Troubleshooting
If you are having problems with S3 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
- Navigate to the Settings tab.
- Enable Write Log to a File and specify a local file.
- Increase the Log Mode.
- Click the Save Changes button.
- Reproduce the issue.
- 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 S3 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.
Does regularly clearing the cache improve upload and download speeds?
The S3 Drive cache does not behave like the cache in a web browser, and "clearing the cache" is not something that will help with transfer speeds. S3 Drive manages the cache for you, so you should never need to perform maintenance on the cache to keep it working efficiently. Slow transfer rates could stem from environmental factors outside of S3 Drive. See Caching Information for more details.
S3 connection failed: Connection failed: No connection could be made because the target machine actively refused it.
A connection refused error indicates a TCP-reset flag was received when the connection was initiated. This can mean no process is listening on the specified port, the port is being blocked by a firewall, or the IP address is incorrect.
S3 connection failed: Timeout.
A timeout error is thrown when the remote host does not respond after the specified amount of time in the Settings tab. It could indicate a firewall, antivirus, or proxy is dropping the connection.
S3 connection failed: Could not bind to LocalAddress.
A bind error indicates the application was not able to bind to the default networking interface. This can happen if the machine has multiple networking interfaces. To resolve the issue, set the LocalHost value of the Advanced Settings to the IP address of your default network interface.