This is a troubleshooting article related to the Copy to Vault Sync desktop app feature. For more information on how to use Vault, click here.
The Copy to Vault desktop app feature allows you to upload files and folders on your computer directly to Vault from Windows File Explorer and Mac Finder. The option is typically available when you right-click a file or folder on your computer:
However, there are instances when this feature may not be available. Follow these steps to determine why and how to resolve.
Check the location of your files:
The Copy to Vault feature is designed for files and folders outside of your Sync folder. If you're right-clicking items inside the Sync folder, the option won’t appear.
To move files from your Sync folder to Vault, sign into the web panel and copy or move them directly.
Check for third-party application interference:
Other desktop syncing applications, such as Dropbox, OneDrive, or iCloud, may conflict with Sync and cause certain features to stop working properly.
To rule this out, try quitting these applications temporarily, and restarting Sync while they remain closed to see if the issue is resolved.
Ensure that your status icons are enabled:
If the Copy to Vault menu option isn't appearing, it could be due to a problem with the status icons. These icons help indicate file sync status and enable certain right-click menu options.
If you don’t see the overlay icons, follow these steps to re-enable them.
Troubleshooting issues on macOS:
Verify what version of the Sync desktop application you're running:
If you're using the Sync CloudFiles desktop app for Mac version 5.0.x, the Copy to Vault feature is no longer supported in Mac Finder. To use this feature, either upload files directly through the web panel or install the older 2.2.x version of the app, which still includes Copy to Vault support.
For detailed instructions on how to check which version of the Sync desktop app you're using, see: How do I check what version of the Sync Desktop app I am running?
Check your macOS extensions:
(Note: these steps only apply if you are running the 2.2.x series desktop app for Mac.)
- Click the Apple () icon in the Menu bar.
- Select System Settings > General > Login Items & Extensions.
- Click the info (ⓘ) icon next to File Providers.
- Disable, then re-enable the Sync extension.
For more detailed instructions, refer to this article.