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.

We are working on automated tools to resolve some of these issues. In the meantime, 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

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

Disk Access Permissions on macOS

If any application attempts to modify contents in the Files.com mounted folder on macOS, it requires Full Disk Access permissions. If you encounter disk permissions-related issues on macOS, we recommend checking the access permissions of the corresponding app in macOS security settings.

For example, the macOS built-in Archive Utility app might display an error when unzipping or decompressing zipped archives directly from the Files.com mounted folder. If this occurs, enable Full Disk Access for the Archive Utility app as an Administrator via System Settings -> Privacy & Security -> Full Disk Access. The Archive Utility app can be found at /System/Library/CoreServices/Applications/Archive Utility.

Unsupported File or Folder Names

In the macOS Desktop App's mounted drive mode, file and folder names containing a colon (:) will not be displayed in Finder. This character is not currently handled by the Desktop App in mounted drive mode.

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