstools:clouddrive:troubleshooting [2024_01_23 18:27] – [Windows Limitations] steven
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-# Cloud Drive for Windows Troubleshooting +# Windows Cloud Drive Troubleshooting
-//Last update: July 2, 2020 (version 12.5.30)//+
  
-Return to [[windowstools/clouddrive]]+//Last update: Jan 23, 2024//
  
-This page provides a deeper drive into how the Cloud Drive works to enable tuning for specific specific workloads and workflows as well as troubleshooting problems. Please read the general overview on the [[windowstools/clouddrive]] and the [[clouddrive/win/faq]].+Return to [[windowstools/clouddrive]]
  
 +This page provides a deeper dive into how Cloud Drive works to enable tuning for specific workloads and workflows as well as troubleshooting problems. Please read the general overview on the [[windowstools/clouddrive]] and the [[clouddrive/win/faq]].
  
 ## Folders ## Folders
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-To force the drive to refresh a folder click Refresh Now on the drive from Windows Task Bar menu. The refresh happens in the background, the File Explorer will refresh automatically when new results are available.+To force the drive to refresh a folder click Refresh Now on the drive from Windows Task Bar menu. The refresh happens in the background, the File Explorer will refresh automatically when new results are available. Note that clicking the refresh button on File Explorer folder DOES NOT initiate a folder refresh.
  
-<WRAP center round important 60%> +<WRAP center round tip 60%> 
-WARNING: Clicking the refresh button on File Explorer folder DOES NOT initiate a folder refresh.+TIP: Enable drive logging to track when and what folders the drive is refreshing, and how long they are taking to refresh.
 </WRAP> </WRAP>
 +
 +## Overlay Icons
 +
 +The drive includes an option, enabled by default, to display status icons on the file icons to indicate whether they are in cache. If the cloud drive overlay icons are not enabled or are not working correctly you may instead see a grey X on the files that are not cached.
 +
 +In many cases reinstalling the Cloud Drive will restore the behavior of the overlay icons.
 +
 +* A recent Microsoft OneDrive update (January 2022) may cause issues with overlay icons. A workaround to restore the icons is to uninstall OneDrive manually, reboot, reinstall the Cloud Drive, reboot, and reinstall OneDrive from the Microsoft site. 
 +
  
  
-TIP: Enable drive logging to track when and what folders the drive is refreshing. 
  
 ## Cache Information ## Cache Information
  
-The icons indicate if files have been downloaded into cache:+The icons indicate if files have been downloaded into the cloud drive cache on the desktop:
  
  * **Blue Cloud** - File is available in the cloud.  * **Blue Cloud** - File is available in the cloud.
  * **Blue Replace** - File is currently being uploaded to the cloud.   * **Blue Replace** - File is currently being uploaded to the cloud. 
  * **Green Check** - File is available in local cache.  * **Green Check** - File is available in local cache.
 +\\ '' 
 {{ :windowstools:clouddrive:cloud-drive-explorer-icons.png?nolink&700 |}} {{ :windowstools:clouddrive:cloud-drive-explorer-icons.png?nolink&700 |}}
- +\\ \\  
-You can also see the cache status through the //DIR// command. Files with parentheses are only available in the cloud. (The drives uses the Windows OFFLINE attribute).+You can also see the cache status through the **DIR** command. Files with parentheses are not currently in the local cache. (The drives uses the Windows OFFLINE attribute).
  
     S:\Amazon S3 files\sme-oakland>dir     S:\Amazon S3 files\sme-oakland>dir
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     05/18/2020  09:15 PM       227,005,543 Family Comedy Zoom Show.mp4     05/18/2020  09:15 PM       227,005,543 Family Comedy Zoom Show.mp4
  
-Note: Your organization may have pre-configured several drive letters each with unique views into the File Fabric. For more information see [[:packagers/windows#cloud_drive|Cloud Drive Packaging]]. +Note: Your organization may have pre-configured several drive letters each with unique views into Access Anywhere. For more information see [[:packagers/windows#cloud_drive|Cloud Drive Packaging]].
 ## Windows Limitations ## Windows Limitations
  
-File Fabric folder and file paths are case sensitive and can be as long as that supported by the provider. Amazon S3 for example supports case insensitive paths, and path names up to 1024 characters.+Access Anywhere folder and file paths are case sensitive and can be as long as that supported by the provider. Amazon S3 for example supports case insensitive paths, and path names up to 1024 characters.
  
-Additionally object storage providers allows folders to have the same name as a file. The folder in object storage is represented using a path with a trailing slash ("/").  +Additionally, object storage providers allow folders to have the same name as a file. The folder in object storage is represented using a path with a trailing slash ("/").
  
