If ShareSync client cannot be started, try the following steps:

Win

No access to My ShareSync folder

The problem is usually caused by the application losing access to My ShareSync folder. If you analyze Diagnostic logs, you will see the following entries:

INFO | 979276CC | 5 | ApplicationService | Sync folder: 'E:\My ShareSync'.
...
FATAL | 05D9C683 | 5 | TrayApplication | Cannot start application | Access is denied.

  • If My ShareSync folder exists, change Windows file system permission for it, explicitly granting full access to the current Windows user
    Check permissions
  • If the folder doesn't exists, reset the client app by deleting %appdata%\%ShareSync folder and logging in again

Metadata corruption

Starting from ShareSync application version 2.35 Self-Healing feature was introduced. ShareSync will always perform quick set of diagnostic checks on Desktop App start. If any issues with databases are detected ShareSync Desktop App will be restarted automatically and full set of diagnostic checks will be performed. Desktop App will try to recover automatically in this case.

If the errors in the log files are:

TrayApplication | Cannot start application | Cannot start service 'ItemManager'. | Sync.Desktop.Core.Common.SyncException: Cannot start service 'ItemManager'. ---> System.ArgumentException: An item with the same key has already been added.

It indicates metadata corruption and can be fixed by resetting the desktop client. Instructions are provided below and vary depending on client version:

• ShareSync application version 2.24 and higher:

  1. Close ShareSync (make sure there are no ShareSync related processes in Windows Task Manager)
  2. Rename or delete %appdata%\ShareSync\Users\...\items.db file 
  3. Start ShareSync

Note: Folder Selection settings will be removed.

• ShareSync application version lower than 2.24:

Option 1

Option 1 is quicker to implement, but all shares will be duplicated and re-downloaded from the server:

  1. Close ShareSync (make sure there are no ShareSync related processes in Windows Task Manager)
  2. Rename %appdata%\ShareSync\Users\...\items.db file to items2.db
  3. Start ShareSync

All shared folders in My ShareSync will be renamed to shared_folder_name (2) and uploaded to the server as user’s own files. Shared content will be re-downloaded from the server, so the user will have duplicated shares. The duplicate shared_folder_name (2) folders can be later deleted if the files in them haven't been changed since the problem occurred.

Option 2

Option 2 requires more manual actions, but shares would not be duplicated or re-downloaded

  1. Close ShareSync (make sure there are no ShareSync related processes in Windows Task Manager)
  2. Rename %appdata%\ShareSync\Users\...\items.db to items2.db
  3. Move all shared folders outside of My ShareSync folder. (for example, to Desktop)
  4. Start ShareSync and wait for it to create shared folders (this may take several minutes)
  5. Move content of the shared folder from Desktop back to the corresponding share in the My ShareSync
    Important: do NOT move the hidden .shared file

After that, ShareSync will check the files in shares, and if they match the server version, they will not be re-downloaded. This check can take a long time (several hours).

Redirected folder

At some point, you may run into a problem when one of your default User folders synchronized to ShareSync suddenly disappears. Consequently, ShareSync stops working. The reason why it happens is that the folder has been redirected to an external drive. When the external drive gets disconnected, the folder disappears. 

The errors in the log files will be the following:

FATAL | | 1 | Bootstrapper | Fatal exception | Resolution of the dependency failed, type = "Sync.Desktop.Windows.Tray.TrayApplication", name = "(none)".
Exception occurred while: Calling constructor
Exception is: SyncException - Cannot resolve path to Documents folder.

In order to fix the issue and recover missing folders, read the Microsoft TechNet article for further instructions.

Mac

Application cannot be started after installation

If Mac OS refuses to start application because it was not downloaded from app store:

Cannot open application

change the settings to allow running any applications. To do that, navigate to Apple menu > System Preferences… > Security & Privacy > General > Allow applications downloaded from and select Anywhere.

Allow apps

If Mac OS shows the following errors: (null) cannot be started or application damaged, make sure that you are running Mac OS 10.7 or newer. ShareSync app does not work on earlier Mac OS versions.

Mono framework issue

The logs contain the following error:

Data protection failed. | System.Security.Cryptography.CryptographicException: Data protection failed. ---> System.Security.Cryptography.CryptographicException: Improperly protected user's key pairs

The issue is caused by a bug in the Mono framework. Run the followng command from the Terminal:

chmod 700 ~/.config/.mono/keypairs

Metadata corruption

Starting from ShareSync application version 2.35 Self-Healing feature was introduced. ShareSync will always perform quick set of diagnostic checks on Desktop App start. If any issues with databases are detected ShareSync Desktop App will be restarted automatically and full set of diagnostic checks will be performed. Desktop App will try to recover automatically in this case.

If the logs contain the following error:

TrayApplication | Cannot start application | Cannot start service 'ItemManager'. | Sync.Desktop.Core.Common.SyncException: Cannot start service 'ItemManager'. ---> System.ArgumentException: An item with the same key has already been added.

It indicates metadata corruption and can be fixed by resetting the desktop client. Instructions are provided below and vary depending on client version:

• ShareSync application version 2.24 and higher:

  1. Close ShareSync 
  2. Rename or delete ~/Library/Application Support/ShareSync/Users/.../items.db file 
  3. Start ShareSync

Note: Folder Selection settings will be removed.

• ShareSync application version lower than 2.24:

Option 1

Option 1 is quicker to implement, but all shares will be duplicated and re-downloaded from the server:

  1. Close ShareSync 
  2. Rename ~/Library/Application Support/ShareSync/Users/.items.db file to items2.db
  3. Start ShareSync

All shared folders in My ShareSync will be renamed to shared_folder_name (2) and uploaded to the server as user’s own files. Shared content will be re-downloaded from the server, so the user will have duplicated shares. The duplicate shared_folder_name (2) folders can be later deleted if the files in them haven't been changed since the problem occurred.

Option 2

Option 2 requires more manual actions, but shares would not be duplicated or re-downloaded

  1. Close ShareSync
  2. Rename ~/Library/Application Support/ShareSync/Users/.items.db to items2.db
  3. Move all shared folders outside of My ShareSync folder. (for example, to Desktop)
  4. Start ShareSync and wait for it to create shared folders (this may take several minutes)
  5. Move content of the shared folder from Desktop back to the corresponding share in the My ShareSync
    Important: do NOT move the hidden .shared file

After that, ShareSync will check the files in shares, and if they match the server version, they will not be re-downloaded. This checking can take a long time (several hours).