Summary
You are unable to verify if the files inside the SafeSync folders are in sync because the green check mark, which indicates files and folders are synced, is missing. However, when you check the SSFB portal, all files are there and are updated.
After debugging, ShellExtLog shows the following information:
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file:'OverlayHandler.cpp:118' :
exception caught (struct HrfsException). Thrown by:'long __cdecl
COverlayHandler
::IsMemberOf(const wchar_t *,unsigned long)'
in file:'OverlayHandler.cpp:118' threadId:0000000006448E60 :
error code:0 - Unspecified error
--------------------------cut----------------------------
file:'OverlayHandler.cpp:118' :
exception caught (struct HrfsException). Thrown by:'long __cdecl
COverlayHandler
::IsMemberOf(const wchar_t *,unsigned long)'
in file:'OverlayHandler.cpp:118' threadId:0000000006448E60 :
error code:0 - Unspecified error
--------------------------cut----------------------------
Details
The issue is related to the number of the Operating System's Shell Icon Overlay Identifiers. Windows supplies default icons for every item displayed on the desktop and in Windows Explorer. Mass storage devices such as disk drives are also assigned default icons. However, these icons often provide little insight to the user as to the contents of the file or what program is associated with it. Windows only allows fifteen (15) overlay icons and the system itself already occupied four (4) of them. Hence, the green check mark does not show.
As a workaround, ensure that the order of our overlay identifiers is in front of other software. To do this:
- Open the Windows Registry Editor by doing either of the following:
Important: Editing the Windows Registry incorrectly can lead to irreversible system malfunction. Please do this step only if you know how or you can ask assistance from your system administrator. Else, check this Microsoft article first before modifying your computer's registry.
- For Windows XP:
- Go to Start > Run.
- On the Open field, type "regedit" and then press Enter.
- For Windows Vista and Windows 7:
- Click the Start button.
- On the Start Search here field, type “regedit” and then press Enter.
- Click Yes when the User Account Control window appears.
- For Windows 8:
- Press Windows + R keys to open the Run window.
- On the Open field, type "regedit" and then press Enter.
- For Windows XP:
- Go to the following registry hive:
HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\ShellIconOverlayIdentifiers
- Add an exclamation point (!) as prefix to every overlay identifier used in SafeSync:
00HumyoPaired to !00HumyoPaired
00HumyoPriority to !00HumyoPriority
00HumyoProblem to !00HumyoProblem
00HumyoSynced to !00HumyoSynced
00HumyoSyncing to !00HumyoSyncing
00HumyoUnavailable to !00HumyoUnavailable - Restart the computer to apply the changes.
- Ask the customer to sign in to the SafeSync client.
- Verify if the folder icon has the green check mark.
If the overlay icon still doesn’t appear after reboot, right-click on any synced file to open a context menu in Explorer, and check if SafeSync submenu appears. This is to verify if the Explorer extension of SafeSync has been registered successfully.