-Windows is case insensitive, has a maximum path length of 260 characters, and doesn't support files and folders with the same name. Only one file is shown if multiple paths have the same character strings but different case. Files and folders with path names longer than 260 will not be displayed. +Windows is case insensitive, has a maximum path length of 260 characters, and doesn't support files and folders with the same name. Only one file is shown if multiple paths have the same character strings but different cases. Files and folders with pathnames longer than 260 will not be displayed. 
  
 For example, the drive would only show one file even though these three objects are in object storage:  For example, the drive would only show one file even though these three objects are in object storage: 
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     KEY     KEY
     key/     key/
 +    
 +
  
 ## File Download ## File Download
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 When a file is first opened the drive downloads the entire file into a local cache folder. For larger files (100s MB) some older applications may appear to freeze while the file is being downloaded. When a file is first opened the drive downloads the entire file into a local cache folder. For larger files (100s MB) some older applications may appear to freeze while the file is being downloaded.
  
-In addition to downloading the file, the Cloud Drive also asks the File Fabric to lock it.+In addition to downloading the file, the Cloud Drive also asks Access Anywhere to lock it.
  
 As the application reads data from the file the drive is providing this information from the local copy in the cache. When the application is finished it saves the file. As the application reads data from the file the drive is providing this information from the local copy in the cache. When the application is finished it saves the file.
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 ## Drive Uploader ## Drive Uploader
  
-When a file is saved by an application, changes are made to the cached file. Only when this is complete will the file be uploaded to the File Fabric.+When a file is saved by an application, changes are made to the cached file. Only when this is complete will the file be uploaded to Access Anywhere.
  
 File uploading occurs through another process, the Drive Uploader. Upload status can be monitored through “Manage Uploads”.  Historical upload activity can be seen through the drive logs. File uploading occurs through another process, the Drive Uploader. Upload status can be monitored through “Manage Uploads”.  Historical upload activity can be seen through the drive logs.
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 If an upload fails, the drive will show a dialog at the bottom of the screen. The error can also be seen in the Drive Uploader window or the logs (if they are enabled). The Uploader will make several attempts to upload a file if the error is recoverable (e.g. network failure or server retry error). You can retry or remove uploads through the Drive Uploader window. If an upload fails, the drive will show a dialog at the bottom of the screen. The error can also be seen in the Drive Uploader window or the logs (if they are enabled). The Uploader will make several attempts to upload a file if the error is recoverable (e.g. network failure or server retry error). You can retry or remove uploads through the Drive Uploader window.
 +
 +## Exclusion/Temporary Files
 +
 +Files that start with ~ (tilde) and files that match the exclusion list are not uploaded unless those files already exist on the backend storage.
 +
 +A file that is renamed from a temporary to non-temporary file name will be uploaded.
 +
 +A file that is renamed from a non-temporary to temporary file will be renamed. It will not be deleted.
  
 ## Folder Upload ## Folder Upload
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 <WRAP center round tip 60%> <WRAP center round tip 60%>
-Use “Manage Uploads” to check when files are actually uploaded to the cloud.+TIP: Use “Manage Uploads” to check when files are actually uploaded to the cloud.
 </WRAP> </WRAP>
  
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 <WRAP center round tip 60%> <WRAP center round tip 60%>
-For larger uploads use the Windows Cloud Explorer which uploads files straight to File Fabric (without using a local cache).+TIP: For larger uploads use Access Anywhere Cloud Explorer which uploads files straight to Access Anywhere (without using a local cache).
 </WRAP> </WRAP>
  
