App troubleshooting

For each problem: what you see, why it happens, what to do. If it is not solved, prepare the information described in Information for support and contact your archive administrator or HostingPerTe.it support.

In general ArchiviOnline never deletes files on the computer because of a sign-in or permission problem: when it stops, files stay where they are.

I cannot sign in

Message	What to do
“Invalid address. Example: https://yourcity.archivionline.it”	Type the full address of your archive, the one you use in the browser.
“The address must start with https://”	ArchiviOnline only accepts secure connections: use https://.
“The archive cannot be reached. Check the address and your Internet connection.”	Check that the address is right by opening it in the browser and that the Internet works. If the browser opens the archive but the program does not, see Proxy and certificates.
“Wrong email or password.”	Check email and password (upper case, keyboard layout). If you do not remember it, Forgot password? opens the page to reset it.
“The archive’s security certificate is not valid: connection refused.”	See Proxy and certificates. The error cannot be ignored: it is a protection.
“The system keychain is not available: the sign-in cannot be stored securely.”	On a Mac open Keychain Access and check that the “login” keychain is unlocked; on Windows restart the computer; on Linux follow the box in Status, which offers Create keyring or Unlock (see Install the app on Linux). If it persists, call support.

Two-step verification (2FA)

• “Wrong verification code.”: enter the current 6-digit code from your authenticator app (it changes every 30 seconds). If codes are always wrong, check that date and time on your phone are set automatically.
• “The verification expired: please sign in again.”: too much time passed between password and code. Go Back and sign in again.
• I do not have my phone: choose Use a recovery code and enter one of the recovery codes you saved when you turned on verification (each code works once).
• I have neither phone nor codes: only your archive administrator can help you reset two-step verification.

“Update required” / version too old

Messages: “This version of ArchiviOnline is too old…”, “Version … or later is required; this is …”.

Your archive requires a newer version of the program. If Install and restart appears, press it. Otherwise press Download the latest version (opens the Download page) and install it over the current one: settings, sign-in and files are kept.

“Account not enabled”

Message: “Your account is not enabled for sync. Please contact your archive administrator.”

Syncing with the program must be turned on by your archive administrator (on the website, not in the program). When they have done it, press Try again. The files on the computer have not been touched.

“Computer disconnected” (device revoked)

Message: “This computer was disconnected from your archive. Sign in again to resume.”

The computer was disconnected on the website (by you or by the administrator, for example after it was lost). The saved sign-in was deleted and syncing stopped; the files on the computer have not been touched. If everything is in order, press Sign in again: syncing resumes without downloading everything again.

“Session expired”

Message: “Your session has expired. Sign in again to resume.”

This happens for example after a password change or if the computer stayed off for a long time. Press Sign in again.

Storage full

Messages: “Storage full: uploads are paused”, “The archive is full: uploads are paused.”

New or changed files are not uploaded until there is space; downloads continue and nothing is deleted. Free some space in the archive (empty the archive trash, delete files you no longer need) or ask your administrator for more. Uploads restart by themselves.

File rejected by the antivirus

Message: ”… was rejected by the antivirus. It is not synced; the copy on this computer was left untouched.”

The archive’s antivirus considered the file dangerous. The file stays on your computer but does not go to the archive. Have the file checked by your antivirus. If you think it is a mistake, ask support. If you change the file, it will be checked again.

If a file “is being checked by the antivirus”, wait: it will be downloaded as soon as it is available.

Invalid or identical names

Message	What to do
”… cannot be synced to this computer: it contains the character …, which is not allowed” (or “it is a name reserved by the system”, “it ends with a dot or a space”, “the name is too long”, “the path is too long”)	The file is in the archive but your computer does not accept that name. Rename it on the archive website; then it arrives by itself. For paths that are too long on Windows, shorten folder names or choose a synced folder closer to the root of the drive.
”… ”…” already exists, and on this computer it is the same name”	The archive has two items that differ only in upper/lower case (or in how accents are encoded). Only one arrives on the computer: rename the other on the website.
“Problem with …: The archive does not accept this name.”	The archive does not accept that name: rename the file on the computer.
“Problem with …: An item with this name already exists.”	The archive already has an item with that name in the same folder: rename the file on the computer.

Conflicted copies

If you find files with “(conflicted copy of …)” in their name, the same file was changed at the same time on the computer and in the archive (or by two people). No version was lost: the file with the original name has the archive version, the copy has yours. Compare them, keep the right one (copy changes from one to the other if needed) and delete the copy.

To avoid them: close documents when you are done and do not edit the same file on two computers while one of them is offline.

Deletions or changes on hold

Messages: “Waiting for your confirmation”, “Some changes are waiting for your confirmation.”

More than 50 items were deleted or changed within a few minutes: ArchiviOnline holds them until you decide. Press Review, check the list and choose Confirm or Don’t confirm. The rest of syncing continues in the meantime.

If it was not you (for example files became unreadable or have a strange extension), do not confirm, disconnect the computer from the network and call support at once: it may be a virus. Previous versions of the files are kept in the archive.

