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Files and folders do not appear in the SafeSync folder

    • Updated:
    • 11 Nov 2014
    • Product/Version:
    • SafeSync for Business 5.1
    • Platform:
    • Macintosh Leopard
    • Macintosh Lion
    • Macintosh Snow Leopard
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Home
    • Windows XP Professional
Summary
This article shows you what to do when you cannot see your backed up files or folder in the Trend Micro SafeSync folder.
Details
Public
To see the missing files or folders:
  1. Make sure you have the latest version of Trend Micro SafeSync. To check if you have the latest version, refer to the folowing KB article: Checking if you have the latest version of Trend Micro SafeSync installed.
  2. Do either of the following:
    • If you have an older version installed: Upgrade your program.
    • If you already have the latest version: Proceed to the next step.
  3. Do either of the following:
    Check the SafeSync folder configuration (Selective Sync):
    1. Go to Start > All Programs > Trend Micro SafeSync > SafeSync Settings.
    2. Click the Sync tab.
    3. Click Customize under the Trend Micro SafeSync folder.
    4. Make sure that the missing folder you are looking for is ticked.
    Delete the state files:
    For Windows operating systems:
    1. Delete the following state files:
      state.remote.last
      state.local.last
      These files can be found in the following folders:
      For Windows XP: C:\Document and Settings\\Local Settings\Application Data\
      For Windows Vista and Windows 7: C:\Users\\AppData\Local\Trend Micro\OSDP\
    2. Turn off the Trend Micro SafeSync by right-clicking the Trend Micro SafeSync icon on your system tray, then selecting Exit.
    3. Open your Trend Micro SafeSync Smart Drive again and let it finish updating the file database.
    For Mac OS X operating systems:
    1. Click Go > Home.
    2. Go to Library, then double-click the Application Support folder.
    3. Right-click the email address you use with your Trend Micro SafeSync registration, then select Show Package Contents.
    4. Open the root folder, and then delete all state files inside.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1105859
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