 ## Copying Files & Folders ## Copying Files & Folders
  
-Users can copy files and folders through the drive. As expected, if you copy files from a local drive or a network drive to the cloud drive, those files are uploaded to the File Fabric.+Users can copy files and folders through the drive. As expected, if you copy files from a local drive or a network drive to the cloud drive, those files are uploaded to Access Anywhere. 
 + 
 +However, if you copy a file or folder within the drive all he files are downloaded, copies, and then uploaded back through Access Anywhere. This is an expensive operation for larger files and folders. 
 + 
 +Tip: To avoid using the desktop cache to transfer files use Access Anywhere Cloud Explorer app or the web-based Access Anywhere Cloud File Manager to copy files. These apps ask Access Anywhere to execute the copy, and it doesn’t need to use cache – it sends a “Copy Object” command directly to S3 storage. 
 + 
 +## Renaming Files & Folders 
 + 
 +Traditional file systems allow moving of files and folder hierarchies within the same drive. These are light operations where the file system is changing records in a directory catalog. File contents are not physically moved. 
 + 
 +Object storage platforms, where the name of an object is hashed and determines where the object is physically stored, don't typically allow objects to ever be renamed. To support "rename" Access Anywhere can "move" objects instead by copying them to the new name, and then deleting the old name. 
 + 
 +Moving very large files and large folder hierarchies on object storage can take some time. A rename or move of a large folder initiated through the Cloud Drive will also block applications from using the folder until the rename is complete (that folder may look like it’s frozen). For this reason the Cloud Drive will ask for confirmation before executing a folder rename or move. 
 + 
 +<WRAP center round tip 60%> 
 +TIP: Move larger folders via Access Anywhere Cloud File Manager. These operations run in the background. You can check their status under “Tasks”.  
 +</WRAP> 
 + 
 +## Expiration 
 + 
 +If cache expiration is enabled an expiration purge task runs every 30 minutes. It will check modified and created time to determine if a file in cache should be deleted. 
 + 
 +Files with the Online attribute (which have not been uploaded yet) will never be expired. 
 + 
 +## Recovery 
 + 
 +The Drive Uploader goes through a Recovery mode on startup. It scans the cache to identify files with an Offline attribute that signifies that they have not been uploaded. 
 + 
 +As an extra precaution recovery mode is also run once a day. 
 + 
 +## Logging 
 + 
 +There are a number of logs that can help troubleshoot issues relating to the operation of the drive. Enable logging through the menu from the taskbar icon. 
 + 
 +Log files are created only when the first applicable log entry is written. Log files are rotated after a certain size. 
 + 
 +Exit the drive to remove or archive (aka zip) the log files. This releases locks on the files. 
 + 
 +The Drive and Uploader Logs are focused on the interaction with the external object storage (over the network) and provide a great way to see how the system is performing in general as well as a way to trouble-shoot specific issues. Requests from the FUSE layer, such as block I/O and metadata are not logged. Cache hits for files and metadata (directory information) are not logged. 
 + 
 +To troubleshoot specific requests Fiddler can also be useful. 
 + 
 +### Uploader Starting 
 + 
 +#### Cloud.Drive.Uploader.00.started.log 
 + 
 +Logs when the Uploader starts (or is restarted by the Drive). 
 + 
 +    2019-01-31 16:36:51:408  [TID 9292] Started C:\Program Files (x86)\StorageMadeEasy.com\Enterprise Access Anywhere\Cloud.Drive.exe [v.12.7.27] 
 + 
 +### Drive Downloads 
 + 
 +#### Cloud.Drive.00.download.log 
 + 
 +Logs start of download attempt, when an object is brought into cache. Shows thread identifier (TID). 
 + 
 +    2020-08-28 18:02:38:055  [TID 6088] \Google Cloud\finance-oak\mytasks.xls 
 +    2020-09-30 21:21:58:071  [TID 2368] \Uber CIFS\testUpload\test-314MB-file.zip 
 + 
 +#### Cloud.Drive.00.download.failed.log 
 + 
 +Logs unsuccessful download attempts. Shows time in milliseconds [2567] and error message. Correlated with download.log. 
 + 
 +    2019-01-31 18:25:02:393  [TID 9596] [2567] \bucket1\folder1\filename.ext - The operation timed out [server.com:443] 
 + 
 +#### Cloud.Drive.00.downloaded.log 
 + 
 +Logs successful downloads. Shows time in milliseconds [245]. Correlated with download.log. 
