VIA icon shows a red X symbol | VIA Pro for the Desktop

  • Updated

Product: VIA Pro for Desktop 
Applies to: Owners, Editors and Viewers
 

Issue

I'm trying to sync Workspaces with VIA Desktop, but it doesn't seem to be working. I only see a red X symbol on the VIA icon.

Cause

The red X symbol indicates that VIA Desktop is not currently syncing or that a sync process completed with errors.  

Solution

Click the VIA system tray (Windows) / status menu (macOS) icon. If any Workspace or file sync issues occurred, you'll see Sync Errors listed on the application menu.

Sync Errors appears on the menu

  1. Click Sync Errors.
  2. In the window that opens, each specific error is displayed in a separate pane. Each pane includes:
    • Error type
    • Number of error instances
    • Number of Workspaces affected
    • Brief description of error
  3. Click the arrow in an error pane to view specific details.
  4. Click a file or Workspace link in the details to navigate directly to the item.
  5. Address the issue with the item(s) that's causing the sync error. 
  6. The sync process will reinitiate.
  7. A green check mark will indicate that all processes are complete and that all Workspaces are currently synced.

Sync Errors does not appear on the menu

In this case, a general sync / connection issue may have occurred with VIA Desktop. 

To restore the sync

  1. Click the VIA system tray / status menu icon and select Pause Syncing.
  2. Click the VIA icon again and select Resume Syncing.
  3. The synchronization process should reinitiate. A green check mark will indicate that all processes are complete and that all Workspaces are currently synced.

If the red X is still visible

  1. Click the VIA icon and choose Exit Intralinks VIA.
  2. Reboot your computer.
  3. Start VIA Desktop again.

Next steps

If the issue continues, get in touch with us. Our Support team will be happy to help.

Click Submit a Ticket to open a request with our Support team. Or to speak directly with an agent, find our Support line in your region.

Additional information

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