Azure File Sync logs locally state "This server is not registered to a storage sync service." but it's online and healthy in the portal

Question

We've got a remote Azure File Sync location that shows as Online/Healthy/Pending Initial Upload in the portal, and it checks in daily, yet isn't syncing anything. This endpoint server was syncing previously, it lost connection somehow, the agent expired, the certificate expired, nothing happened for the best part of a year until we unregistered it and registered the server again, but still nothing coming through. It's at a customer site so not a server we have easy access to for testing, etc.

There are no error codes anywhere, all of the powershell tests for connectivity etc report success.

The Portal shows the server as Online, with the "last seen" updated frequently.

The Sync Group shows as "Healthy", and the cloud endpoint as "Provisioned", with daily change enumeration taking place (but no file upload)

The Server endpoint health shows as "Pending" and "waiting for initial upload/download" to start. It's been in this state for a couple of months nearly.

We've got an upload of the server logs and the "NoSyncFoldersFound.txt" file has the content of:

====================== No Sync Folders Found ========================

"This server is not registered to a storage sync service."

Is there anything else we can check? I've not been through all the logs yet but there's nothing else obvious that I've seen. Otherwise I assume we'd be best off unregistering the server and creating a new storage sync for it to register with, and going through setup again

Answer 1

Hi @SamSmith-3485

Welcome to Microsoft Q&A Forum. Thank you for posting your query here!

We see that you are facing issue with Azure File Sync where the server appears online and healthy in the portal but is not syncing files and it also looks like the server endpoint is not properly registered with the storage sync service. We would recommend you try the following steps.

1. Check if the server endpoint is properly registered with the storage sync service. You can do this by checking the Azure portal and ensuring that the server endpoint is listed as registered.
2. Check if there are any network connectivity issues that could be causing the problem. You can use tools like ping or traceroute to check the network connectivity between the server endpoint and the storage sync service.
3. Also, check the Telemetry event log on the server for any errors that might indicate why the sync is not occurring. Specifically, check for event ID 9301 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.
4. 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.
5. Check if there are any updates or patches available for the Azure File Sync agent. This can help ensure that any known issues related to the agent are resolved.

If none of these step's work, it may be necessary to unregister the server endpoint and create a new storage sync for it to register with. However, you can also 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:

• Troubleshoot Azure File Sync
• Troubleshoot Azure File Sync sync group management
• Troubleshoot Azure File Sync sync health and errors

I hope this issue will be resolved by following the above steps. Please feel to contact us for any further assistance or if the issue persists. We will be glad to assist you closer.

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