Common Error Solutions

Error: Item with the same name already exists.

Solution: Google Drive supports files with same name, yet if you transfer these files with same name to a cloud drive that does not support files with same name, you’ll receive errors. It is suggested to transfer these files separately to different cloud drives or rename them and try again.

Error: The file doesn't have any content stored on Drive.

Solution: Google Drive officially does not support downloading file types of Google Forms, Google Drawings and Google Maps currently. Please check failed files to see if there is Google Forms, Google Drawings or Google Maps included.

Error: SocketException : Connection reset.

Solution: It may be caused by a Server network problem. Please retry with following steps: *If you’re using Copy or Copy to function, please click Detailed inside the "Progress" message box in the lower right corner of this page, then choose Unfinished > click to view > click Retry; *If you’re using Transfer function, please click Menu of this task, then click View Logs > click to view > click Retry.

Error: The remaining space is insufficient.

Solution: When you save pictures or photos to Google Drive, they generally are saved to Google Pictures folder not in the storage you can see in Google Drive. Google Pictures storage is unlimited photo space which is not counted to the total capacity you can see in Google Drive. MultCloud can’t recognize Google Pictures storage currently. So when you transfer pictures or photos to Google Drive via MultCloud, it actually consumes the space you can see directly in Google Drive. So, please right click the Google Drive in MultCloud and then open "Properties" to check if there is enough free space to save the pictures you want to transfer.

Error: 403 Forbidden, User rate limit exceeded.

Solution: The transfer rate may exceed the limit of cloud drive’s API. Please retry with following steps: *If you’re using Copy or Copy to function, please click Detailed inside the "Progress" message box in the lower right corner of this page, then choose Unfinished > click to view > click Retry; *If you’re using Transfer function, please click Menu of this task, then click View Logs > click to view > click Retry.

Error: 403 Forbidden, The user has exceeded their Drive storage quota.

Solution: Please check items below: *What you need to do is that check if there is enough free space to save the data you want to transfer. Please right click the target cloud in MultCloud and then open "Properties" to check the space. In addition, you also can check if the cloud space showed by MultCloud is consistent with the space showed in that cloud official website. *You can delete some files to release enough space or buy more space.

Error: 400 Bad Request(The file 'filename' is on the ignored file list, so it was not saved).

Solution: Please check if there is same name file in the target path. If yes, please rename the source file and try again. * If you’re using Copy or Copy to function, please try following steps: 1. Click Detailed inside the "Progress" message box in the lower right corner of the page, then choose Unfinished > Click to View. Open Error Files window and click file path to jump to the file location. And then right-click that file and select "Rename" to rename the file; 2. Right-click the file, select Copy to > Select a target location > click Transfer. * If you’re using Transfer function, please try following steps: 1. On the task, go Menu > View Logs > click to view. Open Error Files window and click file path to jump to the file location. Next, right-click the file and select Rename to rename it; 2. Right-click the file, select Copy to > Select a target location > click Transfer.

Error: 400 Bad Request(The file /~$XXX is on the ignored file list, so it was not saved).

Solution: Dropbox file names and folder names do not support characters that contain "~" and "$". Please try following methods to fix: *If you’re using Copy or Copy to feature, please follow the steps below: 1. Please click Detailed inside the "Progress" message box in the lower right corner of this page. Then choose Unfinished > click to view > select Rename to remove "~" or "$" character; 2. Right-click the file, select Copy to > Select a target location > click Transfer. *If you’re using Transfer function, please follow the steps below: 1. Please click Menu of this task, then click View Logs, then click to view. Open Error Files window and click file path to jump to file’s location. Right-click the file and select Rename to remove "~" or "$" character; 2. Right-click this file and select Copy to > Select a target location > Transfer.

Error: 403 Forbidden(Cannot create folder 'folder name' because a file or folder already exists at path).

Solution: Found that there’s a same file name in the target path. Please rename the source file and try again. *If you’re using Copy or Copy to function, please try following steps: 1. Click Detailed inside the "Progress" message box in the lower right corner of the page, then choose Unfinished > click to view. Open Error Files window and click file path to jump to the file location. And then right-click that file and select "Rename" to rename the file; 2. Right-click the file, select Copy to > Select a target location > click Transfer. * If you’re using Transfer function, please try following steps: 1. On the task, go Menu > View Logs > click to view. Open Error Files window and click file path to jump to the file location. Next, right-click the file and select Rename to rename it; 2. Right-click the file, select Copy to > Select a target location > click Transfer.

Error: 404 Not Found(File has been deleted).

Solution: The file may not exist. Please try following methods to fix: Please make sure the file exists in the source. Click Menu of this task, click View Logs and click to view. Open Error Files window and click file path to jump to the source file location.

Error: 460 Restricted(This file is no longer available).

Solution: The file may don’t exist or cannot be accessed. Please try following methods to fix: *Please make sure the file exists in the source. Click Menu of this task, click View Logs and click to view. Open Error Files window and click file path to jump to the source file location; *Please try to download this file. If it can be downloaded, please try steps below to do another transfer: click Menu of this task, click View Logs, click to view and then click Retry;

Error: 500 Internal Server Error(The server has either erred or is incapable of performing the requested operation).

Solution: Server internal error! Please try again: *If you’re using Copy or Copy to feature, please click Detailed inside the "Progress" message box in the lower right corner of this page. Then choose Unfinished, click to View and click Retry. * If you’re using Transfer function, please click Menu of this task, then View Logs, click to view and then click Retry.

Error: A name that does not include special characters, or begin or end with a " . "

Solution: OneDrive does not support saving file that has "." in the first character. Please check the name of files that you copy to OneDrive. Try the steps below to solve this issue: 1. Click Menu of this task, click View Logs and click to view. Open Error Files window and click file path to jump to the source file location; 2. Right-click the file and select Rename to remove "." character; 3. Right-click the file and select Copy to > Select a target location > Transfer.

Error: The requested resource doesn’t exist.

Solution: Because some files are recognized as the malicious files by the OneDrive, so MultCloud cannot read these files and transfer them. Please try to download these files from OneDrive official website. If they can be downloaded, they are not malicious files. Please contact us with the task name and logs or progress details attached.

Error: Login failed FTP or FTPS: Connection refused.

Solution: The IP address of MultCloud Server is restricted by FTP Server’s firewall and cannot be connected, please add the IP section(209.126.103.1/19) to the white list of your FTP firewall.

Error: Login failed FTP or FTPs: FTP response 421 received. Server closed connection.

Solution: Increase the maximum number of connections of your FTP server, please set the connect value to a larger value on the FTP Server.

Error: Login failed FTP or FTPS: Connection closed without indication.

Solution: Increase the maximum number of available users, please set the connect value to a larger value on the FTP Server.

Error: 553 Permission denied.

Solution: Probably because there is not enough permission with folder operations, may also because the folder does not exist, and it may also because the folder name is garbled. *Please find the folder in FTP Server. If it exists, please check the file’s permission and make sure authorized to all operations. If the file name is garbled, please modify the code and try again; Steps to modify the code: 1. Select the FTP that the file exists, right click it and select "Edit"; 2. Click "Advanced"; 3. Modify the character editing code; 4. Save the changes.

Error: Read timed out.

Solution: *Connection timed out, please check whether the location to the Server is normal, and try again; *It may caused by the abnormal connection between MultCloud Server and FTP Server, please try again.

Error: Failed to list files.

Solution: *There may not be enough permission with folder operations, please check the file’s permission and make sure authorized to all operations and try again. *Please remove the FTP from MultCloud, then re-add it and try again.

Error: Create the folder error.

Solution: There may not enough permission with folder operations, please check the file’s permission and make sure authorized to all operations and try again.

Error: Transfer the file error.

Solution: *The failure might be caused by the access permission of file, firewall of FTP, the FTP setting and so on; *Please check if you can download these files to computers by MultCloud. If these files can be downloaded, none of mentioned factors is the cause. Please send an email to us for further support.

Error: FailedException:{"logref": "78cc237b-b1da-11e6-8f23-91024a3fbc99", "message": "Node with the name xxx already exists under parented."}

Solution: The transferred file may have already existed in target path. Please find the same name file, rename it and try again. * If you’re using Copy or Copy to feature, please click Detailed inside the "Progress" message box in the lower right corner of this page. Then choose Unfinished, click to View and click Retry. *If you’re using task transfer feature, please click Menu of this task, then View Logs, click to view and then click Retry.

Error: Failed to upload(Failed to upload file).

Solution: This may be caused by Box Cloud’s restriction on the size of uploaded files by users since the maximum size of single file that can be uploading to Box Cloud in Free account and Developer account is 2GB. Please check the size of your uploaded file. You can upgrade to advanced account if you need to upload larger file to Box Cloud.

Error: Failed to create the folder.

Solution: There has to be a file exists in the Flickr’s "Albums" folder before you can create a folder. *Please visit Flickr official website, log in your Flickr account, upload a picture or video file to Albums and try again. *It only supports upload files instead of folders to "Collections" and "My Photostream" of Flickr through MultCloud.

Error: Only in "Albums" directory to create the folder.

Solution: MultCloud can only create subfolders and sub-files in "Albums", and you cannot create another folder in the subfolder. *Please check if there is subfolder in the source folder. If yes, please cut all files in the source folder to one folder. Then follow the steps below: Right-click the source folder, go Copy to > select a target location ("Albums") > Transfer.

Error: You need to have a picture before you create album.

Solution: There has to be a file exists in the Flickr’s "Albums" folder before you can create a folder. Please visit Flickr official website, log in your Flickr account, upload a picture or video file to Albums and try again.

Error: Failed to upload.

Solution: Flickr supports saving pictures and video files only, so please make sure what you transferred are all pictures and video files.

Error: Filetype was not recognized.

Solution: Flickr supports saving pictures and video files only, so please make sure what you transferred are all pictures and video files.

Error: File is empty. Cannot upload empty file.

Solution: Make sure if the file to be transferred is an empty file, namely file size is 0KB, because MeidaFile does not support empty file transferring.

Error: Failed to upload.

Solution: Make sure if the file to be uploaded is an empty file, namely file size is 0KB, because MeidaFile has no support for empty file uploading.

Error: The specified Folder Name is invalid。

Solution: Make sure the folder name of the folder to be transferred does not include the following special characters: # % * : < > ? / \ |, because MediaFire does not support these characters as file name or folder name. Rename the source file and try again please. You can follow the methods below to solve it: *If you received this error when using Copy or Copy to: 1. In the "Progress" message box at lower right of the page, click Detailed -> choose Unfinished -> Click to View to open Error Files window, and navigate to "Pat" and then click the file path to jump to the file location. Right click on the file and select "Renam" to remove these characters； 2. Right click on the file and click Copy to -> Select a target location -> Click Transfer. *If you received this error when using Cloud Transfer: 1. Click Menu -> View Logs -> Click to view to open Error Files window, and navigate to"Path"and then click the file path to jump to the file location. Right click on the file and select "Rename"to remove these characters; 2. Right click on the file and click Copy to -> Select a target location -> Click Transfer.

Error: Insufficient data written.

Solution: MediaFire needs to know the file size before saving it. When processing the file, the real file size has to be the same as the predicted. Otherwise, it will fail. You can use another cloud drive to transfer the file, please try the following steps: 1. Transfer the file to another cloud drive; 2. Transfer that file from the other cloud drive to MediaFire.

Error: This directory cannot be selected for pasting files, you can select its subdirectories or other directories.

Solution: SugarSync does not allow you to create files or folders in the root directory. Choose a subdirectory or other directories please.

Error: Can upload only less than 50 MB file to the note.

Solution: *The root directory of Evernote is notebook directory, secondary directory is note directory, and other directories are not allowed to create files. Only in the subdirectories of the note directory can you create files, so please transfer files to a subdirectory of the note directory; *The largest file that can be stored in note directory is 50MB in size. Check if the file to be transferred is larger than 50MB.

Error: Failed to transfer the file, please try again.

Solution: It is possibly because you do not have full access permission. Please check as the following steps: Visit Adrive official site, and log in with Adrive account. Right click on the file, and select Properties to check if Permissions status is set to Full Access. If it is Read Only, change to Full Access, and then go back to MultCloud. Right click on the file and click Copy to -> Select a target location -> Click Transfer.

Error: Failed to delete.

Solution: It is possibly because you do not have full access permission. Please check as the following steps: Visit Adrive official site, and log in with Adrive account. Right click on the file and select Properties to check if Permissions status is set to Full Access. If it is Read Only, change to Full Access, and then go back to MultCloud. Right click on the file and click Copy to-> Select Delete.

Error: Failed to list files, you could try to edit the cloud drive or re-add it to MultCloud.

Solution: *It is possibly because HiDrive account has not set read permission for the file. Visit HiDrive official site, and log in with HiDrive account. Navigate to "Settings" -> "Account management" -> "Account settings" -> "Read and write acces", check "Read-only access to the shared folder("public")" and "Write access to the shared folder("public"). Then go back to Multcloud and refresh the page to try again. *It is possibly because MultCloud authentication credentials are expired. Follow the steps below to re-add HiDrive and try again please: Right click on the HiDrive and select Remove; click Add Clouds -> selecy HiDrive -> enter account and password -> click ADD HiDrive Account.

Error: Failed to create the folder.

Solution: *These 3 folders, HiDrive’s root directory, "user" folder and ".hidrive" folder in the "users" account folder, are not allowed to create files or upload files. You can go to "Public" folder or corresponding account folder in "users" to create new files or upload files. *It is possibly because HiDrive account has not set read permission for the file. Visit HiDrive official site, and log in with HiDrive account. Navigate to "Settings" -> "Account management" -> "Account settings" -> "Read and write acces", check "Read-only access to the shared folder("public") "and "Write access to the shared folder("public"). Then go back to Multcloud and refresh the page to try again. *It is possibly because MultCloud authentication credentials are expired. Follow the steps below to re-add HiDrive and try again please: Right click on the HiDrive and select Remove; click Add Clouds -> selecy HiDrive -> enter account and password -> click ADD HiDrive Account.

Error: 403 Forbidden. You don't have permission to access.

Solution: It is possibly because HiDrive account has not set read permission for the file. Visit HiDrive official site, and log in with HiDrive account. Navigate to "Settings" -> "Account management" -> "Account settings" -> "Read and write acces", check "Read-only access to the shared folder("public")" and "Write access to the shared folder("public"). Then go back to Multcloud and refresh the page to try again.