Troubleshoot Synchronization Issues

Operating System: Windows, macOS

Required Permissions: User

If you have problems with the desktop synchronization via the empower® Sync, follow the following steps to make sure the empower® Sync works as expected:

  1. Check if you are logged in with the correct user account.

    To check the account, click on the initials on top of the empower® Sync window.

    This check can only be performed on Windows devices.

  2. If required, check if you are connected to the VPN. Make sure that you have a stable VPN connection.

  3. Contact your colleagues to check if they are affected as well or if the issue only occurs on your device.

  4. Check if you are connected to the empower® Backend.

    To check the connection, open the empower® Sync and check if the dot next to your environment name is displayed in green or red.

    If it is displayed in red, you are not connected.

    This check can only be performed on Windows devices.

    1. If you are not connected to the backend, contact your IT administrator.

  5. To resolve the issue, reset the empower® Sync.

    To do so on Windows devices, click on the gear symbol in the empower® Sync window and choose the option Sync from Scratch.

    To do so on macOS devices, open the empower® Sync window and choose the option Reset.

  6. If the issue persists, also delete the local cache.

    To do so on Windows devices, choose the option Clear local cache.

    This action can only be performed on Windows devices.

  7. If the issue persists, delete the login token for the empower® Sync.

    To do so on Windows devices, follow the instructions under Delete the empower® Sync Login Token on Windows Devices.

    To do so on macOS devices, follow the instructions under Delete the empower® Sync Login Token on macOS Devices.

    1. Afterwards, start a synchronization via the empower® Sync.

      You will need to log in again.

  8. If the issue persists, contact empower® Support.

    1. In your request, specify if you have already executed the steps above.

    2. Include the log files in your request.

      On Windows devices, use the empower® Information Collector to collect all required information.

      For further information regarding the tool and its execution, see empower® Information Collector.

      On macOS devices, follow the instructions under Collect empower® Logs on macOS Systems.

    3. Note down the time when the issue occurred or when you were able to reproduce the issue.

      Include this information in your request.

    4. If there is an error message, include a screenshot of this message.

Note

For further information regarding the empower® Sync user interface on Windows devices, see empower® Sync.

For further information regarding the empower® Sync user interface on macOS devices, see empower® Sync.

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