Troubleshooting Tool

Topics in this Section

What is the Troubleshooting Tool?
When should you use the Troubleshooting Tool?
Hydrated vs. Non-Hydrated Files
How to Use the Troubleshooting Tool
Understanding Error Types
Understanding the Operations column
Action Needed workflows
- Scenario 1: Moving Files Between Projects
- Scenario 2: Cyclic Renaming (A→B, B→A)
Troubleshooting Tool Videos

What is the Troubleshooting Tool?

The Troubleshooting Tool helps you identify unsynced files and resolve syncing issues between your local desktop and the cloud. It is available in Desktop Connector v16.7.1.2164 and later, and works with Autodesk Docs only.

When should you use the Troubleshooting Tool?

Use this tool if:

You see an error on the Home Screen for a failed upload.
Files are listed as Sync Pending in File Explorer, but no jobs are active or queued on the home screen.
You might have made changes while Desktop Connector was not running.
Cloud updates are not reflected on your desktop.

Hydrated vs. Non-Hydrated Files

Hydrated: Fully downloaded and available for use.
Non-Hydrated: Not fully downloaded; only available when online.

How to Use the Troubleshooting Tool

Important: Before using this tool, make sure you do not have any project files open. Do not make any changes or edits to the workspace while you are in this process, as it could negatively affect the Troubleshooting Tool’s ability sync your data properly.

Access the Troubleshooting Tool from the Desktop Connector home screen.
Select the project you want to scan.
Wait for the scan to complete. Then, unsynced files will be listed.
Review the two tabs:
- My Unsynced Changes: Local changes not yet synced to the cloud.
- Unsynced Cloud Updates: Cloud changes not yet applied to your desktop.
After reviewing the issues, return to My Unsynced Changes and Fix All to resolve listed issues.
A dialog will notify you that the fixing process has started. It will automatically dismiss itself after 10 seconds. You can monitor the progress and follow any prompts that appear on the home screen.
If there is any activity within a selected project while the tool is running, the troubleshooter will stop scanning.

Understanding Error Types

Missing Job: Local changes made while Desktop Connector was offline. Use Fix All.
Invalid Name: Project name has an extra space at the end of the name (trailing space). View how to fix this.
File In Use: File is open on your machine. Close it and resolve conflicts if prompted. You may need to follow the Conflict Management Process to resolve this.
Unexpected Error: Try removing and re-adding the project.
Not Attempted: Update blocked by another pending update.
Unresolved Changes: Local updates not yet run. Use Fix All.

Understanding the Operations column

The Operation column lists the type of action that has not gone through. Selecting Fix All on this tab will generate jobs that correspond to all the files listed. Currently, granular selection of files is not available. The Troubleshooting Tool may reference the following operations:

Add: A new file or folder was created in your workspace.
Update: An existing file or folder was modified.
Move: A file or folder was renamed or moved to a different location.
Delete: A file or folder was removed from your workspace.
Download: The tool attempted to download a file that was not fully available locally (hydrated).
Free up space: The tool attempted to free up disk space by making a file available online only. Learn more about freeing up space.
Unknown: The troubleshooting tool is unsure of the action and you'll likely need to follow the Action Needed workflow.

Action Needed workflows

Some workflows require extra steps. The Issue Details column highlights these with "Action Needed."

DC Action Needed

Scenario 1: Moving Files Between Projects

Direct transfer between projects is not allowed.
If Desktop Connector is inactive and the status of the file to be moved is Available when online, you can move the file between projects. If Desktop Connector is active, this is blocked.
Recommended: Copy the file from the source project and paste it into the destination project.

Important: Always keep an eye on the status of your files and modify your actions depending on whether Desktop Connector is running or not.

When a file is moved, it is perceived as a deletion by the original project and as an addition by the new project. However, Desktop Connector is unable to recognize the original project, which prevents it from downloading the file for upload to the new project.

DC Cannot Move

To fix this, the user needs to determine which project the file originated from and apply the Troubleshooting tool to that project. Since the file movement appears as a deletion in the original project, it will be reported as such

DC Trouble Missing Job

At this point, the user should select Fix All. This action will initiate the delete job and trigger a confirmation prompt for deletion. To avoid loss of file content, they should then choose the Restore option

DC Trouble Missing Job

Once these steps are done, the user can copy the file from the original project and paste it into the target project. If prompted, they can choose to overwrite the file that hasn't been fully downloaded (unhydrated) in the target project.

Scenario 2: Cyclic Renaming (A→B, B→A)

If you renamed files/folders in a loop while Desktop Connector was offline:

Rename one item to a temporary name (e.g., A to A_temp). When renaming files, the file extensions must remain the same.
Complete the other renames (e.g., B to A).
Rename the temp item to the final name (e.g., A_temp to B).
Run or refresh Troubleshooting and select Fix All.
Allow jobs to complete, then rename temp files as needed.

Note:

If you already selected Fix All and jobs failed: Rename the first failed item to a temp name, let other jobs complete, then rename it back.

Important: Be aware that if you're operating Desktop Connector and executing commands rapidly (such as through a script or program), you may encounter additional issues. These issues can be detected by the Troubleshooting tool, but cannot be rectified by it, as the jobs have already been created but are unable to execute.