Fix problems in Drive for desktop

If some or all of 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.
• Drive for desktop stops or quits suddenly
• Unknown error occurred

Some ways you can resolve these types of error include:

• Checking your Internet connection
• Restarting Drive for desktop
• Restarting your computer
• Disconnecting and reconnecting your account
• Reinstalling Drive for desktop

Restart Drive for desktop

1. On your computer, open Drive for desktop.
   1. Mac: In the top menu bar, click Settings Quit.
   2. Windows: In the bottom right-hand taskbar, click SettingsQuit.
2. Reopen Drive for desktop

Disconnect and reconnect your account

1. On your computer, open Drive for desktop.
2. Click SettingsPreferences.
3. Click Settingsand find the account that you want to disconnect.
4. Click Disconnect account.
5. If you have files that are in the process of being uploaded, you'll be prompted to wait for them to sync.
6. Sign in again. Choose a new location for the Google Drive folder.

Reinstall Drive to desktop

1. On your computer, go to the Drive download page.
2. Download the most recent version of Drive for desktop.
3. Install the application.

Fix error messages

You don’t have enough storage

You need enough Google and local storage to sync files. Local storage includes your hard drive and any other removable devices (USBs, external hard drives, etc.) that you use.

If you don’t have enough Google storage, free up space or get more storage from Google One. If you sync changes to a file that you don’t own and the owner doesn’t have enough storage, the changes won’t sync. To sync changes, contact the file owner to either transfer ownership or ask them to manage their storage.

If you don’t have enough local storage, free up space.

You don't have permissions to sync files

You don’t have sufficient Google Drive permission to sync changes you’ve made.

To sync these files, contact the owner of the file or folder you want to sync and request access. If the file or folder is in a shared drive, contact the shared drive’s admin or manager for access.

Your computer won't allow you to sync files

Drive for desktop needs permission from your computer to sync files.

To sync these files, give full disk access or Apple Photos access by changing your Security & Privacy settings in System Preferences. You can also check permissions on the file.

Files are too large or too small

These items can’t be backed up to Google Photos:

• Photos larger than 200 MB or 150 MP
• Videos larger than 10 GB
• Files that are smaller than 256 x 256 pixels

If your file is too large, you can:

• Reduce size of photo/video
• Delete photo/video
• Move photo/video to a non-syncing folder

If your file is too small, you can:

• Delete photo/video
• Move photo/video to a non-syncing folder

Can’t locate folder

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

1. On your computer, open Drive for desktop.
2. On the notification, click Locate.
3. Select your renamed version click Open.
4. Google Drive will reconnect.

If you renamed your Google Drive folder

1. On your computer, open Drive for desktop.
2. On the notification, click Locate.
3. Select your renamed version click Open.
4. Google Drive will reconnect.

If you deleted the folder you are mirroring your My Drive to

1. On your computer, open Drive for desktop.
2. On the notification, click Stop syncing this directory.

If you don’t want to sync that folder anymore

1. On your computer, open Drive for desktop.
2. Go to Preferences select the folder and untick Drive and/or Photos.

After you locate your missing folder, it will take some time for Drive for desktop to complete.

Can’t locate files in the cloud

Changes can’t be synced because the file has been deleted or moved to the bin in Drive web.

To sync changes, restore the item from Drive bin. If the item isn’t in the bin, you can remove it from the syncing folder and add it back. If you don’t want to sync changes and want to resolve the error, delete the file from your computer.

Can’t locate files on your computer

Changes can’t be synced because the file may have been deleted or moved to the recycle bin on your computer.

To sync changes, restore the item from your computer’s recycle bin.

Files exceed bandwidth, upload or download limits

Some files can only be downloaded a certain number of times. Google Photos also has a limit on how many files can be uploaded in a day.

In these cases, Drive for desktop will retry automatically, which will likely sync the file.

Can't upload Google files

The Google file you’re trying to upload may be invalid. To resolve the error, delete the invalid .gdoc file on your computer.

Fix a corrupted directory on Mac

Important: You need to be an administrator for your computer and enter your computer password to complete these steps.

If you use Drive for desktop on MacOS Mojave or High Sierra, permissions required to sync Drive files can get corrupted.

To resolve this issue:

1. On your computer, click Finder Applications.
2. Open the Utilities folder.
3. Click Terminal.
4. Enter sudo kextcache -clear
5. Press Return.
6. Enter sudo mv /private/var/db/KernelExtensionManagement /private/var/db/KernelExtensionManagementBackup
7. Press Return.
8. Enter sudo kextutil -l /Library/Google/DriveFS/dfsfuse.kext
9. Press Return.
10. Launch Drive for desktop.

Can't load account

Some reasons your account won't load include:

• You aren’t connected to the Internet.
• You don’t have any available drive letters (Windows only).
• Your proxy settings don't allow Drive for desktop to run.
• Your admin doesn’t allow Drive for desktop for your organisation or on your device.

To load your account:

• Make sure that you're connected to the Internet.
• Free up a drive letter and restart the application (Windows only).
• Disconnect and reconnect your account.
• Contact your administrator.

Send feedback

1. On your computer, open Drive for desktop.
2. Click SettingsSend feedback.
3. Type your feedback.
4. To give us insight into what is wrong, clickInclude diagnostic logs.
5. Click Submit.

Send an error report to Google

Step 1: Get a Report ID for Google Drive

1. On your computer, click Drive for desktop.
   • Mac: Drive for desktop is found in the menu bar at the top right of your desktop screen.
   • Windows: Drive for desktop is found in the taskbar at the bottom right of your desktop screen.
2. While holding down the Shift key, click More .
3. Click Enable diagnostic mode.
4. Click Start logging.
5. Reproduce the problem that 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’ve finished, 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: Don't 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.