Help Center

Folder Suddenly Cannot Be Opened, or Shows as Empty After Opening

When you tried to open a folder in OmniStor Drive and found that:

  • The folder cannot be opened

  • The folder opens but shows as empty (even though you know there should be files inside)

This issue may be caused by connection abnormalities or changes in folder permissions. Please follow the steps below to check in order.

Possible Cause 1:

Usually, this is due to a temporary disconnection between you and the server. OmniStor Drive uses cloud streaming, so folder contents cannot be loaded without a connection.

Solution

  1. Check the Drive icon status:
    • Click the OmniStor Drive icon in the taskbar.
    • If the icon is grayed out, it means the connection to the server has been lost.
  2. Confirm the "Activity" window messages:
    • If it shows No Internet or Connection Error, please proceed to the next step.
  3. Check your internet connection:
    • Open a browser to test whether you can access the internet. Can you connect to the internet normally?

    • Try switching Wi-Fi, reconnecting the network, or verifying that your company’s internal network and VPN connection are working properly.

  4. Reload the folder:

    1. After the connection is restored, return to the original folder and refresh it.

    2. The folder contents should display correctly.

Possible Cause 2: Your Folder Permissions Have Been Removed

If the network and OmniStor Drive connection status are both normal, but a specific folder still cannot be opened or shows as empty, your access permissions to that folder may have been removed.

How to Check

  1. Log in to Navigate.

  2. Locate the folder experiencing the issue.

  3. Open the folder’s ""

  4. Confirm whether your account or group still has access permissions to that folder.

If you confirm that permissions have been removed, please contact the folder owner or system administrator to reset the permissions.

Connection and Permissions Are Normal, but the Problem Persists

Please complete the two checks above first. After confirming that OmniStor Drive is properly connected and folder permissions have not been removed, try the following steps in order:

  1. Rebuild Folder Index

    • Go to Drive "Settings" - "Rebuild Folder Index."

    • This operation will re-sync the folder and file list with the server.

    • For detailed steps, please refer to "How to Rebuild Folder Index to Fix Sync Issues."

  2. Log Out and Log Back Into OmniStor Drive

    • If the data volume is large, rebuilding the index may take a longer processing time.

    • It is recommended to log out of OmniStor Drive first, then log back in to reload folder and permission information.

  3. Provide Log Files for Troubleshooting

    • If the issue still cannot be resolved, go to "Settings" "Log Folder."

    • Provide the relevant log files to your system administrator or technical support for assistance.

Prevention Methods

  • Avoid performing important file operations on public Wi-Fi, weak signal, or unstable network environments.

  • Before opening a folder, please ensure that OmniStor Drive is in a normal connected state.

  • If the folder is managed by others, it is recommended to confirm that relevant notifications have been completed before any permission changes.