How to check that your Egnyte to SharePoint sync pair is working properly

Use these steps if your Egnyte to SharePoint sync pair is green and shows no error, but a new Egnyte folder or file has not appeared in SharePoint yet.

Short answer

A green synchronization status indicates that the sync pair is active, but it does not necessarily mean that all files have been transferred.

Delays can occur because of synchronization frequency, API rate limits, large data transfers, or configuration issues.

You can check synchronization activity and troubleshoot delays from the cloudHQ Sync Dashboard.

Table of Contents

What you see on the sync dashboard

Open https://www.cloudhq.net/synch (the Sync & Backup tab).



The dashboard contains the following sections:

  1. Status

    • Real time synchronization is running: Indicates that synchronization is active.
    • We transferred <number> files (<size>): Shows the total amount of data transferred.
    • This week (since <date>) we transferred <number> files (<size>): Shows recent transfer activity across your synchronization pairs.
    • Files have problems with sync: Opens a list of files with reported synchronization problems.
    • View sync events: Opens the synchronization activity history.
    • Request Sync or Backup Report: Requests a synchronization report.
  2. Controls

    • Add New Sync Pair: Creates a synchronization pair.
    • Pause All Syncs: Pauses all synchronization pairs.
  3. Sync Pairs

    Each row represents a synchronization pair, showing the source folder and destination folder.

    Expand the pair to access its available controls, including:

    • View Sync Events
    • Pause or Start
    • Modify Options
    • Delete Sync Pair

    Important: A green status icon does not guarantee that every file or folder has already been synchronized.

What you see on the Synchronization Events page

You can access synchronization events in two ways:

  • View sync events from the dashboard to review activity across synchronization pairs.
  • Expand a specific sync pair and select View Sync Events to review activity for that pair.

The events page for an individual synchronization pair has an address similar to:

https://www.cloudhq.net/synch_events/<sync_pair_id>



The synchronization events page helps you determine whether cloudHQ has detected and processed changes.

Depending on the synchronization activity, you may see events such as:

  • COPY NEW: A new file was copied to the destination.
  • COPY: A file was copied or updated at the destination.
  • CREATE DIR: A folder was created at the destination.
  • RENAME: A file or folder was renamed.
  • DELETE: A deletion was processed.
  • ARCHIVE: An item was archived.
  • CATALOG: An item was processed during synchronization cataloging. This event does not necessarily indicate a file transfer.

Important: Recent synchronization events indicate activity, but they do not guarantee that a particular missing file or folder has been synchronized.

If the initial data transfer is still in progress, synchronization of a large dataset may require additional time.

How to check your sync pair, step by step

Step 1: Check that synchronization is running

Open the cloudHQ Sync Dashboard.

Verify that:

  • The synchronization pair is active.
  • The pair is not paused.
  • There are no reported synchronization errors.

A green status indicates that the pair is active and has no displayed error. It does not confirm that all pending changes have been transferred.

Step 2: Check synchronization activity

On the dashboard, review the number of files transferred during the current week.

Refresh the page after a few minutes to see whether the number increases.

Next, open View Sync Events for the affected synchronization pair.

  • Recent events are appearing: The synchronization pair is processing changes.
  • No recent events: Continue with the troubleshooting steps below.
  • The missing folder appears in the events: Review the event and check the corresponding destination location.

Note: The dashboard’s overall transfer count may include activity from other synchronization pairs. The events for the affected pair provide more relevant troubleshooting information.

Step 3: Check synchronization frequency (granularity)

Expand your synchronization pair and select Modify Options.



Find the option:

Adjust the granularity of your sync or backup process

This setting controls how frequently cloudHQ checks for changes.

Available intervals range from approximately one minute to one month.

Egnyte synchronization pairs normally default to checking approximately every 10 minutes, although this setting can be changed.

  • Shorter intervals: Changes may be detected sooner, but synchronization may generate more Egnyte API requests.
  • Longer intervals: Reduce synchronization frequency and may help manage API usage.

For example, if synchronization is configured to run every six hours, newly created files or folders may not be detected until the next scheduled synchronization cycle.

Additional processing time may be required after changes are detected.

Important: Reducing the interval does not guarantee faster synchronization if the Egnyte account is already experiencing API rate limits.

For additional information, see Backup Egnyte FAQ.

Step 4: Check Egnyte API limits

Egnyte limits the number of API requests that applications can make.

When these limits are reached, synchronization requests may be delayed or temporarily restricted.

API rate limits can therefore affect how quickly new files and folders appear in SharePoint.

Check your Egnyte connection in cloudHQ:

  1. Open the Cloud Accounts section.
  2. Find your Egnyte account.
  3. Check for API usage warnings or authorization problems.
  4. Review the affected synchronization pair for API-related errors.

If cloudHQ reports that Egnyte API limits have been reached, review the API configuration associated with your Egnyte account.

Using an Egnyte Internal Application

cloudHQ supports connecting Egnyte through an Internal Application using dedicated API credentials.

This can provide greater control over API usage and quota allocation.

However, dedicated API credentials do not eliminate Egnyte API limits.

Egnyte still applies limits to API requests, and the available quota depends on the application’s configuration.

If necessary, contact Egnyte support to verify or request an increase in your application’s API quota.

