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Project files will not sync

If OneDrive, SharePoint, Autodesk Construction Cloud (ACC) / BIM 360, Bentley ProjectWise, Egnyte, Box, or Dropbox is not syncing your project files, possible causes include account or permission changes, service incidents, connectivity, storage limits, file locks, and pending uploads. Work the checks below before clearing saved local data or unlinking accounts.

Step One

Confirm the browser version is correct

Compare cloud and local copies before changing either

Use the official web service, if available, and compare account, path, timestamps, and file contents. The cloud copy may lack local edits that have not uploaded. Missing web files may reflect a different account, permissions, a moved item, deletion, or a service issue. Preserve local work before resets or cleanup.

Confirm the right account in the sync app

The desktop sync app should show the same work account as the browser. A common cause of "missing files" is the desktop app logged into a personal account or an old work account.

Check whether you actually have access

Project membership and folder permissions can change without anyone telling you. If a project folder vanished, ask whether the project owner removed your access or moved the folder. The sync app cannot show files you no longer have access to.

Step Two

Look at the sync app itself

Check the sync icon in the system tray

Check the app activity window or status icon, where available, for paused transfers and errors. For ProjectWise, inspect the document status and Local Document Organizer. Record the exact status before changing settings.

Pause and resume sync once

Most sync apps have Pause and Resume options. A single pause-then-resume often unsticks a stalled queue without the risk of unlinking the account.

Check free disk space

Check local free space and cloud quota. Large project files may require substantial working space; there is no single threshold for every app. Preserve pending uploads and recoverable files. Do not empty the Recycle Bin or delete Downloads or sync folders as a troubleshooting shortcut. Ask IT about approved cleanup.

Look for one bad file in the queue

Many sync apps list files that failed to sync. Common causes: file name too long, illegal characters (like: *? " < > |), the file is open in another app, or the file is locked by another user. Fix the one file rather than treating the whole sync as broken.

Step Three

Service-specific quick checks

OneDrive / SharePoint

Confirm the OneDrive icon shows the correct work account, not a personal one. If a SharePoint library will not sync, check for an existing sync relationship or OneDrive shortcut before adding another. Send the error to IT if the relationship is unclear. Restart OneDrive (right-click tray icon > Quit, then re-launch).

Autodesk Construction Cloud / BIM 360 (Desktop Connector)

Open Desktop Connector and confirm the assigned Autodesk account is signed in. If a project is missing, confirm a project owner has added you to that project at acc.autodesk.com or docs.b360.autodesk.com. Do not delete local Desktop Connector folders - pending uploads can be lost.

Bentley ProjectWise

Confirm CONNECTION Client is signed in with the right Bentley account. Confirm you can reach the data source (it may be VPN-gated). Check-out can restrict editing, but does not by itself explain a missing document. Check the data source, folder, filters, and permissions. Do not clear the local work area until checked-out file ownership is confirmed.

Egnyte / Box / Dropbox

Confirm the right account in the desktop app. If the company uses company sign-in, complete the company sign-in fully. Conflicted-copy files (with names like "filename (Conflicted Copy from Bob 2026-04-30).docx") are normal when two users edit the same file at the same time - keep both copies until you have merged the edits manually.

Slow Down

Do not do this yet

Do not unlink, reset, or uninstall the sync app

Reset and unlink behavior differs by app. OneDrive unlinking is designed to retain local files, while workspace cleanup in other tools can remove pending work. Back up unsynced changes to an approved location outside the sync workspace and follow the exact vendor procedure with IT.

Do not delete files in the local sync folder to "fix" sync

Deleted local files often delete from the cloud too. If the sync engine looks confused, leave the files alone and contact IT before doing cleanup.

Do not move sync roots to network drives or external drives

Supported storage locations depend on the app, disk format, and company setup. Do not move a working sync root manually; have IT check the vendor requirements and use the supported relocation process.

If You Need IT

What to send support

Which sync service and version

Copy the exact product name and version from its About or version screen. Include the operating system and any recent update.

The work account shown in the sync app

Match it against the account you expect. This rules out the most common cause in seconds.

Whether the browser version of the same content is correct

"Files look right in OneDrive on the web" or "ACC web shows the same project as missing." This tells IT whether to look at the cloud side or the local side.

Specific file or folder name and a screenshot of the error

"The folder Survey Drawings under project Riverside School will not sync, error code [code]" beats "my files are not syncing" by an order of magnitude.

CAD / AEC Notes

Protect project models while syncing is unhealthy

Do not keep editing a live model if sync is failing

If Revit, Civil 3D, AutoCAD, or MicroStation is working from a synced location that shows errors, stop and confirm the cloud or data source copy first. Continuing to edit can create conflicts or orphan local changes.

Check project membership before troubleshooting the computer

Missing ACC / BIM 360 projects, ProjectWise data sources, SharePoint libraries, or Egnyte folders are often permission problems. If the browser view does not show the project either, the local sync app is probably not the cause.

Capture the exact local path

For CAD support, the path matters: OneDrive, SharePoint, Desktop Connector, ProjectWise working directory, mapped drive, and local Documents all behave differently. Copy the full path from File Explorer if you can.

Related

Related guides

OneDrive guide

OneDrive-specific sync issues, account checks, and what to send support.

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SharePoint guide

SharePoint library sync, open-in-app, and IRM-related checks.

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ProjectWise guide

Bentley ProjectWise data source, CONNECT identity, and check-in/check-out checks.

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Before contacting IT: what to collect

The five details that make every IT ticket go faster.

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