Cloud Drive for Windows Troubleshooting

Last update: July 2, 2020 (version 12.5.30)

Return to Cloud Drive for Windows

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 Cloud Drive for Windows first.

To support rapid browsing, the drive downloads from the server a list of the folder contents. It does this when a user first navigates to a given folder. If the user changes directory, or follows a shortcut into a deep subfolder, Windows will request that each level of the folder is downloaded.

The folder listing is cached (stored locally) so that a second folder request within a few minutes won’t require downloading the folder contents from the server again. This can be changed with the setting “refresh folder contents cached for more than X minutes”.

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.

TIP: Enable drive logging to track when and what folders the drive is refreshing.

The icons indicate if files have been downloaded into cache:

• Blue Cloud - File is available in the cloud.
• Blue Replace - File is currently being uploaded to the cloud.
• Green Check - File is available in local cache.

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).

S:\Amazon S3 files\sme-oakland>dir
01/28/2020  10:20 PM          (70,356) Beth & Paul & Ringo.jpg
06/10/2020  11:30 AM             (224) 83.0.4103.97.manifest
01/22/2020  09:34 PM       (4,781,262) guide-to-data-protection-2-10.pdf
04/14/2018  09:48 AM           174,612 training-checklist.pdf
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 Cloud Drive Packaging.

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.

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 (“/”).
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.

For example, the drive would only show one file even though these three objects are in object storage:

Key
KEY
key/