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Troubleshooting incorrect storage usage information shown in SafeSync for Enterprise (SSFE) clients

    • Updated:
    • 4 Mar 2015
    • Product/Version:
    • SafeSync for Enterprise 2.0
    • SafeSync for Enterprise 2.1
    • Platform:
    • Ubuntu 10.04 64-bit
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Professional
Summary

In rare situations, the SSFE client or the End User Portal of some users may show incorrect storage usage information. Learn how you can troubleshoot SSFE if you do not see the correct storage usage details.

Details
Public

The issue may occur when the user has a lot of interrupted uploads and deletions.

  1. The affected user must log in to the SSFE End User Portal using any supported web browser.
  2. On the left panel, under Folders, select Recycle Bin.
  3. Delete all files and folders that are no longer needed from the Recycle Bin, or empty the Recycle Bin completely.
  1. Log off from SSFE client then close it.
  2. Go to C:\User\XXX\AppData\Local\Trend Micro\OSDP\<SSFE_UserName>\ where XXX is the name of the account logged into Windows.
  3. Move the following files from the above-mentioned directory and move them to a temporary directory:
    • state.local
    • state.remote
  4. Start the SSFE client and log in. Wait for the synchronization to finish then check the storage usage.
  1. Log in to the SSFE server shell.
  2. Change to a root account using the command "sudo su -". There should be a space between su and -.
  3. Enter the root account password when prompted.

    If the password has not been changed after installation, the default password is “safesync”.

  4. Run the following command:

    # /opt/TrendMicro/OSDP/Bin/userTool.pl -u <user_name> reset_usage

    Where: <user_name> is the affected user's login name. If it is an Active Directory account, do not include the domain part of the login name.

    This command counts all the files in the user's account. The process can take a long time and it is recommended to run this only during off hours.

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1103389
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