HCP Anywhere User Help
If the desktop application experiences issues that require user intervention, it displays a red taskbar icon ( ) or menu bar icon (
). You can mouse over the icon to view more information about the issue.
Additionally, you may encounter issues for which the application does not display a red taskbar or menu bar icon.
This table describes some issues you may encounter while using the application. For each issue, the table displays the applicable icon mouse-over text that describes the issue, if applicable, and the actions that you can perform to resolve the issue.
Issue |
Mouse-over text | Description/action |
---|---|---|
The synced folder contains one or more files or folder that cannot be synchronized. |
Unsyncable files present |
One of: •The file or folder names contain one or more invalid characters. Rename the applicable files and folders. •The files are ones that HCP Anywhere does not synchronize. For information on the types of files that HCP Anywhere does not synchronize, see Unsyncable files. •The file exceeds a limit enforced by the HCP Anywhere system. For information on the limits that HCP Anywhere enforces, see Supported limits. •You don't have enough space left in your HCP Anywhere storage quota to store the file. Do one of these: oDelete files from or move files out of the synced folder until you have enough space to store the files you want. oAsk your HCP Anywhere system administrator to increase your storage quota. •The file contains a virus. The HCP Anywhere system can be configured to scan incoming files for viruses. In this case, the system does not synchronize files in which viruses are detected. •The file has an extension that has been prohibited by your HCP Anywhere administrator. •A non-synching shared folder exists in the path to the file or folder. For example, if you have a non-synching shared folder named Presentations and try to create a folder named Presentations in the same location, the new folder is not synchronized. For information on viewing your non-synching shared folders, see Viewing shared folders . For instructions on viewing a list of files that cannot be synchronized, see Viewing synchronization status. |
The application icon is not visible on the taskbar or menu bar. |
N/A |
One of: •The application is not running. To start the application: oOn a Windows computer, on the Start menu, select HCP Anywhere > HCP Anywhere. oOn a Mac, in the Applications folder, click on the application icon. •On a Windows computer, the taskbar icon is hidden. Click on the arrow button to view the overflow section. •On a Mac, the menu bar icon is hidden by the Applications Menu for the application that you are currently using. Do one or more of these: oIncrease the display resolution on your Mac. oSwitch focus to an application with fewer Application Menu options. oRemove one or more icons from the menu bar to make more space. |
File synchronization is paused. |
File syncing paused |
Resume synchronization. For information on doing this, see Pausing and resuming file synchronization. |
On a Windows computer, the file status icons are not visible on files in the synced folder. |
N/A |
Do one of these: •Close all open Windows Explorer windows. Then open the synced folder by double-clicking on the HCP Anywhere tray icon. •Restart your computer. For information on the file status icons, see File status icons (Windows only). |
On a Windows computer, the HCP-Anywhere-specific context menu options are not visible when right-clicking within the synced folder. |
N/A |
One of these: •Close all open Windows Explorer windows. Then open the synced folder by double-clicking on the HCP Anywhere tray icon. •In Windows 7 and 8, the HCP-Anywhere-specific context menu options may not appear if you opened the synced folder from the Libraries menu in Windows Explorer. In this case, open the folder a different way. For example, open the folder from the HCP Anywhere tray icon. For information on doing this, see Opening your synced folder. •Restart your computer. |
On a Windows computer, the context menu options in the synced folder open the User Portal for the wrong HCP Anywhere system. |
N/A |
The desktop application has been reconfigured to communicate with an HCP Anywhere system different from the one with which it was initially registered. To get the context menu options to point to the correct system, log out of your computer and then log back in. |
The desktop application cannot connect to the HCP Anywhere system. |
Cannot connect to HCP Anywhere system |
One of these: •Your computer does not have Internet access. Check your Internet connection. •Ensure that your proxy settings and the hostname for the HCP Anywhere system are correct. For more information, see Configuring the desktop application. •There is an issue with the SSL server certificate for the HCP Anywhere system. See your HCP Anywhere administrator for assistance. •The HCP Anywhere system is unavailable due to an upgrade or system recovery. If the problem persists, see your HCP Anywhere administrator for assistance. |
Your storage quota is almost used up. |
Storage quota almost full |
You have used 90% of your storage quota. HCP Anywhere does not synchronize files in the synced folder that are greater in size than the space remaining in your quota. Do one of these: •To free up space in your quota, delete files from or move files out of the synced folder. •Ask your HCP Anywhere administrator to increase your storage quota. |
Your quota has been exceeded. Files newly added to your synced folder will not be synchronized. |
Storage quota exceeded |
Normally, HCP Anywhere prevents you from exceeding your storage quota. However, this can happen if your HCP Anywhere administrator changes your storage quota to be less than the size of the files that you've already stored in HCP Anywhere. In this situation, the User Portal displays the amount of space by which your quota has been exceeded. For more information, see Viewing your space used and remaining. To resume normal operation, do one of these: •To free up space in your quota, delete files from or move files out of the synced folder. When you do this, the desktop application may take up to an hour to synchronize files that you added to the synced folder while your storage quota was exceeded. For more information, see Working with files with the desktop application while in excess of your storage quota. •Ask your HCP Anywhere administrator to increase your storage quota. |
The synced folder contains one or more conflict files. |
Conflict files present |
Resolve the conflicts. For information on conflicts and resolving them, see Handling conflicts. For instructions on viewing a list of conflict files in your synced folder, see Viewing synchronization status. |
A file that you've stored in HCP Anywhere does not appear in the synced folder on your computer. |
N/A |
One of: •If stored in the synced folder, the path to the file would exceed the path length limit for your computer: oOn a Mac, the path to the file would exceed 1,023 characters. oOn a Windows computer, the path to the file would exceed 259 characters. For more information on path length limits and the desktop application, see Path length restrictions and the desktop application. •The file was deleted from the synced folder because the file was renamed from the User Portal or one of your Macs and the resulting file path exceeds the limit for your computer: oOn a Mac, the path to the file exceeds 1,023 characters. oOn a Windows computer, the path to the file exceeds 259 characters. For more information on path length limits and the desktop application, see Path length restrictions and the desktop application. |
The application was deregistered but you didn't deregister it yourself. |
N/A |
One of: •The HCP Anywhere system administrator deregistered your desktop application. •Your device was automatically deregistered by the system because it was inactive for too long. •A change occurred on the HCP Anywhere system that caused the application to be unable to continue synchronizing files with the system. In these situations, reregister the application or contact your HCP Anywhere administrator for assistance. |
All your apps have been deregistered and your files deleted. |
N/A |
The HCP Anywhere administrator deleted your user account. You can continue using HCP Anywhere by logging back into the User Portal and reregistering your user account. However, all your files and all information about your HCP Anywhere activity are gone. For information on registering your user account, see Registering with HCP Anywhere. |
Mobilized data shares aren't visible in your synced folder |
N/A |
HCP Anywhere does not synchronize network shares to your computers. You can view them only from the User Portal and your mobile devices. For information on mobilized data shares, see About mobilized data shares. |
You are prompted to reregister the desktop application. |
Registering... |
Your synced folder was moved or deleted while the HCP Anywhere application was shut down. To resume using the application, reregister it and specify a new location for your synced folder. |
A shared folder isn't visible in your synced folder |
N/A |
One of these: •You have turned off synchronization for the folder. You can still view the folder from the Portal and your mobile devices. For information on turning synchronization back on, see Configuring synchronization for a shared folder. •You deleted the folder. •The owner of the folder stopped sharing it with you. •You left the shared folder. |
Trademarks and Legal Disclaimer
© 2016 Hitachi Data Systems Corporation. All rights reserved.