Troubleshooting ShareFile Folders and Files Not Syncing in Windows File Explorer

This article explains what to do when ShareFile folders or files in Windows File Explorer do not match what you see on the ShareFile website, or when recent uploads are missing in a mapped ShareFile folder.

Check for temporary sync delays

In many cases, missing or outdated files in a ShareFile folder mapped in Windows File Explorer are caused by synchronization delays while the ShareFile client finishes syncing.

To rule out a temporary delay:

• Confirm that the folder you are viewing in Windows File Explorer is a ShareFile shared folder.
• Refresh the folder view in Windows File Explorer.
• Wait a short time and check again, as updated files can appear after a delay while they are being reuploaded or synced.
• Verify with the person who uploaded the files that their upload completed successfully.

If the files appear after waiting, the issue was likely a temporary sync delay and no further action is needed.

Resync when folder contents don’t match the ShareFile website

If folders or files appear in Windows File Explorer (using the ShareFile mapped drive or desktop client) but not on the ShareFile website, or vice versa, the local view may be out of sync with the online site. In this case, resyncing the ShareFile desktop client can correct the folder structure.

To resync the ShareFile desktop client:

1. Close ShareFile and any related apps.
2. Uninstall ShareFile for Windows.
3. If present, uninstall the standalone ShareFile for Outlook add-in. (If ShareFile for Outlook is already loaded as an app inside the new Outlook, you do not need the standalone add-in.)
4. Reboot the computer.
5. Install ShareFile for Windows again.
6. Sign in with your ShareFile account and allow it to sync.

After you sign back in and the client finishes syncing, the folder structure shown in Windows File Explorer should match what you see on the ShareFile website.

When further investigation is needed

If, after waiting for a reasonable time, recent uploads still do not appear in the mapped ShareFile folder, or if files remain inconsistent between Windows File Explorer and the ShareFile website even after reinstalling and resyncing the desktop client, further investigation of the uploader’s upload status or the ShareFile sync client may be required.