Instructions:

How to set up an Internal Application for Egnyte backup or sync

Ways to reduce API usage:

  • Increase the interval between synchronization checks.
  • Review synchronization pairs that use the same Egnyte account.
  • Avoid unnecessary synchronization of overlapping folders.
  • Contact Egnyte support if the existing API quota is insufficient.

Step 5: Check whether a large number of changes are being processed

If many files or folders have recently changed in Egnyte, synchronization may require additional processing time.

For example, a large initial transfer or a substantial number of newly created files may delay the appearance of some items in SharePoint.

Files and folders may appear at different times depending on synchronization activity and available resources.

To check progress:

  1. Open the synchronization events for the affected pair.
  2. Look for recent file-copying or folder-creation events.
  3. Check whether the initial data transfer is still in progress.
  4. Allow additional processing time if substantial synchronization activity is occurring.

Note: Recent synchronization activity does not guarantee that a particular missing item is simply waiting in a processing queue. Continue troubleshooting if the item remains missing.

Step 6: Review other synchronization pairs

If you have multiple synchronization pairs using the same Egnyte account, review their configurations.

Multiple pairs may contribute to overall Egnyte API usage.

Pay particular attention to synchronization pairs that include overlapping folders.

For example:

  • Sync Pair 1: Egnyte /Shared/Projects
  • Sync Pair 2: Egnyte /Shared

In this example, both pairs include files from the Projects folder.

Depending on their configuration, this may result in unnecessary overlapping synchronization activity.

Review whether both pairs are required.

Important: Do not pause or delete synchronization pairs solely to improve performance unless you understand their purpose and the consequences of stopping them.

Multiple synchronization pairs do not necessarily share a fixed transfer-speed limit, although they may be affected by common API quotas or service restrictions.

Step 7: Verify synchronization configuration

Check that the synchronization pair is configured correctly.

  • Source folder: Confirm that the missing file or folder is located inside the selected Egnyte source folder.
  • Destination folder: Confirm that the selected SharePoint destination is the correct document library or folder.
  • Synchronization direction: If the pair is configured for one-way synchronization from Egnyte to SharePoint, changes made only in SharePoint will not be copied back to Egnyte.
  • Excluded folders: Open Modify Options and verify that the missing folder is not excluded from synchronization.
  • SharePoint storage: Check whether sufficient storage space is available.

Also verify that the expected destination path is correct. A file may have been synchronized to a different folder than the one you are checking.

Step 8: Check SharePoint permissions and restrictions

If the synchronization pair is active but files are not appearing in SharePoint, verify that the connected Microsoft 365 account has the necessary permissions.

Check the following:

  • The connected Microsoft 365 account can access the destination SharePoint site.
  • The account has permission to create and modify files in the selected document library.
  • The destination folder still exists and is accessible.
  • The missing file or folder does not violate SharePoint naming or path-length restrictions.
  • SharePoint storage limits or other destination restrictions are not preventing file creation.

Changes to Microsoft 365 permissions or SharePoint configuration may affect synchronization even when the synchronization pair previously worked correctly.

Step 9: Verify account authorization

Check that both cloud accounts remain properly connected to cloudHQ.

  1. Open Cloud Accounts in cloudHQ.
  2. Review the Egnyte connection.
  3. Review the Microsoft 365 SharePoint connection.
  4. Check for authentication errors or requests to reconnect an account.

Account authorization can be affected by changes to passwords, security policies, API credentials, or administrator permissions.

If cloudHQ reports an authorization problem, follow the provided instructions to reconnect the affected account.

Note: Do not disconnect or recreate a working synchronization pair unnecessarily. Review the reported error before making configuration changes.

Step 10: Contact cloudHQ support

If the synchronization pair is active but the missing files or folders still do not appear in SharePoint, contact support@cloudhq.net.

Include the following information:

  • The synchronization pair ID or its Synchronization Events URL.
  • The full path of the missing file or folder in Egnyte.
  • The expected destination path in SharePoint.
  • The approximate date and time when the file or folder was created or modified.
  • Whether other files and folders are synchronizing successfully.
  • Any error messages or API-limit warnings shown in cloudHQ.

This information will help the cloudHQ support team investigate the synchronization issue.

Sources

The following official cloudHQ documentation provides additional information about Egnyte synchronization, API limits, synchronization monitoring, and troubleshooting.

  1. cloudHQ – Backup Egnyte: Frequently Asked Questions
    Information about Egnyte synchronization frequency, scheduling, API limits, and backup configuration.https://support.cloudhq.net/backup-egnyte-faq-frequently-asked-questions/
  2. cloudHQ – How to monitor sync, backup or migrationInstructions for monitoring synchronization status, viewing synchronization events, and checking initial data transfers.
    https://support.cloudhq.net/how-to-monitor-status-of-sync/
  3. cloudHQ – How to set up an Internal Application for Egnyte backup or sync
    Instructions for creating dedicated Egnyte API credentials, authorizing cloudHQ, and requesting API quota adjustments.

    https://support.cloudhq.net/how-to-set-up-internal-application-for-egnyte-backup-or-sync/
  4. cloudHQ – Troubleshooting Egnyte Internal Applications
    Additional troubleshooting information for Egnyte API connections and internal application configuration.
    https://support.cloudhq.net/troubleshooting-egnyte-internal-apps/