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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 you might see:

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

Find the Backup and Sync icon Backup and Sync.

  • Mac: In the top right toolbar.
  • Windows: In the bottom right toolbar.
Restart Backup and Sync

After you restart Backup and Sync, it will take some time to complete.

  1. On your computer, click Backup and Sync Backup and Sync.
  2. Click More More and then Quit Backup and Sync.
  3. Reopen Backup and Sync.
Reinstall Backup and Sync

After you reinstall Backup and Sync, it will take some time to complete.

  1. On your computer, go to drive.google.com.
  2. Click Settings Settings and then Download Backup and Sync.
  3. Download the most recent version of Backup and Sync.
  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.

It will take some time for your files to sync.

Disconnect and reconnect your account

After you disconnect and reconnect Backup and Sync, it will take some time to complete.

  1. On your computer, click Backup and Sync Backup and Sync.
  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.

It will take some time for Google Drive to sync.

Restart your computer

After you restart your computer, it will take some time for Backup and Sync to complete.

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

  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:

Fix error messages

Locate missing folder 

After you locate your missing folder, it will take some time for Backup and Sync to complete.

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

  1. On your computer, click Backup and Sync Backup and Sync.
  2. On the error message, click Locate.
  3. Select your folder in its new location and click Open.
  4. Google Drive will reconnect.

If you renamed your Google Drive folder

  1. On your computer, click Backup and Sync Backup and Sync.
  2. On the error message, click Locate.
  3. Select your renamed version and click Open.
  4. Google Drive will reconnect.

If you deleted your Google Drive folder

  1. On your computer, click Backup and Sync Backup and Sync.
  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.

If you don’t want to sync that folder anymore

  1. On your computer, click Backup and Sync Backup and Sync.
  2. On the error message, click Stop syncing this directory.
  3. Backup and Sync will re-sync your files.
Manually sync files

After you manually sync files, it will take some time for Backup and Sync to complete.

  1. On your computer, click Backup and Sync Backup and Sync.
  2. Click View # unsyncable files.
  3. Click Retry all.
  4. If this doesn't work, restart Google Drive sync.

Send feedback

  1. On your computer, click Backup and Sync Backup and Sync.
  2. Click More More and then Send feedback.
  3. Type your feedback.
  4. To give us insight into what is wrong, click, Include system data.
  5. Click Submit.

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. On your computer, click Backup and Sync Backup and Sync.
    • On a Mac, the icon is found in the menu bar at the top right of your desktop screen.
    • 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. Click 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 English, Spanish, 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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