When you sign in to OmniStor Drive and the screen stays on "Loading" with no error message, this article guides you through the standardized troubleshooting flow. Follow the order strictly — confirm network connectivity first, then move on to local system permissions.
Problem description: When a user encounters a sign-in anomaly and the screen stays on "Loading" with no error message, follow the order below to troubleshoot.
1. Network connectivity and API response check
The first step is confirming that communication between the client and the server is working.
API status check
- In the browser address bar, enter
{FQDN}/SG. Note: {FQDN} is usually the service URL set by your company. - Normal case: The browser should receive and display
servicegatewayapi OKalong with the corresponding "timestamp."
Handling a connection anomaly
If the browser doesn't receive the response above correctly, it means the Drive program can't connect to the server.
Next action:
- Contact your IT department for help, and confirm whether
{FQDN}/SGis being blocked by a firewall in the network environment.
2. Program startup status and permission analysis
If the network connectivity test is normal (the API responds correctly) but the sign-in screen still shows "Loading," check the program's execution status and system permissions next.
Activity list check
- While Drive's sign-in shows "Loading," click the tray icon in the lower-right of the toolbar.
- Try to open the "Activity List."
Diagnosis: If the Activity List opens successfully, the sign-in process has actually completed normally. The screen being stuck on "Loading" usually means Drive encountered an "insufficient system permissions" issue during the startup phase.
Troubleshooting and fixing the system permission issue
If determined to be a permission issue, perform the following:
- Sign out of the current Windows account.
- Switch to and sign in to Windows with an account that has "Administrator privileges."
- Run the Drive program once as administrator to confirm whether it starts correctly.
If switching to an administrator account allows a successful sign-in, it means the original user doesn't have "registry" write permission, and Drive cannot function properly.
3. Troubleshooting flow summary
Check stage | Action | Normal result / behavior | Anomaly response |
|---|---|---|---|
Network level | Enter | Displays servicegatewayapi OK with timestamp | Contact IT to check whether a firewall is blocking the connection |
Application level | Open the "Activity List" from the lower-right tray icon | The Activity List opens normally | Determined to be insufficient permissions at the startup phase |
System permission level | Run Drive with an administrator account | The program starts correctly and completes sign-in | Use administrator privileges for a repair startup |