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Fix problems syncing to your computer

If some or all your files are not syncing between your computer and My Drive, you can try to fix the problem.

Basic troubleshooting

Here are some general problems that you might see:

  • Files not syncing between your computer and My Drive.
  • Drive stuck on "Preparing for Sync."
  • Google Drive sync client stops suddenly.

Find the Google Drive icon:

  • Mac: In the top right toolbar.
  • Windows: In the bottom right toolbar.
Restart Google Drive sync
  1. Click Google Drive Google Drive.
  2. Click More More.
  3. Click Quit Google Drive.
  4. Reopen Google Drive.
Reinstall Google Drive
  1. Go to drive.google.com.
  2. Click SettingsSettings and then Download Drive.
  3. Download the most recent version of Google Drive.
  4. During the installation, click Yes when you’re asked to replace your current version.
  5. Choose a new Google Drive folder and sync your files.
Disconnect and reconnect your account
  1. In the toolbar, click Google Drive Google Drive.
  2. Click Error - Google Drive folder is missing.
  3. Click Disconnect account.
  4. Sign in again. You will be asked to choose a new location for the Google Drive folder.
Restart your computer

Mac

  1. In the top left, click the Apple menu.
  2. Click Restart...
  3. To confirm, click Restart.

Windows 10

  1. In the bottom left, click or tap the Start button.
  2. Click or tap Power.
  3. Click or tap Restart

Windows 8 & 8.1

  1. In the top right, next to Search, click or tap the power icon.
  2. Click or tap Restart.

Windows 7, Vista & XP

  1. In the bottom left, click the Start menu icon.
  2. Next to "Shut down," click Restart.

Error messages

You may see the following errors in Google Drive:

  • An unknown error has occurred: Restart Google Drive sync.
  • An unknown issue occurred and Google Drive needs to quit: Restart Google Drive sync.
  • Authorization failure: You no longer have permission to view the file. Contact the owner.
  • Connection failure: Check your Internet connection. Click Retry all or restart Google Drive sync.
  • Google Drive quits unexpectedly: Reinstall Google Drive.
  • The Google Drive server encountered an error: Click Retry all.
  • This file is a link to an online Google document. It cannot be changed. You can only change Google documents when online. Make a copy of the original document online and select it for syncing.
  • The file on your computer is missing: Restart Google Drive sync.
  • This file points to an invalid online Google document: The original file is no longer in Google Drive. Remove from the folder on your computer and restart Google Drive sync.
  • Some files can't be synced: Manually sync files.
  • Syncing is stuck: Restart Google Drive sync.
  • Unable to complete sync: Disconnect and reconnect your account.
  • You do not have enough Google storage for this file. Please buy more storage: Purchase a larger storage plan.
  • You do not have permission to sync this file: Contact the owner of the file.
  • You only have permission to view this file, so your changes cannot be synced: Contact the owner of the file and request the ability to edit.
  • Your Google Drive folder is missing: Locate or replace your missing folder.

Fix error messages

Locate missing folder

If you moved the Google Drive folder to a new place on your computer:

  1. Click Google Drive Google Drive.
  2. Click Error - Google Drive folder is missing.
  3. Click Locate folder...
  4. Select your folder in its new location and click Open.
  5. Google Drive will reconnect.

If you renamed your Google Drive folder:

  1. Click Google Drive Google Drive.
  2. Click Error - Google Drive folder is missing.
  3. Click Locate folder...
  4. Select your renamed version and click Open.
  5. Google Drive will reconnect.

If you deleted your Google Drive folder:

  1. Click Google Drive Google Drive.
  2. Click Error - Google Drive folder is missing.
  3. Click Disconnect account.
  4. Sign in again. You will be asked to choose a new location for the Google Drive folder.
Manually sync files

Click Google Drive Google Drive.

  1. Click View # unsyncable files.
  2. Click Retry all.
  3. If this doesn't work, restart Google Drive sync.

Send an error report to Google

If you are unable to solve your problem, you can send an error report to Google.

Step 1: Get a Report ID for Google Drive
  1. Click the Google Drive icon Google Drive.
    1. On a Mac, the icon is found in the menu bar at the top right of your desktop screen.
    2. On a Windows computer, the icon is found in the taskbar at the bottom right of your desktop screen.
  2. While holding down the Shift key, click More More.
  3. Select "Enable diagnostic mode."
  4. Click Start logging.
  5. Reproduce the problem you experienced. For example, you may get an error when you add a file to the Google Drive folder on your computer. Repeat that action while logging is active. When you’re done, click Send report to Google.
  6. When the report is sent, you’ll get a Report ID.
Step 2: Post the Report ID to the Google Drive Help forum

Important: Do not post any personal information on the forums, such as email address, phone number, or financial information.

  1. Go to the help forum. At the moment, the forum is available in EnglishSpanish, and Portuguese.
  2. At the top right, click New Topic.
  3. For "Question," type "Drive Sync Client Log."
  4. Below "Question," type your Report ID and a description of your issue. You can include screenshots, OS versions, or any other data you think may help.
  5. Click POST.

Evan is a Docs & Drive expert and author of this help page. Leave him feedback below about the page.

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