Frequently Asked Question
Why does Synology Drive say up to date when some files are missing?
ACE SUPPORT · SYNOLOGY
A task status does not prove that every file in a folder is eligible for sync. Selective folders, filters, permissions, open files and unsupported names can exclude individual items. Compare a small sample before recreating the task or changing large numbers of files.
Applies to
Synology Drive Client with Drive Server on DSM. Client platforms and file-name limits differ. Drive Client, ShareSync and Cloud Sync are separate products and need the correct guide.
Before you begin
Two-way sync can propagate deletions and changes. Keep a separate backup before moving files or changing rules. Do not disable security software broadly as a test.
Work through these checks
- Identify the exact application, task direction, source folder and destination. Compare one missing file with one that synced successfully. Record the real path, extension and size privately, and retain a separate copy of any unsynced work.
- Open the affected task's Sync Rules. Review Folder-Based Selective Sync and File Filter, including file-size limits. Ask the administrator whether a User Sync Profile also excludes the item. A user-level change cannot override a server-side policy.
- Check permissions on both ends using the account assigned to the task. The user must have the access required for that direction. Do not grant Everyone full control or alter unrelated shared-folder permissions to make one task work.
- Close the application using the affected file and allow it to save completely. Synology advises against syncing constantly open databases, virtual disks and similar files through Drive. Use an application-aware backup method for those workloads.
- Review the client log for the precise reason, including unsupported file names, attributes or paths. Correct only a backed-up sample where the diagnosis is clear. Do not mass-rename a library, delete placeholders or reset the sync database before collecting evidence.
Confirm the result
Create a small test file in an included folder and confirm it arrives, opens and matches the expected contents. Then check the previously affected sample and the task log. A green status without file comparison is insufficient.
When to contact us
If files remain missing, export the Drive diagnostic log through the client's troubleshooting menu and collect the relevant DSM Drive logs. Send them privately with versions and a short list of affected paths to our Support Specialist.
Updated 260813