Troubleshooting

If you are having problems with AES Drive, our support team is here to help. Visit https://www.nsoftware.com/support/submit.aspx to submit a ticket. Please be as detailed as possible about your issue. It is also helpful if you generate and send a log file to support@nsoftware.com.

How to Generate a Log File

  1. Navigate to the Settings tab.
  2. Enable Write Log to a File and specify a local file.
  3. Increase the Log Mode.
  4. Click the Save Changes button.
  5. Reproduce the issue.
  6. Click the Stop button.

Note that the length of time it takes for any operation is increased when Debug logging is enabled. The amount of data logged with this option enabled is substantial. We recommend enabling these settings for debugging purposes only.

Common Issues

Below you will find a list of common issues reported by our customers that you may find useful in troubleshooting a problem.

Copying certain files causes a prompt specifying "The file XXX has properties that can't be copied to the new location"

The virtual drive created by AES Drive is of type exFAT. Certain NTFS specific functionality such as alternate data streams are not currently supported and may result in the warning above. Choosing to proceed with the operation when prompted by Windows is safe and does not affect the file content.

Copyright (c) 2022 /n software inc. - All rights reserved.
AES Drive 2020 - Version 20.0 [Build 8318]