Azure FileSync Strange Issue

jebes250 116 Reputation points


Endpoint server (2019) shows registered in portal

Sync agent is latest version

Endpoints (5) show no activity for two days

Event Viewer - ItemResults shows no new entries for two days

File recall is working for what was already there

Sync to Azure is not working

I already removed and reinstalled the agent & increased CPUs and RAM on the VM. I'm at a loss of what to do now.

Help! Thanks, Jason

Azure Files
Azure Files
An Azure service that offers file shares in the cloud.
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A cloud computing platform and infrastructure for building, deploying and managing applications and services through a worldwide network of Microsoft-managed datacenters.
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  1. KarishmaTiwari-MSFT 18,627 Reputation points Microsoft Employee

    @jebes250 Thanks for posting your query on Microsoft Q&A.

    Based on the information you provided, it seems that the server endpoint is not syncing with Azure File Sync service. You can try the following steps:

    1. Check the Event Viewer on the server that is showing as "Appears offline" in the portal. Look at Event ID 9301 in the Telemetry event log (located under Applications and Services\Microsoft\FileSync\Agent in Event Viewer) to determine why the server is unable to access the Azure File Sync service.
    2. Verify that the Storage Sync Monitor (AzureStorageSyncMonitor.exe) process is running on the server. If the process is not running, first try restarting the server. If restarting the server does not resolve the issue, upgrade to the latest Azure File Sync agent version.
    3. Use the Test-StorageSyncNetworkConnectivity cmdlet to check network connectivity to the service endpoints. To learn more, see Test network connectivity to service endpoints.
    4. If the server is behind a proxy, configure the machine-wide or app-specific proxy settings by following the steps in the Proxy documentation.
    5. Verify that the Azure File Sync filter drivers (StorageSync.sys and StorageSyncGuard.sys) are running.
    6. Ensure that the Azure file share exists and that the SMB security settings on the storage account allow SMB 3.1.1 protocol version, NTLM v2 authentication.

    If none of these steps work, you can try running AFSDiag which is a tool that helps diagnose issues with Azure File Sync. You can find more information about how to run it here.

    Reference documentation:

    Let me know the results. Thanks.

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  1. jebes250 116 Reputation points

    Thank you for the reply. I made some progress.

    I started having sync issues and getting crash dump files about two weeks ago. Endpoint server reboot would fix it temporarily but the problem persisted. At one point, I checked sync agent version in Programs and Features (it was v15.2) and did an uninstall/reinstall but that didn't fix it.

    Troubleshooting today, I found the agent installer log and was looking through it for errors when saw that a version 16 of the agent had been installed (I assume via Windows Update) then newer entries in the log for version 15.2 again. Hmmm. (Is it possible the agent was updated but was corrupt and Programs & Features didn't reflect the version change? Days ago, I removed what was likely a corrupt v16 and installed v15.2 which changed the symptoms but didn't ultimately fix things.)

    I did run the agent updater on the server before discovering the v16 thing. It did not detect a v16 as being available, but after seeing the installer log, I googled for it and found it as a manual download in the MS Catalog. After installing, all of the syncgroups went green. I'll check on it tomorrow as there are some larger file areas that didn't look sync'd, but it may just need more time.

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