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Troubleshoot Azure File Sync

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You can use Azure File Sync to centralize your organization's file shares in Azure Files, while keeping the flexibility, performance, and compatibility of an on-premises file server. This article is designed to help you troubleshoot and resolve issues that you might encounter with your Azure File Sync deployment. We also describe how to collect important logs from the system if a deeper investigation of the issue is required.

Common troubleshooting documentation

Based on the issue you're experiencing, review the appropriate troubleshooting documentation:

Issues Troubleshooting documentation
Agent installation or server registration issues Troubleshoot Azure File Sync agent installation and server registration
Cloud endpoint or server endpoint creation issues, or the registered server is offline Troubleshoot Azure File Sync sync group management
Server endpoint has an error status, or files fail to sync Troubleshoot Azure File Sync sync health and errors
Files fail to tier or recall Troubleshoot Azure File Sync cloud tiering
Storage Sync Agent service (FileSyncSvc) fails to start Troubleshoot Azure File Sync
High memory usage on the server Troubleshoot Azure File Sync

If you're unsure where to start, see General troubleshooting first steps.

General troubleshooting first steps

If you're experiencing issues with Azure File Sync, start by completing the following steps:

  1. 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.
  2. Verify the Azure File Sync service is running on the server:
  3. Verify the Azure File Sync filter drivers (StorageSync.sys and StorageSyncGuard.sys) are running on the server:
    • At an elevated command prompt, run fltmc. Verify the StorageSync.sys and StorageSyncGuard.sys file system filter drivers are listed.
  4. Use the Debug-StorageSyncServer cmdlet on the server to check for common issues.

Debug-StorageSyncServer cmdlet

The Debug-StorageSyncServer cmdlet will diagnose common issues on the Azure File Sync server, such as certificate misconfiguration and incorrect server time. We've also simplified Azure File Sync troubleshooting by merging the functionality of some existing scripts and cmdlets (AFSDiag.ps1, FileSyncErrorsReport.ps1, and Test-StorageSyncNetworkConnectivity) into the Debug-StorageSyncServer cmdlet.

To run diagnostics on the server, run the following PowerShell commands:

Import-Module "C:\Program Files\Azure\StorageSyncAgent\StorageSync.Management.ServerCmdlets.dll"
Debug-StorageSyncServer -Diagnose

To test the network connectivity on the server, run the following PowerShell commands:

Import-Module "C:\Program Files\Azure\StorageSyncAgent\StorageSync.Management.ServerCmdlets.dll"
Debug-StorageSyncServer -TestNetworkConnectivity

To identify files that fail to sync on the server, run the following PowerShell commands:

Import-Module "C:\Program Files\Azure\StorageSyncAgent\StorageSync.Management.ServerCmdlets.dll"
Debug-StorageSyncServer -FileSyncErrorsReport

To collect logs and traces on the server, run the following PowerShell commands:

Import-Module "C:\Program Files\Azure\StorageSyncAgent\StorageSync.Management.ServerCmdlets.dll"
Debug-StorageSyncServer -AFSDiag -OutputDirectory C:\output -KernelModeTraceLevel Verbose -UserModeTraceLevel Verbose

How to collect logs and traces on the Azure File Sync server

If your issue isn't resolved after following the steps in the troubleshooting documentation, run the AFSDiag tool and send its .zip file output to the support engineer assigned to your case for further diagnosis.

To run AFSDiag, perform the steps below:

  1. Open an elevated PowerShell window, and then run the following commands (press Enter after each command):

    Note

    AFSDiag will create the output directory and a temp folder within it prior to collecting logs and will delete the temp folder after execution. Specify an output location which does not contain data.

    Import-Module "C:\Program Files\Azure\StorageSyncAgent\StorageSync.Management.ServerCmdlets.dll"
Debug-StorageSyncServer -AFSDiag -OutputDirectory C:\output -KernelModeTraceLevel Verbose -UserModeTraceLevel Verbose

  2. Reproduce the issue. When you finish, enter D.

  3. A .zip file that contains logs and trace files is saved to the output directory that you specified.

Storage Sync Agent service (FileSyncSvc) fails to start

After installing or upgrading the Azure File Sync agent (v17.3 or later), you may experience one of the following symptoms:

  • The Storage Sync Agent service (FileSyncSvc) fails to start with the following error:

    Error 0x80070057: The parameter is incorrect.

  • Registering a server using the Register-AzStorageSyncServer cmdlet fails with the following error:

    Register-AzStorageSyncServer: Exception of type 'Commands.StorageSync.Interop.Exceptions.ServerRegistrationException' was thrown.

  • ServerRegistration.exe or AfsUpdater.exe fails to open

This issue occurs because the Azure File Sync agent has a dependency on a Windows security feature and updates for this security feature are not installed.

To resolve this issue, verify your Windows Server has the following updates installed:

High memory usage on the server

Azure File Sync uses Extensible Storage Engine (ESE) databases for sync and cloud tiering. The ESE databases can consume up to 80% of system memory to improve performance. To limit the amount of memory used by the ESE databases, you can configure the MaxESEDbCachePercent registry setting on the server.

To reduce the ESE memory usage limit to 60%, which is a good balance between memory utilization and enough cache to maintain decent performance of the databases, run the following command from an elevated command prompt:

REG ADD HKLM\Software\Microsoft\Azure\StorageSync /v MaxESEDbCachePercent /t REG_DWORD /d 60

Once the MaxESEDbCachePercent registry setting is created, restart the Storage Sync Agent (FileSyncSvc) service.

See also

Contact us for help

If you have questions or need help, create a support request, or ask Azure community support. You can also submit product feedback to Azure feedback community.