Drive and Photo Service:File upload

1. Download the latest version of the Cloud Drive for Enterprises (CDE) client and try to upload the file again. For more information, see Download the client.

2. If you have the latest version of the client installed, restart the client and try to upload the file again.

3. If the upload still fails after you try the previous two methods, export the logs and then contact us for assistance.

• Slow client upload speed

  If the file upload speed is slow, confirm that the file to be uploaded is stored locally. If it is not, copy the file to your local device before you start the upload.

• Slow speed when uploading local files to the cloud drive

  1. Go to a speed test platform to test your local network bandwidth. Make sure no other upload tools are running in your local environment to ensure an accurate test.

  2. Go to your Personal Space. In the upper-right corner, click your user avatar and go to the User Settings > Network Diagnostic Tool page to run a network diagnosis.

  3. After the speed test and diagnosis are complete, contact us for assistance.

If you receive an error message such as "Service is initializing. Please try again later." when transferring data using CDE, perform the following steps to troubleshoot the issue:

1. Operating system requirements

   Use Windows 10 (64-bit) or later or macOS 10.15 or later.

   If your operating system version is older, you can try using an older version of the client. However, to ensure normal functionality, compatibility, and security, we strongly recommend that you upgrade your operating system.

2. Loopback network check

   In the lower-left corner of your desktop, search for "CMD" and open the Command Prompt (CMD). Run the ping 127.0.0.1 command:

   Microsoft Windows [Version 10.0.14393]
   (c) 2016 Microsoft Corporation. All rights reserved.
   
   C:\Users\Administrator>ping 127.0.0.1
   
   Pinging 127.0.0.1 with 32 bytes of data:
   Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
   Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
   Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
   Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
   
   Ping statistics for 127.0.0.1:
       Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
   Approximate round trip times in milli-seconds:
       Minimum = 0ms, Maximum = 0ms, Average = 0ms

   If you continuously receive valid replies, the loopback network is normal.

   If the ping fails, there may be a system or firewall configuration issue.

   Recommended action:

   Try to temporarily turn off Windows Firewall for testing:

   1. In the lower-left corner of your desktop, search for and open "firewall".

   2. Go to the settings pages for the Domain network, Private network, and Public network.

   3. Turn off the firewall for each network type.

   4. Restart the CDE client and try the file transfer operation again.

3. Check if antivirus software is restricting client network access

   Some security software, such as 360 Total Security, may block the CDE client's network connection. This can cause transfer errors or prevent you from logging in. Perform the following steps to check and allow the required programs:

   Example using 360 Total Security:

   1. Open 360 Total Security

      • Start 360 Total Security and go to the Network main interface.

   2. Go to the Traffic Firewall settings

      • In the menu bar, select Tool Box.

      • Click Traffic Firewall to go to the settings page.

   3. Find and allow the required processes to access the network

      • On the Traffic Firewall page, find the list of programs that are currently connecting to the network.

      • Check if datatransfer.exe or Enterprise File Management.exe is in the list and confirm its network access status.

      • If you find that a process is blocked, click the Manage icon on the right and select Allow access to network.

4. If the issue persists, export the logs and then contact us for assistance.

When you use CDE in China (Hong Kong), China (Macao), China (Taiwan), or other overseas regions, transfer speeds may be affected by cross-border and cross-regional limitations. If you use CDE in an overseas region, you can enable Global Accelerator.

1. During normal use (non-anonymous access), CDE does not actively limit transfer rates. In high-concurrency scenarios, such as batch distribution, the system may dynamically adjust transfer rates. If you use CDE in an overseas region, you can enable Global Accelerator.

2. If you have any questions, contact us.

If a data transfer is interrupted while you use the client, the system automatically resumes the transfer after you log back in to the cloud drive.

During an upload, if a network error occurs, the "Waiting for retry" mechanism is triggered.