Updated on: Jul 9th 2026

Symptoms

FileCloud Folders and files on the mac are out of date or sync.

 Cause

In general, this issue occurs when the FileCloud Desktop application has not connected to the FileCloud Server for an extended period. This can also happen if the application is not running after the user signs in.

Synchronization issues can also be caused by unsupported file types, invalid file names, or unsupported file formats that cannot be processed by the FileCloud client.

Another common cause is FileCloud account sharing, where multiple users within the same organization use the same FileCloud account. Sharing a single account across multiple devices and users can result in synchronization conflicts, file inconsistencies, performance degradation, and unexpected sync errors.

Additionally, antivirus (AV) and Next-Generation Antivirus (NGAV) software may interfere with the FileCloud Desktop client by blocking or scanning file operations, which can delay or interrupt synchronization.

Resolution

 Solution 1: Verify Client Configuration and User Practices

• To help prevent synchronization issues, perform the following checks:

  1. Do not share FileCloud accounts between multiple users.

     • Each user should have their own FileCloud account.

     • If multiple users require access to the same data, use purpose-built FileCloud accounts or shared folders that are designed for collaborative access.

  2. Verify endpoint security software.

     • Check whether any Antivirus (AV), Next-Generation Antivirus (NGAV), Endpoint Detection and Response (EDR), or other endpoint protection software is installed on the Mac.

     • Ensure that the security software is not blocking or interfering with the FileCloud Desktop application's processes or file synchronization.

  3. Verify that FileCloud starts automatically.

     • Open the FileCloud Desktop application settings and confirm that Run at System Startup (or the equivalent startup option) is enabled.

     • After enabling the setting, restart the Mac and verify that the FileCloud Desktop application launches automatically.

     • Note: Enabling automatic startup only starts the FileCloud application. Users must still sign in before file synchronization begins.

  4. Encourage regular client check-ins.

     • Users should log in to their Mac and allow the FileCloud Desktop client to connect to the FileCloud Server on a regular basis.

     • Devices that remain offline for extended periods may experience synchronization delays or conflicts when reconnecting.

Solution 2 - Use FileCloud Desktop for Mac instead of FileCloud Sync for Mac

If synchronization issues persist after completing Solution 1, consider migrating the user from FileCloud Sync for Mac to FileCloud Desktop for Mac. Before proceeding, perform the following assessment and communicate the potential impact to the user

(Assessment)

Before performing the migration, verify the following:

• Review the Mac operating system version (for example, macOS Tahoe 26.5.1). Requires macOS Sequoia (15.7) or higher.

• Confirm which FileCloud client is currently installed (FileCloud Sync for Mac or FileCloud Desktop for Mac) and record the installed version.

• Review the last successful synchronization time from the FileCloud Server.

• Confirm the current local synchronization folder (for example, /Users/<username>/FileCloud).

• Verify that the installed FileCloud client version is supported and compatible with the user's macOS version.

(Pre-Deployment)

Complete the following steps before installing FileCloud Desktop for Mac:

1. Pause FileCloud synchronization.

2. Perform a Reset from the FileCloud Sync application.

   • This disconnects the client from the FileCloud Server and removes the local client configuration.

3. Uninstall FileCloud Sync for Mac.

4. Delete the local FileCloud Sync configuration folder and all of its contents:

   • /Users/<username>/FileCloudSync Data

5. Rename or delete the existing local synchronization folder and all of its contents:

   • /Users/<username>/FileCloud

6. Download the latest FileCloud Desktop for Mac installer.

7. Install the application.

8. Complete the initial setup wizard and sign in using the user's FileCloud account.

9. Allow the APP to check in with the FileCloud Server.

Important Considerations

(Before proceeding, consider the following:)

• Locally modified or unsynchronized files stored in the existing /Users/<username>/FileCloud folder may be lost if they have not been successfully synchronized to the FileCloud Server.

• The local FileCloud client configuration stored in /Users/<username>/FileCloudSync Data will be permanently removed, including all application settings and cached synchronization information.

• If there is any uncertainty about whether local files have synchronized successfully, create a backup of the existing FileCloud and FileCloudSync Data folders before deleting them.