Files not syncing as expected in Desktop Connector

Solution:

To resolve file syncing issues, try or more of the following potential solutions.

Check the system requirements

• Review the System Requirements.

Make sure that the machine on which the Desktop Connector is being used is connected to the internet

• If the machine is not connected to the internet, syncing will be paused until an internet connection is established and the Desktop Connector is running. 
  • Consider working offline if internet is limited. 

Sign in to Desktop Connector

• The Desktop Connector should be running.
• If the Desktop Connector is not running, syncing will be paused until an internet connection is established and the Desktop Connector is running.

Use the Desktop Connector Troubleshooting Tool to check for syncing issues with specific files

1.  Go to the Troubleshooting Tool from Desktop Connector.
2. Check both tabs:
   1. My Unsynced Changes
   2. Unsynced Cloud Updates

Address files which are not syncing

• Check if the issue is related to a particular file or set of files. Review if they are free from corruption.

• Check if files type involved are supported: Supported files.
• Make sure that the Desktop Connector is running.
• Review the member's folder permissions in the project. 
• Check that the project and account names haven't changed.
• Look for Long Paths and Leading and Trailing Spaces in the project.
• Ensure the file name doesn't end with a four digit number, see Cannot sync a DWG file with a date at the end of the file name in Desktop Connector for more information.

Run tests to confirm if syncing is working after updating files

1. Add a new file to the folder and check if it syncs. 
   • If the file doesn't sync, that indicates an issue with the folder.
     • Review the steps in this Help page Folder that are not syncing.
   • If the file does sync, proceed to the next step.
2. Open one of the unsynced files, make a small edit, and save and close the file.
3. Check if the sync is successful.
   • If the file doesn't sync after saving the edit, copy the unsynced file to a local disk location and then copy the file back into the Autodesk Docs drive to create a version.
     • Note: Use Copy as opposed to Move, as Move would act as a Delete from the original location once the files are successfully moved.
       • If the file is deleted, the version history is reset. Also, make sure that the file name is not changed or it may cause a duplicate. 
4. For further techniques, see the Help page Syncing Troubleshooting.

Resolving issues with the Desktop Connector environment

• Restart the computer.
  • If possible, update Desktop Connector to the latest version.
    • See the Latest Release and Notes.

Free Up Space to remove local data

Note: Proceed with caution as the following instructions will delete unsynced data from the local drive. 

1. Make a local copy of all the files reported in the unsynced file logs as a backup so that any unsynced edits aren't lost.
2. Use the Free Up Space command to remove local data.
3. Sign out of Desktop Connector and Exit.
4. Sign in using the same email address used previously (this avoids unsynced data deletion).
5. Check if the file syncs.

For issues specific to a particular BIM 360 or ACC project

Note: Proceed with caution as the following instructions will delete unsynced data from the local drive. 

1. Make a local copy of all the files reported in the unsynced file logs as a backup so that any unsynced edits aren't lost.
2. Unselect the impacted project from the Select Projects dialog in Desktop Connector.
   1. For reference see the help article, Manage Projects.
3. Restart Desktop Connector. 
4. Reselect the project and copy unsynced files back into the project folders.

Use the Desktop Connector Connection Reset Utility

  Note: Proceed with caution as the following instructions will delete unsynced data from the local drive. 

• Reset the Desktop Connector using the Reset Utility.
• This will delete local data.

Uninstall and re-install Desktop Connector from the machine

• If resetting doesn't help, perform a clean uninstall and install the latest version of Desktop Connector.
  • This will delete the local data.

Resolve issues caused due to internet security or antivirus protection

• As a test, set the exception in the internet security or antivirus protection to exclude Desktop Connector drive: C:\Users\<username>\DC or the designated location in case the workspace has changed.
• As a test, disable internet security or antivirus protection or change its settings to allow connectivity, with the approval and assistance of your IT team. If this helps, contact the internet security or antivirus vendor to check the best setting for your environment.
• If this helps, contact the internet security or antivirus vendor to check the best setting for your environment.