Azure Files Sync tiered on a local server (cache thus) are not downloaded when accessed (not available thus)

Question

Hi Everyone,

The problem : When I try to access a file (PDF, TXT, Word etc..) located in a shared folder sync with Azure in a "Cloud Tiering" mode, the file is not downloaded and I get an error saying the file is not available.

I correctly see all the metadata (folder structure) and files (with a brown square). I double click on a file, the associated program open but display an error saying the file is corrupted, not existing etc...

The configuration :

I have configured a StorageSync service with a Sync Group that contain one local server (Site A) fully synchronised with Azure File Share (tiering off) and a second server (Site B) used as local cache (Tiering ON). The status of the Synchronised group is "Healthy" aswell as all the other Health Status in the Sync Group.

All the files from Site A are present in the File Share of Azure so the file that I try to access on site B still exists in Azure.

Thank you for your feedback !

Answer 1

Hello Kevin Vlasselaer,

Thank you for posting your query here!

Check for any errors using the Azure portal or event logs on the server. For information about how to view the health of your Azure File Sync environment by using the Azure portal or event logs, see Monitor Azure File Sync. Verify the Azure File Sync service is running on the server

There are two main classes of failures that can occur with Azure File Sync cloud tiering: cloud storage failures and server failures.

If the issue is related to cloud storage failures, it could be due to network connectivity issues or an inaccessible Azure file share or storage account. If the issue is related to server failures, it could be due to the Azure File Sync file system filter not being loaded or a missing, corrupt, or broken reparse point. It is recommended to follow the troubleshooting steps outlined in the Azure File Sync documentation to determine the root cause of the issue. Troubleshoot Azure File Sync cloud tiering

Also, please ensure that you’re using the latest version of the Azure File Sync agent on both servers. Outdated versions may have compatibility issues.

If the issue persists, can you please share the screen shot of the error message or error code for further troubleshooting.

Do let us know if you have any further queries. I’m happy to assist you further.

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