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Troubleshooting SmartSync

Click the applicable heading for SmartSync troubleshooting information.

Slow performance

There are several factors that can affect synchronization performance. Most synchronized data consists of relatively small pieces of information. If the changes to synchronize are miniscule, the entire file must still synchronize to determine what the change was. This is true for all external documents (Word, Excel, scanned images, etc.) and CaseView documents.

If several documents have been added to the file while offline, the initial synchronization can run very slowly. Because of this it is best, if possible, to let a synchronization that is still showing progress reach completion. If subsequent synchronizations between the same two files are also slow, that is an indication of a larger problem.

If slow performance persists beyond the transfer of a large amount of sync information, Working Papers may be reading and writing a significant amount of information to the data store. On slow connections, it is suggested that clients disable file tracking under Tools | Options | Data Store. It may also be necessary to force Working Papers to use the personal data store. Working Papers does this automatically when the data store is unavailable, but a connection from the field to the main office will reestablish the link to the data store and could potentially slow down the synchronization process.

Cannot connect to the parent file

Users will often create sync copies from File | Open by selecting the option to Open as a Synchronized Copy. Occasionally, the file is created, but cannot communicate with the parent and will display a warning that the parent is offline or unavailable. This issue is typically permissions based.

Typically the user creating the sync copy only requires Read access to the parent file; however, without Write access, communicate is blocked between log files which results in this error. Confirm that permissions for both the share connection where you are accessing the parent and the parent folder have been set correctly to Read/Write.

Cannot open the parent file

If you cannot open the parent file but your sync copies are still synchronizing correctly, then there are two potential causes for the error.

  • You may need to remove the .cdx files for your parent file.
  • There may be a corrupt file in the parent file's _Sync folder.

We strongly suggest you contact technical support and back up the file before attempting either of these resolutions.

Unknown object in the Synchronization Conflicts dialog

In the Synchronization Conflicts dialog, an entry may display with the label Unknown object. This conflict is caused by an invalid entry in the Adjusting Entries database which may also display in the Adjusting Entries browse.

To resolve this issue, we suggest that you contact technical support.

Sync copy looks like a parent file

If a connection failure or similar disruption occurs during the initial creation process for the synchronized child, the sync copy may be created without the hierarchical information necessary to establish it as a copy. Instead, it behaves as a parent file, showing nothing in the Synchronization Status menu.

You will need to delete this sync copy by clicking SmartSync | Delete Copy. A new sync copy should be created after it has been confirmed that the connection to the machine hosting the parent file is stable.

File going online and offline repeatedly

If a SmartSync file is going online and offline repeatedly during a session, you may have a faulty or intermittent network connection. This issue is most commonly seen by accountants working in the field with an unreliable network connection.

File locked by anti-virus software

Some anti-virus software may conflict with Working Papers and SmartSync functionality by locking required files as they are scanned. We suggest excluding the sync files from being scanned by anti-virus software on all workstations and servers running and hosting SmartSync files.

Additionally, you may want to add exclusions for any Caseware related file extensions and executables to your anti-virus.