 + 
 +    2019-01-31 18:25:05:393  [245] \bucket1\folder1\filename.ext 
 + 
 +### Drive Listings 
 + 
 +#### Cloud.Drive.00.list.log 
 + 
 +This log includes requests initiated to retrieve folder listings and the status of files. Windows resolves child subfolders by iterating through parent folders so you will see multiple entries even for one folder request on the drive. Directories listings are cached based on the Setting "Folder Refresh Timeout". 
 + 
 +   2020-06-10 11:28:06:979  [TID 3424] \Google Cloud 
 +   2020-06-10 11:28:07:446  [TID 3856] \Google Cloud\bucketing101 
 +   2020-06-10 11:28:07:861  [TID 3436] \Google Cloud\bucketing101\Radiology 
 + 
 +#### Cloud.Drive.00.list.failed.log 
 + 
 +This log lists directory requests that failed. Time [18972] is shown in milliseconds. 
 + 
 +    2021-01-31 16:39:32:419  [TID 8544] [18972] \Google Cloud\bucketing101 - The operation timed out [server.com:443] 
 + 
 +#### Cloud.Drive.00.listed.log 
 + 
 +This log lists directory requests that succeeded. Time [245] is shown in milliseconds. 
 + 
 +   2020-06-10 11:28:07:443  [TID 3424] [464] \Google Cloud 
 +   2020-06-10 11:28:07:854  [TID 3856] [408] \Google Cloud\bucketing101 
 +   2020-06-10 11:28:08:204  [TID 3436] [343] \Google Cloud\bucketing101\Radiology 
 + 
 +#### Cloud.Drive.00.listed.full.log 
 + 
 +This log is the same as the prior _listed.log_ but logs after the internal directory cache has been updated.  
 + 
 +### Drive Queued 
 + 
 +#### Cloud.Drive.00.queue.log 
 + 
 +Logs when the Drive sends a message to the Uploader. 
 + 
 +   2020-09-30 22:37:52:843  [TID 2352] \\?\C:\Users\ADMINI~1\AppData\Local\Temp\2\CloudDrive.Cache\testing\ppts\SmallPres.pptx.zip 
 +   2020-09-30 23:40:17:602  [TID 1020] \\?\C:\Users\ADMINI~1\AppData\Local\Temp\2\CloudDrive.Cache\back-small1000\rclone.exe 
 + 
 +#### Cloud.Drive.Uploader.00.queued.log 
 + 
 +Logs when the Uploader receives a message from the Drive and adds to it's in-memory upload queue. 
 + 
 +   2020-10-23 18:44:09:253  [TID 6992] \\?\C:\Users\ADMINI~1\AppData\Local\Temp\2\CloudDrive.Cache\testSteven\Media Ent. Company- SME Case Study.pdf [593866 B] 
 +   2020-10-23 19:03:26:497  [TID 6992] \\?\C:\Users\ADMINI~1\AppData\Local\Temp\2\CloudDrive.Cache\testSteven\rclone.exe [38949888 B] 
 +   2020-10-30 21:49:20:460  [TID 5520] C:\Users\ADMINI~1\AppData\Local\Temp\2\balloon_2020-10-30_21-49-20.xlsx [9127 B] 
 + 
 +#### Cloud.Drive.Uploader.00.queued.resumed.log 
 + 
 +Logs files the Uploader picks up during recovery to add to it's in-memory upload queue. 
 + 
 +   2020-09-30 21:24:20:496  [TID 5312] \\?\C:\Users\ADMINI~1\AppData\Local\Temp\2\CloudDrive.Cache\Uber CIFS\testSteven\drive-test\test-314MB-file.zip [314732877 B] 
 + 
 + 
 +### Drive Uploading 
 + 
 +#### Cloud.Drive.Uploader.00.upload.started.log 
 + 
 +Logs start of upload. In the first iteration an upload will be attempted 5 times before being logged in _failed.log_. 
 + 
 +    2019-01-23 09:01:08:599  \\?\C:\Cache\bucket1\sunset1.jpg [12952 B] [attempt #1] 
 +    2019-01-23 09:01:46:777  \\?\C:\Cache\bucket1\sunset2.jpg [41735 B] [attempt #1] 
 +    2019-01-23 09:02:01:879  \\?\C:\Cache\bucket1\sunset1.jpg [38246 B] [attempt #2] 
 + 
 +#### Cloud.Drive.Uploader.00.upload.failed.log 
 + 
 +    2019-01-11 14:58:54:804  \\?\C:\Cache\bucket1\sunset1.jpg - The operation timed out 
 +    2019-01-12 12:05:33:631  \\?\C:\Cache\bucket1\sunset2.jpg - The operation timed out 
 +    2019-01-15 09:20:27:761  \\?\C:\Cache\bucket1\sunset3.jpg -  
 +      The request has not succeeded. 
 +      Response code: 408. 
 +      Request Timeout 
 +    2019-01-15 10:13:42:515  \\?\C:\Cache\bucket1\sunset4.jpg - Uploaded, but cloud size is different than local size 
 + 
 +#### Cloud.Drive.Uploader.00.uploaded.log 
 + 
 +Successful upload. 
 + 
 +#### Cloud.Drive.Uploader.00.uploaded.retried.log 
 + 
 +Successful upload after retrying. 
 + 
 +### Also 
 + 
 +#### error 
 + 
 +Misc errors with Drive.
  
-However, if you copy a file or folder within the drive all he files are downloaded, copies, and then uploaded back through the File Fabric. This is an expensive operation for larger files and folders.+#### queue.error
  
-Tip: To avoid using the desktop cache to transfer files use the File Fabric Cloud Explorer app or the web-based File Fabric Cloud File Manager to copy files. These apps ask the File Fabric to execute the copy, and it doesn’t need to use cache – it sends a “Copy Object” command directly to S3 storage.+Misc errors with Uploader.
  
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