Google Drive Known Issues

Google Drive on the web

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"No Connection Detected" message

Some Chrome users are seeing a "No Connected Detected" message at the top of drive.google.com and are not able to open their Google Docs. The issue is caused by a Chrome extension from Norton Antivirus. To continue using Drive if you have Norton installed, follow these steps:

  1. Click the "Chrome" menu, then select "About Google Chrome."
  2. Select "Extensions" from the left sidebar.
  3. Disable the "Norton Identity Protection" extension.
  4. Clear your extension data by clicking the wrench icon in Chrome, hovering over "Tools," and selecting "Clear Browsing Data..." Select the box labeled "Delete cookies and other site and plug-in data," and click the "Clear browsing data" button.
  5. Enter "chrome:settings/cookies" in Chrome's omnibox (address bar).
  6. Enter "docs.google.com" in the search field at the top right.
  7. Click the "Remove all" button.
  8. Restart Chrome.
  9. Try using Drive again.
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Users getting a "not enough storage" error

We're investigating an issue where some users are unable to upload to Google Drive due to a discrepancy in storage usage. You may be temporarily unable to upload content while we research this further. We will update this post once we know more.
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Public folder links not working for users who aren't signed in

We've received reports from users who are not signed into their Google Drive account and who see an error message when trying to access public folders (i.e., those marked as "anyone who has the link" can view). We are aware of the issue and are working on a fix. The best workaround, in the meantime, is to use a slightly different URL to access the folder. First, find the folder ID of the folder you want to access. (In the URL you have for the folder, it's the string of numbers following id= and preceding the & sign.) Then, type the following URL into your browser: https://docs.google.com/folder/d/[insert folder ID]/edit, where "folder ID" is replaced by your folder's actual ID.
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Shared folder view is limited to 500 items

Users who have been granted access to a shared folder with a large number of items inside have reported being able to see only the first 500 items in the folder. We’re looking into the issue. For now, consider dividing items between folders, so that no folder contains more than 500 items, before sharing.

Google Drive for your Mac/PC

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Google Drive fails to install on Windows if Microsoft Visual C++ Redistributable Package isn’t installed.

If you encounter one of the following error messages when you install Google Drive on Windows, first download the Microsoft Visual C++ 2008 Redistributable Package and then finish installing Google Drive for desktop.

Windows error messages

  • The application has failed to start because its side-by-side configuration is incorrect. Please see the application log for more detail.
  • Module C:\Program Files\Google\Drive\googledrivesync32.dll failed to register. HRESULT -2147010895. Contact your support personnel.
Step-by-step instructions
  1. Download and open the Microsoft Visual C++ 2008 SP1 Redistributable Package.
  2. Install the package.
  3. Open the Google Drive for your PC installation file that you downloaded.
  4. Complete the Google Drive for your PC installation and setup process.
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Sync status icons missing on Mac

After you install Google Drive for your Mac, you should see sync status icons next to file names in the Google Drive folder on your computer. If you don’t see these icons, try restarting the application.

  1. Open the Google Drive menu from the toolbar at the top of your screen.
  2. Select "Quit."
  3. Restart Google Drive by opening it from your Applications folder.
  4. Enter your Mac username and password (not your Google Account information).
  5. The sync status icons should now appear in your Google Drive folder.
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Google Drive for Mac users see "PRIMARY KEY" error

Some users of Google Drive for Mac see a "PRIMARY KEY" error when uploading or downloading files. We're currently investigating a fix.

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Users see "Google Drive Needs to Quit: Error" when syncing large number of files

Some users are experiencing an error that reads "Google Drive Needs to Quit" when a large number of files are being synced to Google Drive for the first time. Such a sync uses a large amount of memory, which leads to an error.

We're working hard to fix this issue. In the meantime, if you receive this error, try adjusting your sync preferences so that you upload folders in smaller batches.

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Users see 'Unable to connect'

Some users are seeing an "Unable to connect" message. If you're seeing this message and have a firewall or a proxy, ensure that the necessary ports and domains are allowed.

