- Introduction
- Check 1: Test the file in Egnyte itself
- Check 2: Check the folder still exists
- Check 3: Back up private folders with administrator authorization
- Check 4: Reduce the number of API calls
- Check 5: Egnyte application errors
- Next Steps
Introduction
If an Egnyte sync or backup shows a file in the list but then says it can’t download or copy it, go through these checks one by one.
Check 1: Test the file in Egnyte itself
Open the file in the Egnyte web interface itself and try the download there, outside cloudHQ. If Egnyte can’t download it either, that file may be damaged on the Egnyte side, and you’ll need to contact Egnyte support. cloudHQ can only copy what Egnyte is able to serve.
Check 2: Check the folder still exists
If a folder was deleted or moved in Egnyte, cloudHQ can report an “insufficient permissions” error for it. Open Egnyte and confirm the folder is still there, at the same path.
Check 3: Back up private folders with administrator authorization
To back up your Egnyte users’ private folders, give cloudHQ authorization through an Egnyte administrator account. You don’t need to invite each user one by one. An invitation covers only what the invited user can see. See Understanding Egnyte private and shared folders.
Check 4: Reduce the number of API calls
Egnyte puts a cap on API calls. When the errors show up in bursts, pick a sync interval that runs less often. The steps are in How to adjust time granularity for sync pairs with Egnyte. Should you need higher limits, set up an Egnyte internal application and ask Egnyte support to set its API limits: How to set up an internal application for Egnyte backup or sync.
Check 5: Egnyte application errors
If cloudHQ shows the message “The Egnyte API client key is not created as an Internal Application”, your Egnyte application is configured only for the Implicit Grant flow, and cloudHQ cannot use that type. Create a new application and select Internal Application (for own company use only) as the application type.
If cloudHQ shows “Unable to generate Egnyte OAuth token”, or a message about your API keys or your login, go through the checks in Troubleshooting Egnyte internal apps.
Next Steps
Should the problem continue, send an email to support@cloudhq.net using the email address tied to your cloudHQ account. In the message, include the name of the sync pair and the path to a file that failed.