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SafeSync is stuck in syncing files

    • Updated:
    • 3 Aug 2014
    • Product/Version:
    • SafeSync for Business 5.1
    • Platform:
    • Windows 2003 Datacenter
    • Windows 2003 Datacenter 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Home Server
    • Windows 2003 Server R2
    • Windows 2003 Small Business Server
    • Windows 2003 Small Business Server R2
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2003 Web Server 64-bit
    • Windows 2003 Web Server Edition
    • Windows 2008 Datacenter
    • Windows 2008 Datacenter 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Essential Business Server
    • Windows 2008 Server Core
    • Windows 2008 Server Foundation
    • Windows 2008 Server R2
    • Windows 2008 Server R2 with Hyper-V(TM)
    • Windows 2008 Small Business Server
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2008 Storage Server
    • Windows 2011 Small Business Server Essentials
    • Windows 2011 Small Business Server Premium Add-on
    • Windows 2011 Small Business Server Standard
    • Windows 2012 Enterprise
    • Windows 2012 Server Essentials
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows 7 Home Premium 32-bit
    • Windows 7 Home Premium 64-bit
    • Windows 7 Starter 32-bit
    • Windows 7 Starter 64-bit
    • Windows 7 Ultimate 32-bit
    • Windows 7 Ultimate 64-bit
    • Windows 8 32-bit
    • Windows 8 64-bit
    • Windows 8 RT
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows Vista SP1 32-bit / 64-bit
    • Windows Vista SP2 32-bit / 64-bit
    • Windows XP Home
    • Windows XP Professional
    • Windows XP Professional 64-bit
    • Windows XP SP2 32-bit
    • Windows XP SP3 32-bit
Summary
You notice that your SafeSync for Business always shows that it is syncing but it does not do anything.
Details
Public
The issue happens if the database is corrupted.
To resolve the issue:
  1. Make sure that you are using the latest version of the SafeSync agent. To check if you have the latest version version
    1. Right-click the SafeSync icon in your system tray, and then select Settings.
      Click Settings
    2. On the left pane, click About, and then click Check Now.
      Click About
      • If the version shows 5.1, then you have the latest version. Proceed to Step 2.
      • If the version shows 5.0 or lower, upgrade your program. For instructions, check this Knowledge Base article: Upgrading the client to SafeSync 5.1.
  2. Recreate the database:
    1. Disable the SafeSync Agent agent by right-clicking the SafeSync icon in your system tray, and then selecting Exit.
    2. Open C:\Users\<Username>\AppData\local\Trend Micro\OSDP folder. This folder will show one or more folders with mail addresses.
    3. Delete all these folders.
      Note: This is just a database. Your files will not be deleted.
  3. Enable the SafeSync Agent again.
    1. Go to Start > All Programs.
    2. Click Trend Micro SafeSync, and then click the SafeSync folder.
      This will open the default folder and start the SafeSync Agent and will start updating the database. After it is done updating, it should synchronize the files successfully.
      Note: The duration of the syncing of files depends on how much files there are but the updating of database should be completed after 15 minutes.
?If the problem persists, contact Trend Micro Technical Support.
Premium
Internal
Rating:
Category:
Configure; Troubleshoot; Deploy
Solution Id:
1095840
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