Knowledgebase & FAQs

What can be done if files seem to go missing or Folders disappear/appear empty when you're certain they are not?

If you save or copy a file - or folder - which has an excessively long name or path you might find that the folder or file appears to "disappear" within Agility Web Files.

This is because there are limitations on the maximum length of files and folders - as well as a few other more obscure situations whereby the length is one that can't be handled by the service. This is a mix of more general technical limitation and some security parameters to protect your data.

In most cases you won't be able to save files of this type which thus avoid the issue, but where you have files being imported in bulk, or copied via certain third party systems or software products, they may not be able to perform the correct checks to prevent this.

To resolve the "missing" folder or files you can:

(a) If you're an Agility Desktop user, login and use the My Cloud Files feature to locate the folder and rename the file(s) or folder(s) to a shorter length - if you then refresh the Agility Web files view the previously "missing" items will reappear.

(b) If you don't use Agility Desktop or have no access, you can contact our Support Team for further assistance to resolve this.

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