Files not syncing as expected in Desktop Connector

Autodesk Support

Mar 3, 2025

Products and versions covered

Issue:

Users reported that when using Autodesk Desktop Connector, some files are not syncing as expected with the cloud project.

Other symptoms that may appear include:

  • The synchronization process is unusually slow, files are queued for later, or files are synchronized randomly later or do not sync at all, or sometimes cause duplicates. 

  • Files don't get unlocked.

  • No errors are displayed, sync pending status only. ​​​

  • Only folders are visible in Desktop Connector, and no files are displayed.

Causes:

Files may not sync due to several causes:

  • The machine on which Desktop Connector is being used is not connected to internet.

  • Desktop Connector is not running.

  • Desktop Connector has not been updated to the latest version.

  • Lack of project folder permission.

  • Project or account name has changed.

  • An issue with the data set.

  • A conflict in the local workspace.

  • Interaction of internet security or anti-virus protection.

Solution:

To resolve file syncing issues, follow these troubleshooting steps:

Check system requirements:

Review the System Requirements.

Connect the machine to the internet:

  • Make sure that the machine on which the Desktop Connector is being used is connected to the internet.

    • If the machine is not connected to the internet, syncing will be paused until an internet connection is established and the Desktop Connector is running. 

    • Consider working offline if internet is limited.

    • Check for antivirus, firewall and other connection security settings that might interfere. 

Sign in to Desktop Connector:

  • The Desktop Connector should be running.

    • If the Desktop Connector is not running, syncing will be paused until an internet connection is established and the Desktop Connector is running.

Use the Desktop Connector Troubleshooting Tool:

Use the Desktop Connector Troubleshooting Tool, available from version 16.7.
In the Troubleshooting tool, check both tabs: My Unsynced Changes and Unsynced Cloud Updates.

Addressing files which are not syncing:

  • Check if the issue is related to a particular file or set of files. Review if they are free from corruption.

  • Check if files type involved are supported. Supported files

  • Make sure that the Desktop Connector is running.

  • Review the member's folder permissions in the project. 

  • Check that the project and account names haven't changed.

  • Look for Long Paths and Leading and Trailing Spaces in the project.

If the above has been checked and the file doesn't sync:

  1. Add a new file to the folder and check if it syncs. 

    • If the file doesn't sync, that indicates an issue with the folder. Review the steps in this Help page Folder that are not syncing.

    • If the file does sync, proceed to the next step.

  2. Open one of the unsynced files, make a small edit, and save and close the file. Check if the sync is successful.

  3. If the file doesn't sync after saving the edit, copy the unsynced file to a local disk location and then copy the file back into the Autodesk Docs drive to create a version. 

Note: Use Copy as opposed to Move, as Move would act as a Delete from the original location once the files are successfully moved. If the file is deleted, the version history is reset. Also, make sure that the file name is not changed or it may cause a duplicate. 

  1. For further techniques, see the Help page Syncing Troubleshooting.

Resolving issues with the Desktop Connector environment:

If this is not enough, proceed with the following steps:

Note: Proceed with caution as the following instructions will delete unsynced data from the local drive. 
Make a local copy of all the files reported in the unsynced file logs as a backup so that any unsynced edits aren't lost.

  1. Use the Free Up Space command to remove local data.

  2. Sign out of Desktop Connector and Exit. Sign in using the same email address used previously (this avoids unsynced data deletion). Check if the file syncs.

  3. Reselect the project:

    1. Unselect the impacted project from the Project Selection dialog in Desktop Connector. This will delete local data.

    2. Restart Desktop Connector. 

    3. Reselect the project and copy the files back into the project folders.

  4. If the file still doesn't sync, reset the Desktop Connector using the Reset Utility. This will delete local data.

  5. If resetting the application doesn't help, perform a clean uninstall and install the latest version of Desktop Connector. This will delete local data.

Resolve the issues caused due to internet security or anti-virus protection:

  • Set the exception in the internet security or anti-virus protection to exclude Desktop Connector drive: C:\Users\<username>\DC or the designated location in case the workspace has changed.
  • Disable internet security or anti-virus protection or change its settings to allow connectivity.

Products:

BIM 360; Desktop Connector; Docs;

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