Troubleshooting Installation Errors

If you receive a Windows Error message referencing "0x80070643", this is a Microsoft error related to your .NET Framework installation.

You can resolve this issue by simply rebooting your system, and then try the install again. If you still receive the same error after rebooting, download the .NET framework Repair Tool from Microsoft and run it.

One other possible cause of this error is antivirus software. When we've seen this in the past, it has been triggered by Avast antivirus software. Users have found that they can temporarily turn off Avast, complete the install, then turn Avast back on.

Troubleshooting Issues

First, make sure that your user has the proper permissions to use the Desktop app. This is enabled by default for most sites (though Site Administrators can turn this off).

If you're unable to log in, you may need to contact your site administrator, and request that they enable access in your user account's settings for protocol access.

The desktop app exclusively uses port 443 (HTTPS) for outbound communication, and should operate behind most corporate firewalls.

If your files are not uploading to when you are online without any network issues, it is possible that the user doesn't have write permissions on that corresponding folder. You may see an error message such as "The operation can't be completed because an unexpected error occurred (error code 0)" when you are trying to create files or folders if the user doesn't have enough permissions on that folder.

Desktop application logs

On Windows, the desktop application logs are located at C:\Users[USERNAME]\AppData\Roaming\com.files.desktop\

On Mac, the logs are located at ~/Library/Logs/

Additionally, you can troubleshoot issues with the desktop app, such as upload/download issues, authentication issues or any unexpected behavior by enabling the debug logs. However, it's important to note that enabling debug logs should only be done when absolutely necessary for troubleshooting. Debug logs won't be created automatically; you'll need to activate logging manually.

Steps to enable the debug logs:

Close/quit the desktop app and create a file with name at C:\Users\USERNAME\AppData\Roaming\com.files.desktop\ (On Mac OS: ~/Library/Group Containers/ Support/com.files.desktop/). Add the text logging=debug in the file and save the file.

After that, start the desktop app and reproduce the issue. Once the issue is reproduced, collect the debug logs from C:\Users\USERNAME\AppData\Roaming\com.files.desktop\ (On Mac: ~/Library/Logs/

Remember to disable debug logging once the issue has been analyzed or resolved, as generating these logs can impose additional load on the desktop app, potentially affecting performance and increasing storage usage. To disable the debug logs, delete the file, close/quit the desktop app, and then relaunch it.

Invalid file or folder names

Invalid file and folder names are usually caused by limitations of the underlying operating system being used. Operating systems such as Windows, Linux, and Mac each have their own specific restrictions for which characters can be used to name a file or folder. Additionally, 3rd party service providers can overlay their own restrictions. It is not practical for to maintain a database of all restrictions that may apply.

If you see issues with invalid file or folder names, we recommend you modify those names to remove the restricted characters.

Some examples of restricted characters are:

  • < (less than)
  • > (greater than)
  • : (colon)
  • " (double quote)
  • / (forward slash)
  • \ (backslash)
  • | (vertical bar or pipe)
  • ? (question mark)
  • * (asterisk)
  • # (hash or pound)
  • % (percent)
  • & (ampersand)
  • @ (at)
  • ^ (caret)
  • $ (dollar)
  • ! (exclamation)

Invalid folder names, such as . and .., might be allowed by some object storage solutions but will cause incompatibility with Rename or remove these invalid folder names to restore compatibility.

Some systems may also restrict the length of the file or folder name. Common length limits include 160 characters and 255 characters.

Bear in mind that some systems calculate the total length as being either just the file or folder name, including any extension or the sum of the whole folder path + file name + extension + temporary suffix.

To resolve this issue, shorten the name of files and folders so that they are below the length limits of the system.

On the side, the path limit is 550 characters for the sum of the full path, including folder names.

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