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FileCloud Drive Intermittently Shows “Location Is Not Available” and Slow Folder Access

Original Question or Issue:

Remote/out-of-state users intermittently received a “Location is not available” error when accessing Network Shares through FileCloud Drive. Users also experienced slow performance, including prolonged folder loading, delays opening files, and delays saving changes.

Initially, the issue appeared to affect only FileCloud Drive, while the FileCloud Web UI worked normally. The customer later reported that the Web UI also became temporarily inaccessible.

Environment:

  • Product - FileCloud Server
  • Version - 23.251
  • Platform - Windows

Steps to Reproduce:

  • Log in to FileCloud Drive from an affected remote endpoint.
  • Open File Explorer and navigate to the FileCloud Drive mapped drive.
  • Navigate to Network Shares and attempt to open a shared folder.
  • Folder listings may take an unusually long time to load.
  • Intermittently, Windows displays a “Location is not available” error.
  • Clicking OK and retrying may allow access to the folder.
  • Users may also experience delays when opening files or saving changes.

The issue was intermittent and could not be consistently reproduced.

Error or Log Message:

Windows error:

E:\Network Shares\Projects is not accessible.
The operation could not be completed. A retry should be performed.

Defect or Enhancement Number:

 

Cause:

The exact root cause was not confirmed.

FileCloud Drive logs indicated communication delays and failures while retrieving folder listings, which correlated with the “Location is not available” error.

Initially, the issue appeared specific to FileCloud Drive because the Web UI remained accessible. However, the customer later reported that Web UI access also became temporarily unavailable. This suggests the behavior may have been related to a temporary connectivity, server availability, or network-path issue rather than solely a FileCloud Drive client issue.

The issue subsequently resolved and could no longer be reproduced, preventing further root-cause analysis.

Resolution or Workaround:

Support recommended upgrading the affected FileCloud Drive clients to the latest applicable version, 23.252.0.9256, and monitoring whether the issue persisted.

However, before the customer performed the recommended upgrade, both FileCloud Drive and Web UI access returned to normal, and the issue could no longer be reproduced.

Notes: