HCP Anywhere User Help

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Troubleshooting the User Portal

This table describes some issues you may encounter while using the User Portal. For each issue, the table describes the issue and the actions that you can perform to resolve the issue.

Issue

Description/action

You cannot share folders or accept invitations to shared folders.

The HCP Anywhere applications on one or more of your devices are too old to support folder sharing. These devices are identified on the My Devices page in the User Portal.

For you to be able to share folders, do one of these:

Update the HCP Anywhere applications on your devices.

Deregister the devices that have outdated HCP Anywhere applications.

A deleted file or an old version of a file can no longer be viewed or restored.

The HCP Anywhere system keeps deleted files and old file versions for a limited amount of time. After this time is up, the system permanently removes them.

The system also allows only a limited number of versions per file. If you create a new version of a file and that version exceeds the limit, the system permanently deletes an old version of the file.

For information on how long the system keeps deleted files and old versions and on how many versions per file the system allows, see your HCP Anywhere administrator.

A shared folder or mobilized data share was moved to the top level of your synced folder, but you didn't move it.

From one of your computers, you deleted or moved a folder that contained a non-syncing shared folder or mobilized data share.

Non-syncing shared folders and mobilized data shares are not visible from your computers, so you may not have realized that your actions would affect those folders. To prevent you from losing data, HCP Anywhere moved those folders and shares to the top-level of your synced folder.

You cannot find a particular link on the My Links tab on the Collaboration page.

One of these:

The link expired.

You deleted the link.

The My Links tab is missing.

Your administrator has turned off link sharing.

A file fails to be uploaded.

One of these:

The file is larger than the amount of space you have available in your storage quota. Do one of these:

oTo free up space in your quota, delete or remove files from HCP Anywhere.

oAsk your administrator to increase your storage quota.

The file is larger than the maximum file size that your HCP Anywhere system allows. Ask your administrator for this information.

The file name contains one or more characters that HCP Anywhere does not allow in filenames. For information on the characters that HCP Anywhere does not allow, see Naming considerations.

The file contains a virus. The HCP Anywhere system does not synchronize files in which it detects viruses.

The file is a zero-byte file (that is, the file contains no data). You can upload zero-byte files only when using Internet Explorer 8 or 9 to access the User Portal.

The file has an extension that has been prohibited by your HCP Anywhere administrator.

Your computer permissions prohibit you from accessing the file.

One or more of your devices is highlighted in red on the My Devices page.

One of:

The HCP Anywhere system has undergone a system recovery and is currently synchronizing changes made from your devices while the system was down. To facilitate the synchronization of your changes, ensure that your devices can connect to the HCP Anywhere system.

The HCP Anywhere system has been updated to a later version and in order to take advantage of new features, you need to do one of these:

oUpdate the HCP Anywhere applications on the devices listed in red text. For information on updating HCP Anywhere applications, see Updating the desktop application and Updating the mobile app.

oDeregister the devices listed in red text. For information on deregistering your devices, see Disconnecting devices from HCP Anywhere.

One of your devices was deregistered, but you didn't deregister it yourself.

One of:

The system administrator deregistered your device.

The system administrator no longer allows you to register or use devices of that type. For example, you may be allowed to register Windows computers, but not Macs.

Your device was automatically deregistered by the system because it was inactive for too long.

A change occurred on the HCP Anywhere system that caused the device to be unable to continue synchronizing files with the system.

In these situations, reregister the application or contact your HCP Anywhere administrator for assistance.

After clicking on the Use Network Login link on the User Portal login page, your browser displays an Authentication Required or Windows Security window prompting you to enter a username and password.

Your environment is not configured to support network login. Click on the Cancel button in the window to return to the login page.

For information on getting network login to work, see About network login.

You were automatically logged out of the Portal.

One of:

You were idle for longer than the User Portal idle time limit. This limit is determined by the HCP Anywhere system configuration.

The HCP Anywhere administrator cleared your login credentials which ended your Portal session.

In both cases, log back into the User Portal to resume working with your files.

You cannot download one or more HCP Anywhere applications from the User Portal.

One of:

Desktop applications are temporarily unavailable for download while the system is being upgraded.

You're not allowed to use one or more HCP Anywhere application types. For example, your administrator can prevent the use of the HCP Anywhere Android app but allow you to use the iOS app.

Your administrator doesn't allow HCP Anywhere applications to be downloaded from the User Portal. See your administrator to learn where you can download the applications.

All your apps have been deregistered and your files deleted.

The HCP Anywhere administrator deleted your user account. You can continue using HCP Anywhere by logging back into the User Portal and reregistering your user account. However, all your files and all information about your HCP Anywhere activity are gone.

For information on registering your user account, see Registering with HCP Anywhere.

The messages for some events that you have performed are missing from the Activity page.

The HCP Anywhere system automatically archives event messages when they reach a certain age. For information on retrieving those events, see your HCP Anywhere system administrator.

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