For those of you who are experiencing this issue and are a Google Apps customer, please ask your domain administer to enable Chat.

You can do this by going to https://www.google.com/a/cpanel//SelectServices and clicking on the Add it now button under Chat.

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Users who pause syncing see an "unsyncable files" error

Users syncing their files with Google Drive for Mac or PC may see an "unsyncable files" error if they pause the sync. If you see this error, resuming the sync will resolve the issue.
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Right-click not working on Google Drive files and folders in Finder's column view on Mac OS X

We've received reports from users unable to right-click files and folders in Finder's column view on Mac OS X. The team is aware of the issue and working on a fix. In the meantime, please try the following workaround:

  1. Head to the Google Drive menu in the menu bar and select Preferences.
  2. Uncheck "Show file sync status."
  3. Click "Apply Changes."
  4. If needed, reboot your computer
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Users unable to sync when seeing "Scanning the web" message

Some users are reporting that the Google Drive desktop sync process is currently unsuccessful, and the process specifically seems to get stuck when the message "Scanning the web" appears. Google is aware of the issue and is working to address it as quickly as possible. 

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Users see "An unknown issue occurred and Google Drive needs to quit. Error: database disk image is malformed"

Users are currently seeing an error while attempting to sync that reads "An unknown issue occurred and Google Drive needs to quit. Error: database disk image is malformed".

We are working hard to fix the issue and here is a workaround in the meantime.

For Macs:

  1. Select "Quit Google Drive" from the sync client menu.
  2. In Finder select "Go" --> "Go to Folder...".
  3. Enter this, exactly: ~/Library/Application Support/Google/Drive
  4. Open the folder titled "cloud_graph".
  5. Delete the file titled "dict_2.db".
  6. Restart the desktop sync client.

For PCs:

  1. Select "Quit Google Drive" from the sync client menu.
  2. Select "Choose File", and navigate to: %UserProfile%\AppData\Local\Google\Drive
  3. Open the folder titled "cloud_graph".
  4. Delete the file titled "dict_2.db".
  5. Restart the desktop sync client.

Mobile or Offline Google Drive

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"Error creating document" in Google Drive app for iPhone and iPad

You may receive this error when trying to create a new Google document from within the app. This happens when the "My Drive" section of your app (and Drive on the web) is completely empty. If you add an item to My Drive on the web, you will no longer have this issue on your iOS Drive app.

We're currently working on a solution to address this problem, and we appreciate your patience.

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Drive for Android users seeing blank screen

Some Drive for Android users who are using a test build of the Android operating system are occasionally seeing a blank screen. The screen has the Drive logo and the word "Drive" at the top, but contains nothing else.

This issue is attributable to the Android test builds being used. We recommend that Drive for Android users not use an Android test build.

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New or updated files do not sync to the Google Drive app on iOS

Users sometimes report that the Google Drive app on iOS gets stuck in the syncing process, or that new or updated files fail to sync to their mobile devices. Google is aware of this issue and is working on a fix.

In the meantime, disconnect and reconnect your account in the Google Drive app to restart the syncing process. Follow the steps below:

  1. Click on the three horizontal bars in the upper left corner.
  2. Click on the gear icon.
  3. Click on your account at the top of the screen.
  4. Click Manage.
  5. Click Remove.
  6. After confirming, click on Add another account, and reenter your username and password. This will reconnect your account and initiate a fresh sync.

Please note: Adding or removing your Google account in the Google Drive app will also add/remove your account from other Google apps on the device. We recommend disconnecting and reconnecting your account as quickly as possible while still in the app.

Google Docs

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"Error creating document" in Google Drive app for iPhone and iPad

You may receive this error when trying to create a new Google document from within the app. This happens when the "My Drive" section of your app (and Drive on the web) is completely empty. If you add an item to My Drive on the web, you will no longer have this issue on your iOS Drive app.

We're currently working on a solution to address this problem, and we appreciate your patience.

