The “Absent in cloud” message usually means Sync is trying to upload a file to the cloud, but can’t read the most recent copy from your computer. Most often, this happens when the file is open or locked by another app or background process (for example: Microsoft Office apps, Photoshop, backup tools, antivirus scanning, or another sync service).
How to fix this:
1. Update Sync to the latest version
Ensure the Sync desktop app is up to date before trying again. For step-by-step instructions, see Updating the Sync desktop app to the latest version
2. Close any applications that may be using the file
The “Absent in cloud” error often clears as soon as the file is no longer in use.
Close the file and any apps that might be accessing it (Office apps, preview windows, editors, media players, etc.).
If unsure what’s using the file, restart your computer to release file locks.
3. Re-try the Copy to Sync Vault action
Once the file is no longer in use:
Re-run Copy to Sync Vault for the same items.
Wait a few minutes and check whether the status clears.
Still having trouble? Contact support.
If the issue persists after following these steps, please contact our support team with details about what took place when the error occurred so this can be investigated further.