Frequently Asked Question
Why can I see Synology Drive files but not open them when I am offline?
A file name in Explorer or Finder can be an online-only placeholder. Download and pin the files you need while the NAS is reachable, then test them without the network.
Applies to: Synology Drive Client on supported Windows or macOS systems with On-demand Sync. This concerns offline file contents, rather than files excluded from a sync task.
Before you start: Keep unsynchronised local work safe before changing a task. Do not delete and recreate the task as the first fix, especially on macOS Drive Client 4.0.x, where removing a task can remove its local sync folder.
Check and resolve
- While connected to the NAS, open the exact sync folder from Drive Client. Check the status of an affected file, rather than relying on the containing folder's name or its displayed file size.
- Select a small test file. Right-click it and use the Synology Drive option to pin a local copy permanently. Leave the client running until the download finishes and any error clears.
Synology’s Windows File Explorer example shows Synology Drive > Pin local copy permanently for files needed offline. - Open the downloaded file and check its contents. Then pin the working folders you need for travel, allowing enough local drive capacity and time for the complete download.
- Disconnect the computer from the network and open several representative files, including a large file. A folder-level icon alone is not sufficient proof that every file can be used offline.
- If the download never completes, reconnect and review Drive Client's log for that file. Check free local space and whether the NAS and your account can still open it. Record the client/OS versions and the exact error.
- Use Free up space only when you intentionally want a local copy returned to online-only status. Deleting a synced file is a different action and can propagate to the NAS.
Check the result
The chosen files open with the computer offline. After reconnecting, a small test edit synchronises successfully and the file remains pinned.
Need help?
Submit Ticket if a pinned file remains unavailable offline. Include its status icons, the download error and OS/client versions; do not send confidential file contents.
Updated 260813