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Images with dimensions greater than 3500 x 2500 pixels cannot be uploaded

We're aware of this issue. In the meantime, one workaround is to resize images before you upload them.
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Equation symbols render incorrectly when a document is printed in Chrome

Some equation symbols display correctly in the web view of a document, but often render incorrectly when printing the document from Chrome.

While we work to resolve this issue, try printing your document from another browser. We apologize for the inconvenience and appreciate your patience.

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Keyboard does not automatically appear in Windows 8

Users accessing Google documents from a Windows 8 touchscreen laptop or tablet may find that the on-screen keyboard does not automatically appear when they are in a document and ready to type text. A known workaround is to swipe from the right side of the screen while within a document to reveal the Charm sidebar. Then, hit the "Settings" key and click the "Language/Keyboard" option to set the keyboard to visible.
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Print to PDF not working in Docs

Some users are reporting that they are unable to print their documents to PDF. Users are seeing that either a) nothing happens when they try to print, or b) the PDF that prints does not contain the content of the document.

The team is aware of the issue and working on a fix. In the meanwhile, please try one of the following suggested workarounds:

  1. For Chrome users, please use File > Print and save as PDF. You can then print the PDF.
  2. For users on other browsers, you can download a .docx file. You can then convert that file to a PDF when uploading it back to Drive, and download it to print.

Google Sheets

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Sparkline function doesn't display when printing, downloading to PDF or embedding a spreadsheet.

After you've inserted a sparkline function in a spreadsheet, you won't be able to see sparklines when you download your spreadsheet to PDF or when you print it. Sparkline functions are also not visible in embedded spreadsheets.

To print your spreadsheet with sparkline functions included, try taking a screenshot of the sparkline(s) and insert them into your spreadsheet as an image. We apologize for the inconvenience and appreciate your patience.

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Signed-in users have "View only" access to their spreadsheet

Some users who click from their Drive into a spreadsheet find that they are no longer logged in and thus see the spreadsheet in "View only" mode. We are currently investigating the issue and working on a fix. In the meantime, users can click "Sign in" in the upper right corner of the browser window to sign in and regain editing access.
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Comment indicators show up in cells without comments

We've received reports of users seeing comment indicators on cells in which no comments exist, as well as comment indicators in the incorrect cell after a sheet is resorted, duplicated, or amended by copy/paste.

Our team is aware of the issue and working on a fix. As a workaround, if you notice out-of-place comment indicators, simply refresh the spreadsheet. All comment indicators should appear in the correct cells again.

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Chrome extensions causes grayed out spreadsheets or "Reconnecting" message for users in Google Sheets

JoinTabs extension

We're investigating reports from users who are constantly seeing a "Reconnecting" message in the old version of Google Sheets. Many users have found that disabling the JoinTabs extension resolves this issue. We encourage you to try this workaround as we investigate further.

Screen capture extension

We're investigating reports from users who are seeing a grayed out spreadsheet in the new version of Google Sheets. Many users have found that disabling the Screen Capture extension resolves this issue. We encourage you to try this workaround as we investigate further.

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"Sorry, this version of Google Drive is too old to open this document"

You may be seeing this error when opening a spreadsheet in the Google Drive app that contains sheet or range protection, custom functions, or other new features.

The team is aware of the issue. In the meantime, if you're not able to open spreadsheets created in the new version of Sheets, visit Google Drive on the web to view and edit your spreadsheet.

Google Forms

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Form responses not showing up in spreadsheet

We're investigating reports that some form responses are not showing up in the form owner's response spreadsheet. Rest assured that your responses are always saved in the form itself, and should appear in your spreadsheet within an hour or two. To retrieve your responses sooner, please try one of the following workarounds:

  1. Unlink your form from the response spreadsheet, and relink it to a new spreadsheet. Check out further instructions on choosing a response destination.
  2. If the form responses do not appear in the new destination, head to the form itself, click on the File menu, hover over "Download," and select CSV. Check out further instructions for managing form responses.