Your Syncplicity Tracelog
The Syncplicity tracelog is a valuable resource in troubleshooting issues for Syncplicity support. Becoming familiar with your Syncplicity tracelog will also help users determine the status of the sync and analyze any problems with their synchronization. Below is a list of common items in a tracelog, their causes for appearing, and how to address the items.
Viewing your tracelog window
To view your Syncplicity tracelog window, simply hold down CTRL and click on the Syncplicity tray icon.
Reported changed file
Example Message: [8/6/2009 12:50:34 AM] Reported changed file 'C:\Users\Joe\Desktop\notes.txt' in 'Desktop'.
Explanation: This message indicates Syncplicity noticed a change you made to one of your files, subsequently scanned the file, and finally reported the change to Syncplicity. If the file has already been uploaded before, Syncplicity will not ask your computer to upload it again and this will be the only message you'll see about the file. If it has not, Syncplicity will shortly thereafter upload the file and let you know this has happened with another trace.
Reported deleted file
Example Message: Reported deleted file 'C:\Users\Joe\Documents\recipe.txt' in 'My Documents'.
Explanation: This message indicates Syncplicity noticed you deleted a file and reported the event to Syncplicity. The file will now move to your online Recycle Bin, where it can be retrieved or recovered at anytime, and all computers synchronizing the file will delete it. Note: whenever Syncplicity deletes a file on a computer, it moves the file to the local Windows Recycle Bin -- it never deletes the file permanently.
Downloading from
Example Message: Downloading from ds-buttercup.syncplicity.com.
Explanation: This message indicates Syncplicity is about to download one or more files to your computer. The server Syncplicity will be downloading the files from is included in the message.
Uploading to
Example Message: Uploading to ds-buttercup.syncplicity.com.
Explanation: This message indicates Syncplicity is about to upload one or more files to your Syncplicity account. The server Syncplicity will be uploading the files to is included in the message.
Asked to delete
Example Message: Asked to delete '<filepath>.
Explanation: This message indicates Syncplicity is about to delete a file or a folder from your computer. Syncplicity will do this if and only if the file or folder was also deleted on another computer, or on the Syncplicity website, and the fact the file or folder was deleted needs to be "synchronized" to this computer. After displaying this message, Syncplicity will ensure the file can be safely deleted and, if so, will move the file to the local Windows Recycle Bin.
Failed hashing
Example Message:
Resolution: This message indicates Syncplicity was unable to scan a new or changed file. After noticing a new or changed file, Syncplicity must scan the file so it can report all the required information about the file to Syncplicity. If the scanning process fails, Syncplicity will be unable to complete the report and will not synchronize the file. The most common reasons for this message are:
- The file was locked by another application and Syncplicity is unable to access it. This is a common case with Outlook PST files and database files. To ensure the file synchronizes, close the application that is using the file and has a lock on it. Once the lock has been released, Syncplicity will be able to read, scan, and synchronize the file.
- The file was deleted before Syncplicity had a chance to scan it. In this case, this message is safe to ignore, because Syncplicity doesn't need to scan the file anyways. Instead, the file will be reported as deleted.
Skipped downloading
Example Message:
Resolution: This message indicates Syncplicity was asked to download a new or out-of-date file to your computer, but refused to do so because the file could not be safely downloaded. This message usually appears when the file Syncplicity would be downloading is in use (and thus cannot be overwritten) or because the file has not yet been scanned and uploaded (and thus safely stored in your account before being overwritten).
Skipped modifying...It may have been excluded
Example Message: Skipped modifying '<filename>' because its folder has not yet been scanned by Syncplicity. It may have been excluded. (<filename> usually mentions My Documents/Documents and My Pictures or My Videos)
Explanation: At some point in the past, Syncplicity synchronized one of the Windows special folders (My Videos, My Pictures, etc), while it was a subfolder of My Documents. More recent versions of Windows treat these folders differently. If you have recently upgraded your version of Windows, this change in folder treatments is likely causing a syncing problem. Syncplicity Support will need to rename the non-syncing subfolder in your account. This rename will give the subfolder its own, unique name and one that won't conflict with the special subfolder that exists on your computer. You'll then find all the files in your Documents folder under the renamed folder and will be able to move then wherever you'd like once they're synchronized.
Resolution: Please contact us with the name of the folder that is not syncing, what you would like us to rename the folder to, and the contents of your Syncplicity trace window.
Skipped Modifying...It may be locked, a hidden or a system file, or have an "8 character" filename that matches the name of the new file.
Example Message: Skipped modifying '<filename>' because it has not yet been scanned by Syncplicity. It may be locked, a hidden or a system file, or have an "8 character" filename that matches the name of the new file.
Resolution: This message indicates Syncplicity was asked to download a file but refused to do so because it couldn't ensure the file could be safely overwritten. To resolve this issue:
- Ensure the file is not in use by another application running on your computer.
- Ensure the file isn't hidden and isn't a system file. To do so, navigate to the folder where the file is located using Windows Explorer, press the ALT key (a menubar will appear), expand the Tools menu, click "Folder options...", select the View tab, make sure "Show hidden files, folders, and drives" is selected and "Hide protected operation system files (Recommended)" is unchecked. Click OK. After locating the file, right click on it, click Properties, and ensure the file is not marked either Hidden or System. Syncplicity will then be able to synchronize the file. Finally, revert your Windows Explorer settings to their previous state.
- Ensure a file with a similar but shorter name doesn't exist in the same folder. A shorter name of the file will be 8 characters log and usually end in ~1. If you find a file that starts with the letters as the file Syncplicity is trying to download and that ends with ~1, rename the file or move it to another folder. Syncplicity will then be able to synchronize the file in question.
Failed to Download....The given path's format is not supported
Example Message: Failed to download '<filepath>'. (The given path's format is not supported.)
Resolution: This error message is typically caused by invalid characters in a file path, such as a colon ":". Renaming those file paths to remove the invalid characters will resolve the problem.
The remote server returned an error: (500) Internal Server Error.
Example Message:
Resolution: Please contact Syncplicity Support.
Failed getting list of subfolders and files in...
Example Message: Failed getting list of subfolders and files in '<filename>' System.IO.DirectoryNotFoundException: Could not find a part of the path '<filename>'.
Resolution: Please contact Syncplicity support with the contents of your tracelog.
File could not be deleted...
Example Message: File '<filename>' could not be deleted because it is inaccessible (Access to the path '<filepath>' is denied.). It was skipped instead.
Resolution: This error message typically means that a file has been marked as read-only, so Syncplicity cannot make changes to the file. To change this setting, right-click on the file, choose Properties, and uncheck the read-only option. Your file should now sync.
Unable to read data from the transport connection: The connection was closed
Example Message: [4/1/2010 3:59:33 PM] Upload failed.Unable to read data from the transport connection: The connection was closed.
Resolution: Check your network and Internet connectivity. Syncplicity will try the upload again in two minutes.
Cannot be downloaded because it is inside a read-only Syncplicity folder but has been modified
Example Message: Informing server '<filepath>' cannot be downloaded because it is inside a read-only Syncplicity folder but has been modified.
Resolution: A user has modified a file inside of a folder that they only have reader permissions on, and Syncplicity preserves their changes by not overwriting the changes. User should either delete the file or remap the folder to a new location.