File and Folder Issues

Go to the Error Codes Glossary

Problem

Folders downloaded as ZIP (> 4GB) do not open properly in Windows. When a folder or multiple files are downloaded from web UI, they will be downloaded as a zip archive. If the total size of the zip files is greater than 4 GB, then the zip will be malformed.

Cause

This is a PHP on Windows limitation.

Resolution

Limit the total size of the zip folder to be less than 4 GB

Problem

Folders downloaded as ZIP (> 4GB) do not open properly in LINUX. When a folder or multiple files are downloaded from web UI, they will be downloaded as a zip archive. If the total size of the zip files is greater than 4 GB, then the zip will be malformed.

Cause

This is a known issue with PHP.

Resolution

To support ZIP files larger than 4 GB:

1. Open the configuration file:

WWWROOT/config/cloudconfig.php

2. Add the following line:

define("TONIDOCLOUD_ZIP_IMPL",  "ZIP64" );

This workaround only resolves the issue on Linux. Switching to this ZIP implementation on Windows does not allow support of zip archives larger than 4 GB.

Problem

File names with the following characters won't upload using web browser.

• Left bracket [

• Right bracket ]

Cause

This is a known issue with PHP.

Resolution

Use one of the following recommendations:

• Rename the file and upload

• Upload file using FileCloud Sync

Problem

When you are opening a file or uploading a file to your FileCloud folder, you might get an error that the file path is too long or you may be unable to upload the file.

For example:

• If you try to open the file directly from a folder (FileCloud Sync folder or FileCloud Drive folder) using Acrobat reader or another application, you will see an error message telling you that path is too long.

• You cannot copy or drag and drop a file to the path (FileCloud Sync folder or FileCloud Drive folder) if the file path exceeds 255 characters. You may still be able to upload the file directly using the FileCloud user portal and it is syncing properly.

• You may still be able to upload the file directly using the FileCloud user portal. This will also sync the file properly.

Sample Error Message:

Cause

There is a known limitation in Windows that path lengths cannot exceed 255 characters.

For more information, read the Microsoft Windows documentation on:
Naming Files, Paths, and Namespaces

Resolution

To fix this problem use the prefix \\?\ in front of your Network Folder path. Using this prefix enables you to use paths of up to 1024 characters.
With the prefix, the path is formatted as:
\\?\C:\[Network Folder name]

Note: FileCloud Drive and FileCloud Sync can handle paths of up to 32,000 characters in Windows. However, in some cases, this may be limited by the application or the server.

Problem

The multiple ways Unicode uses to represent a visually indistinguishable glyph using different but equivalent representations can cause many sorts of unexpected behaviors.

These behaviors are normally seen in the following situations:

• Working on files between Windows and Mac

• Files that have unicode strings
  

For example, if a given file in FileCloud is stored in NFC form and edited and re-uploaded from Mac OSX, that file gets uploaded as NFD, leading to two visually indistinguishable files being stored by FileCloud in a single folder.

Cause

There are some special considerations when working with Unicode strings. Unicode can have multiple ways to represent a visually indistinguishable glyph using different but equivalent representation for example there are many different Unicode forms (NFC, NFD, NFKD, NFKC) to represent Unicode strings.

Refer to Wikipedia for more detailed information. 

This can cause non-trivial and complex issues when working with File System Objects (like files and folders) in FileCloud across filesystems.

Resolution

Normalization Handling

Configuring Options to Control Normalization Form Handling Behavior

Any kind of Normalization behavior on the server requires the php_intl extension to be installed and active on your server. 

To control whether any automatic conversion to NFC is done or not:

1. Navigate to the WWWROOT\config folder.

2. Open the cloudconflig.php file.

3. Add the following line:

4. Save the changes.

5. Restart the server.

Converting Existing Files or Folder Names to NFC

You can obtain a script from Technical support called:

• normalization.php

This script can convert existing files or folder names to NFC normalization form.

To run the conversion script:

1. Save the script file normalization.php in the following folder:

WWWROOT/resources/backup folder

2. To use the PATH variable, which refers to FileCloud paths, look for a line similar to /USERNAME. This is the place where all files and folders are used for a specific username. (e.g. /john)

To check a specific path
c:\xampp\php\php.exe normalization.php -p PATH
 
To fix the issues in a specific path
c:\xampp\php\php.exe normalization.php -p PATH -f 1
 
An optional hostname can be provided for multi-tenant solutions
c:\xampp\php\php.exe normalization.php -p PATH -h HOSTNAME

Problem

All current versions of files in a user account become unusable.

Cause

In some situations, a user may face data loss due to:

• file corruptions

• encryption by ransomware attacks

Resolution 

In these cases, it is possible to run a script to export previous versions of all files.

Download the Tool

To download the Update Settings tool:

1. In a web browser, navigate to the following url: http://patch.codelathe.com/tonidocloud/live/scripts/fc/prevversionexporter.zip

2. Download the update settings tool zip.

3. Unzip the contents of the download zip file onto the folder WWWROOT/resources/backup
   Where WWWROOT is

   Windows	C:\xampp\htdocs\
   Linux	/var/www or /var/www/html depending on the Linux distro

4. The zip contains one script file:

   prevversionexporter.php	Tool to be used for exporting previous versions of all user files

Table 1. Tool Options

Run the Tool in Linux

From a Linux command shell, type the following commands. 

In the above command:

Reovering Previous versions in Linux

To recover "only one previous version":
user@li111-150:~$ cd /var/www/resources/backup
user@li111-150:/var/www/resources/backup$ php ./prevversionexporter.php -u tester -d /tmp/export -r



To recover "all previous versions":
user@li111-150:~$ cd /var/www/resources/backup
user@li111-150:/var/www/resources/backup$ php ./prevversionexporter.php -u tester -d /tmp/export -a -r

-u : User account for which previous file versions are to be exported <Required>
-d : Directory to which the files are to be exported <Required>
-h : Host name for which export needs to be performed (needed in case of multisite installations) <Optional>
-r: Use the flag to actually export the files. Running without this flag only will simulate the export. <Optional>

Run the Tool in Windows

In a windows command shell, type the following commands.

Recovering Previous versions in Windows

To recover "only one previous version":
C:\WINDOWS\system32>cd c:\xampp\htdocs\resources\backup
c:\xampp\htdocs\resources\backup>c:\xampp\php\php.exe prevversionexporter.php -u tester -d c:\export -r



To recover "all previous versions":
C:\WINDOWS\system32>cd c:\xampp\htdocs\resources\backup
c:\xampp\htdocs\resources\backup>c:\xampp\php\php.exe prevversionexporter.php -u tester -d c:\export -a -r

Problem

Sometimes, Upload fails with message "Storage Error"

Cause

This is caused because the Storage path that is set in the admin portal doesn't have Web (www-data) Permissions  

Resolution

Change the permission of the Storage Path (eg. . /opt/fileclouddata)

Use the following command to change the permission of the storage path

chown -R www-data directory/filename