Keep both your Desktop App and your operating system on current releases. Many issues are resolved by installing the latest release of the Desktop App and applying the latest patch or version of your operating system.

When a problem persists, Desktop App Logs covers where the logs are, the level to set before reproducing the issue, and how to get them to our Support Team.

Windows Desktop App Troubleshooting

The following troubleshooting applies to Mounted Drive Mode on the Files.com Desktop App for Windows.

Mounted Drive Appears as Disconnected in Some Applications

Some applications may show the Desktop App Mounted Drive on Windows as a disconnected network drive when you browse it from within that application. The Mounted Drive continues to work normally in this situation.

This can happen when an application, such as 7zip or PaperScan, is built for a different processor type than your computer. For example, applications built for Intel processors may show the Mounted Drive as disconnected when used on a Windows ARM device.

If the Mounted Drive continues to operate while the status shows as disconnected, you can ignore the status. To correct the status, make sure the application you are using matches your processor type.

Problems with WinFsp

Files.com Desktop App uses a 3rd party module called WinFsp to enable Drive letter mounting on Windows. WinFsp can sometimes be incorrectly installed by other applications.

To troubleshoot issues with WinFsp, send the output of the following commands to our Support Team, and we can help you reset your WinFsp installation:

reg.exe query HKLM\Software\WinFsp /reg:32
sc.exe query WinFsp.Launcher
sc.exe qc WinFsp.Launcher

macOS Desktop App Troubleshooting

Mounted Drive Mode on macOS depends on the Desktop App's integration with Finder. When the Files.com location is missing or stops updating, check that integration before changing your connection or file permissions.

Files.com Is Missing from Finder or Stops Updating

If Files.com does not appear in Finder, confirm that the connection has Show in Finder enabled and that you have approved Finder integration.

In the Desktop App's Preferences, open Advanced > Finder Integration and select Refresh to check its status. If approval is still needed, follow the app's instructions to enable Files.com in Finder or System Settings.

If the integration is enabled but the Files.com location is missing, stuck, or not updating, select Repair Finder Integration. This rebuilds the integration with Finder, so the Files.com location may briefly disappear while it is recreated.

If the problem continues, send Desktop App Logs to our Support Team, including the macOS File Provider log.

Issues Caused by Temporary Office Files

If you cannot open document files like .docx, .xlsx, or .pptx for editing while using Mounted Drive Mode and the file is not currently open in another application or by another user, a temporary lock file created by the editing application may be preventing access. Applications like Microsoft Word, Excel, and PowerPoint create temporary files that start with ~$ while a document is open to manage editing sessions. If the application closes unexpectedly, the temporary file may remain in the folder and cause the document to appear locked. This behavior comes from Microsoft Office applications and is not related to the Files.com file locking feature.

Check the folder for a ~$ temporary file associated with the document and delete it if the document is not currently open. If the problem continues, restart the editing application or your computer to release any local locks, then restart the Files.com Desktop App and try opening the document again.

Troubleshooting the Desktop App