If you chose Don’t confirm on changes, the changed files stay only on the computer until you change them again.

Syncing has stopped

1. Look at the status in the window (icon → Open ArchiviOnline).
2. “Sync paused”: press Resume.
3. “Offline: will retry automatically”: check the connection; it retries by itself.
4. “Archive under maintenance: will retry later”: nothing to do.
5. “Folder not reachable”: the synced folder is on a disconnected drive or was moved or renamed. Reconnect the drive and press Try again, or Choose another folder. Nothing is deleted in the archive.
6. “Syncing is not active” or “Syncing did not start”: quit (icon → Quit) and open ArchiviOnline again.
7. One file does not update and ”… is open in another program: will retry later.” appears: close the file in the program that uses it.
8. Try Sync now. If the problem remains, call support.

If ArchiviOnline does not start by itself: Settings → Start when the computer starts. On Windows also check Task Manager → Startup apps; on a Mac System Settings → General → Login Items; on Linux the file ~/.config/autostart/ArchiviOnline.desktop.

Proxy and certificates

ArchiviOnline always verifies the archive’s security certificate against the trusted certificates of the system (Windows, Mac or Linux), just like the browser.

• Company network with traffic inspection (the firewall replaces certificates): the company certificate must be installed among the system’s trusted certificates (usually done by the IT department). If the browser opens the archive without warnings, the certificate is usually fine.
• Proxy: ArchiviOnline uses the system proxy settings, the same as the browser: on Windows those in Settings → Network & Internet → Proxy (automatic detection, setup script, manual proxy with exceptions); on the Mac those in System Settings → Network → Details → Proxies. If the system has no proxy, or its settings cannot be used, it uses the environment variables HTTPS_PROXY (or ALL_PROXY, HTTP_PROXY, with exceptions in NO_PROXY); otherwise it connects directly. On Linux the app reads only these variables, not the GNOME or KDE proxy settings: if the proxy is set only there, use the manual proxy in Settings. See the unsupported cases below.
• Wrong date and time on the computer can make a certificate look invalid: set them automatically.
• Public Wi-Fi with a sign-in page: open a page in the browser first and complete the network sign-in.

Unsupported proxies (for the IT department)

These cases show up for the user as “The archive cannot be reached…” when signing in or “Offline: will retry automatically” while syncing (or, for traffic inspection, “The archive’s security certificate is not valid…”), even though the browser opens the archive. In the program’s log the error line tells them apart (proxy_auth_required, tls: …, proxy per …: …).

Case	What happens	What to do
Proxy requiring authentication (NTLM, Kerberos/Negotiate, or Basic with a user name and password required by the proxy, response 407)	The program cannot authenticate to the proxy with the Windows or Mac account: the proxy refuses the connection.	Add the archive address (e.g. *.archivionline.it) to the proxy exceptions or to the PAC script (DIRECT), or allow unauthenticated access to that domain. Basic only: set HTTPS_PROXY=http://user:password@proxy:port for the user (the password stays in plain text in the environment variables: not recommended).
Proxy or firewall inspecting TLS with a company certificate not installed in the system	“The archive’s security certificate is not valid”. The program does not allow ignoring it.	Install the company root certificate among the system’s trusted certificates (Windows “Trusted Root Certification Authorities” store, Mac “System” keychain), or exclude the archive domain from inspection.
PAC script using special or non-standard functions, or that cannot be downloaded within 10 seconds	The program writes the error to the log and tries the environment variables, then a direct connection.	Check the script (it must return PROXY host:port or DIRECT for the archive); alternatively set HTTPS_PROXY for the user.
SOCKS proxy	Not supported: the entry is skipped.	Use an HTTP proxy for the archive, or a direct connection.
Environment variables set but the system already has a proxy	The system setting wins: the variables apply only if the system has no proxy or it cannot be used.	Fix the system settings (for example by adding the exception for the archive).

When a proxy in the list does not answer, the program moves on to the next one given by the PAC script (for example PROXY a:8080; PROXY b:8080; DIRECT); if none answers, it checks the settings again after one minute, for example when a laptop moves from the office to home.

In any case the proxy does not weaken security: the archive’s certificate is verified through the proxy exactly as without it.

On Linux: the app doesn’t start or the icon doesn’t appear

• The AppImage doesn’t start (nothing happens when you double-click it, or the Terminal shows “Cannot mount AppImage, please check your FUSE setup”): FUSE is missing. Install the fuse3 package (sudo apt install fuse3, sudo dnf install fuse3 or sudo zypper install fuse3).
• You can’t see the icon at the top: on GNOME you need the AppIndicator and KStatusNotifierItem Support extension; after installing it, sign out of the session and back in. Meanwhile the app works from its window.
• Changes arrive a minute late and Status shows a command: the folder has a very large number of subfolders. No change is lost; whoever manages the computer can raise the limit with the command shown.

Details are in Install the app on Linux.

The computer warns that the program is not verified

See How to install ArchiviOnline: until the signing certificates are available, Windows and macOS show a warning during installation.