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User folder shows file count, but opens to no files inside.

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Shane Hardesty

We are having an issue where a user's transferred content folder show up and have a number of files contained showing in the UI, but upon clicking through them, have no files inside. 

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  • Diana Peters
    • Edited

    You're encountering a situation where the folder appears in the UI, shows file counts, 

    but when you click into it, the folder appears empty. This can happen for several reasons, often related to system state, permissions, or a syncing issue. Here are a few steps you can take to troubleshoot and resolve the issue: Official Site

    1. Check Folder Permissions

    • File Access: Ensure the user has the correct permissions to view the files inside the folder. Sometimes the UI may display a folder and show a file count, but if the user doesn’t have the right permissions (read access), the files may not be shown when the folder is opened.
    • Ownership/Group Access: Verify that the file ownership and group settings are correct, especially if the files were transferred from another user or system.

    2. Folder Syncing or Indexing Issue

    • Indexing Problem: The UI might be showing outdated or cached data. If the files were recently transferred, the indexing process might not have completed or the UI may not have updated. Try refreshing or reindexing the folder.
    • System Cache: Clear any caches related to folder/file indexing in the system. If it's a cloud-based system, you may want to trigger a full resync or refresh.

    3. Corrupted Metadata

    • The file metadata might be corrupt or incomplete, especially if this is a result of a transfer. Try verifying the integrity of the transferred files.
    • If possible, examine the file system or logs to see if there were errors during the transfer that may have caused metadata to be incorrectly written.

    4. UI Display Bug

    • Client-Side Issue: It’s also possible that the UI itself is showing incorrect information. Try accessing the folder on another machine or clearing the browser cache (if it's a web interface).
    • Server-Side Logs: Check the server logs to see if any errors are being thrown when accessing the folder. This might give you insight into issues with how the folder is being rendered or retrieved.

    5. Check File Types and Hidden Files

    • Hidden Files: If the files are hidden (e.g., due to naming conventions, file attributes, or specific OS settings), they may not be visible even though they are physically present in the folder. Check for hidden files or settings that may be affecting visibility.
    • File Type Issues: Some systems or applications may have specific requirements for file types to be rendered correctly in the UI. Ensure the files themselves are in a supported format.

    6. Transfer or Migration Issues

    • If the content was transferred from another system, verify that the transfer process completed successfully and that the file data wasn't corrupted or truncated. It’s possible that the file system metadata was updated but the actual file contents didn’t make it into the new system.
    • Check Logs: Look at any logs related to the file transfer process. There might be an indication of issues during the transfer.

    7. Database or Backend Sync

    • If the UI relies on a backend database to track file structure, the database might have an out-of-sync state. Ensure the database that tracks file metadata is updated and properly synced with the actual file system.

    8. User-Specific Issue

    • It’s also worth verifying if the issue is specific to this particular user or if it occurs with all users trying to access the folder. If it's only happening for one user, there might be a profile-specific issue that can be reset or fixed.

    Next Steps:

    • Testing: Try to access the folder using different accounts or machines to isolate whether the issue is user-specific or system-wide.
    • Logs & Diagnostics: Check both the application logs and the system logs for any signs of errors during the transfer or when opening the folder.
    • Re-indexing/Refreshing: If possible, force a re-indexing or refresh of the folder content to ensure the UI is displaying up-to-date information.
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  • Shane Hardesty

    Unfortunately, these steps did not remedy the situation with our cloud environment. 

    I attempted to sync, but it didn't do anything. 

    I can see the amount of entries in the folder, pulsing, like they're trying to load but just never do. 

    Is it possible to get this issue escalated? These files are needed ASAP and are restricting us from important organizational objectives. 

    Thank you! 

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