Folders Displayed in Tray Utility But Not Synced

[zazzman]

Hello insync Support,

I have an issue in which the tray utility shows that a folder is being synced, but it never syncs (please see the screenshot below). In the screenshot, you should see that the “Kaltura” folder under “LearnUW” is present in the tray icon, but not present in the “LearnUW” folder in Windows Explorer. This happens on all of my computers.

Any advice on how to fix this would be appreciated.

Thank you,
zazzman

[roald]

@zazzman We have to investigate what causing the issue. Please send us your logs.db and out.txt file to support@insynchq.com. Also, please include the link of this post.

How to find the log files

Tray icon is visible Click on the [image] in your tray menu. Click on the ellipsis to show the support center directory [ellipses] Go to support and click on locate logs - We’ll need the logs.db and out.txt files for investigation [4 locate] Tray icon is not visible The following directories contain logs.db and out.txt: Windows %appdata%\Insync You can copy and paste this path directly into Explorer’s address bar, and it will automatically open the folder containing the logs. M…

Thank you.

I have cc’d our engineer @dipesh