Files not syncing with Google Docs
There are a variety of reasons why your files might not be syncing with Google Docs - check the scenarios below. If none of the scenarios below match, please fill out our Google Docs Troubleshooting form.
I have a free Google Account, free Google account with paid storage, or Google Apps for Educators Account
The team at Google is currently only allowing Google Apps Premier Edition users to sync files of any type. To review the supported file types for non-premier accounts, please review the Google Docs section of our manual.
I have a folder that is not syncing to Google Docs
Check the contents of the folder - if this folder only contains files that are allowed for syncing with Google Apps Premier Edition accounts, and you do not have a Premier Edition account, the folder will not sync.
I deleted, moved, or renamed files and those changes don't appear in Google Docs.
As of today, Syncplicity does not synchronize deletions, moves, and renames between Syncplicity and Google Docs. The Google Docs service doesn't offer the type of functionality and reliability we'd expect before we implement this very sensitive feature. We're actively working with Google to address the concerns we have around adding this feature to the Google Docs application.
I don't see my Google Docs files synchronizing to my computer
Google Docs will sync your files to the designated folder on your computer. You can confirm the designated folder at https://my.syncplicity.com/Applications/Google/. Double check the location of this folder on your computer through the Manage and Share Folders window on your Syncplicity program.
Other Google Docs issues
- Documents over 500k will not sync
- Google Docs documents with names that contain characters not supported by Windows (such as \, /, :, *, ?, ", <, >, and |) will not synchronize
- The Google Docs application does not support the use of foreign language characters in files names
Error adding folder
If you are receiving an "error adding folder" message, make sure that TCP port 443 is open for Syncplicity. This may need to be done by your IT department. Also, if your company is using a proxy server than Syncplicity will obtain these settings from Internet Explorer. Make sure that Internet Explorer has the correct proxy server settings.
If a password is required for your proxy server;
- Right click on the Syncplicity tray icon and select 'view detailed status'
- Click on 'configure Syncplicity'.
- At the bottom of the screen click 'Proxy Settings' and enter the username and password.
A communication error occurred while validating credentials (Service is unavailable)
Syncplicity requires the TCP port 443 to be open. This is the standard port for Secure Socket Layer (SSL). We use this protocol for secure authentication and data transfer. Please try disabling your firewall or anti-virus while installing Syncplicity. If the installation process is able to complete then you will have to configure your firewall/anti-virus to allow Syncplicity in the future.
A communication error occurred while validating your credentials (Unable to connect to the remote server)
- Connect to https://xml.syncplicity.com in your web browser. Take a screenshot of what appears on the page and send this to Syncplicity Support
- Check to make sure that firewall software isn't interfering with Syncplicity. The application "syncplicity.exe" should be whitelisted.
Shared file unavailable
The error message "Shared file unavailable - This shared file is no longer available. It has exceeded its maximum number of downloads." is due to a file downloading measure meant to protect from abuse like spammers. If you are hitting this limit, please contact support so we can work to set the right limit for your use.
Your account has been disabled
Accounts that have typed their password incorrectly more than 8 times will have their account disabled.
Currently not uploading or unable to upload
If you receive this error message, Syncplicity cannot upload the files that are part of your sync. Please send Syncplicity support your tracelog. For instructions on sending a tracelog, please see Troubleshooting-Contact Support.
Back up only
If you have files that are up-do-date at my.syncplicity.com/files, but not on your synced computers, access the "Manage and Share Folders" menu of your Syncplicity program and make sure the folders aren't in the "Backup only" setting. Folders set to Backup only just send the content to my.syncplicity.com - they do not synchronize with other computers.
High CPU Usage
If you feel Syncplicity is using higher-than-normal CPU percentages, please wait until the CPU usage subsides, then send support the contents of your trace window:
- To view the trace log hold down CTRL and click on the Syncplicity tray icon.2. Click anywhere inside the trace log window to place the cursor.
- CTRL+A to select the entire log.
- CTRL+C to copy to the clipboard.
- Paste the content into the body of your support email.
System.ArgumentNullException: Value cannot be null
This error is caused by a registry key not being set on the users machine. The registry key is "HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\UserShell Folders\AppData". AppData is of type REG_EXPAND_SZ and should contain the value: "%userprofile%\Application Data"
SyncplicitySetup_x86.msi could not be found
Users who experience this issue during installation should do a force uninstall of Syncplicity by following the below steps:
- Browse to http://support.microsoft.com/kb/290301
- Download the cleanup utility from http://download.microsoft.com/download/e/9/d/e9d80355-7ab4-45b8-80e8-983a48d5e1bd/msicuu2.exe
- Install the cleanup utility and run it from Start->Programs->Windows Install Cleanup
- Pick and remove Syncplicity
- Install Syncplicity again
Root Element is Missing
To resolve this error, delete the C:\Users\<username>\AppData\Local\Syncplicity,_Inc folder and restart Syncplicity.
Your changes could not be saved... Try saving to a different file
This error message may appear in Microsoft Excel if Excel's auto-save function is conflicting with Syncplicity while it is trying to sync the file. To resolve this issue, disable Excel's auto-save function:
- In your Excel spreadsheet, go to the Tools menu
- Click on Options
- Click the Save tab
- Uncheck "Save AutoRecovery info every..."
- Click OK.