> For the complete documentation index, see [llms.txt](https://sync.wiki.mksdtech.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://sync.wiki.mksdtech.com/troubleshooting.md). # Troubleshooting Messages Rhino Sync shows, what causes them and how to fix them. Find the message you see, then follow the fix. Messages appear in a dialog, in the **Log** or on the Rhino command line. If nothing here helps, turn on **Enable debug messages** in [Settings](/reference/settings.md) and try again. Then send the debug log to . See [Files and locations](/reference/files-and-locations.md#debug-log). ## Installing | Message | Cause | Fix | | ------------------------------------------------------------------------------------------------------ | --------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------- | | `Rhino Sync requires Rhino 8.14 or later.` | Your Rhino is older than 8.14. | Update Rhino 8 and restart it. | | The **Sync** panel doesn't appear. | The panel was closed, or the plug-in didn't load. | Run `RhinoSync`. If the command doesn't exist, check that Rhino runs on .NET Core with `SetDotNetRuntime`, then reinstall. | | Crashes or missing-method errors after installing | Another plug-in conflicts with Rhino Sync. | Disable plug-ins you don't use and restart Rhino. | | `This version expired on` a date, followed by `Download and install a new updated version to continue` | Your Rhino Sync version is too old to start new sessions. | Install the latest version. See [Installation](/installation.md). | ## Connecting | Message | Cause | Fix | | --------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------- | | `Failed to connect to the server. Please check your internet connection and try again.` | Rhino Sync can't reach `sync.mksdtech.com` within 30 seconds. | Check your internet connection. Ask IT to allow the server. See [Network access](/installation/it-deployment.md#network-access). | | `Failed to join the session. User is already connected` | Someone with your user name is already in the session. It can also be your own session that dropped in the last few minutes. | Make sure your user name is unique in [Settings](/reference/settings.md). If you just lost connection, wait 10 minutes and try again. | | `Central file is busy, another user may be synchronizing.` | A teammate is synchronizing. | Wait a moment and click **Collaborate** again. | | `Unable to reconnect to the server.` | The connection dropped and didn't come back within a minute. | Check your connection, then try again. | | Status line shows `reconnecting...` | The connection dropped. | Keep working. Rhino Sync reconnects on its own and keeps your edits queued. | | `Rhino Sync: Connection hiccup; your edits are queued and will be retried` | A short connection problem while checking an edit. | No action needed. | ## Editing | Message | Cause | Fix | | --------------------------------------------------- | ------------------------------------------------------------------------------- | ----------------------------------------------------------- | | **Your changes were undone** | An object you changed is held by a teammate, or changed since your last reload. | See [Edit conflicts](/collaboration/edit-conflicts.md). | | Log shows `Object: 3 in use by another user` | Same as above. | See [Edit conflicts](/collaboration/edit-conflicts.md). | | You can't select some objects. | That teammate's colour is on in **Users**, which blocks their objects. | Turn off their colour, or ask them to synchronize. | | `You must end collaboration before changing users.` | You changed **Username** while collaborating. | End collaboration, change the name, then collaborate again. | | `User name can only contain letters and numbers.` | The new user name has other characters. | Use letters, numbers and spaces only. | ## Synchronizing and reloading | Message | Cause | Fix | | ---------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------- | | `Central file is busy, another user may be synchronizing or reloading.` | Someone else is reloading or synchronizing. | Wait a moment and try again. | | `Your last edits could not be checked in.` | Rhino Sync is still checking your latest edits. | Wait a few seconds and try again. | | `Not connected to the server.` | You are offline. | Wait for the status line to show `connected`, then try again. | | `Your local file is about to become too old for the server to accept.` | You haven't synchronized for almost 12 hours. | Click **Synchronize** within 30 minutes. | | `Your local file is too old to continue.` | You haven't synchronized for 12 hours. | Click **End Collaborate**, then **Collaborate** again. Unsynchronized changes can't be shared. | | `'Riverside Tower.3dm' is opened by` a user `on` a computer, followed by `Synchronization is unavailable.` | Someone opened the network central file directly in Rhino. | Ask that person to close the file. See [Network Drive](/collaboration/collaborate/collaboration-storage/network-drive.md#keep-the-central-file-closed). | | Red text in the viewport: `Synchronization may be interrupted.` | Same as above. | Same as above. | | `Unable to write central file` or `File size mismatch after upload.` | The network share refused the write, or ran out of space. | Check your permissions and free space on the share. | | `Unable to read central file` or `Central file does not exist` | The central file was moved, renamed or deleted. | Put the file back, or choose the new location with **Collaborate**. | ## Google Drive | Message | Cause | Fix | | --------------------------------------------------------------------- | ------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------- | | `Failed to get access token.` | Sign-in wasn't completed within 5 minutes, or the browser tab was closed. | Click **Collaborate** again and finish sign-in sooner. | | `The sign-in request expired. Please try again.` | The sign-in link expired. | Click **Collaborate** again. | | `Your Google Drive sign-in is no longer valid. Please sign in again.` | Access was removed, or you haven't used Rhino Sync with Google Drive for a long time. | Click **Collaborate** again and sign in. | | `Not signed in to Google Drive.` | You signed out, or your sign-in data was removed. | Click **Collaborate** again and sign in. | | `Only .3dm files are allowed.` | You picked a file that isn't a `.3dm`. | Pick the central `.3dm` file. | | The picker never appears on macOS. | Safari can't show the Google Drive picker. | Use Google Chrome. See [Google Drive](/collaboration/collaborate/collaboration-storage/google-drive.md). | | `Lost contact with the sync server during sign-in.` | The connection dropped while you signed in. | Check your connection and try again. | ## OneDrive and Dropbox | Message | Cause | Fix | | --------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------- | | `OneDrive sign-in was not completed in time. Please try again.` or `Dropbox sign-in was not completed in time. Please try again.` | Sign-in wasn't completed within 5 minutes, or the browser tab was closed. | Click **Collaborate** again and finish sign-in sooner. | | `Your OneDrive sign-in is no longer valid. Please sign in again.` or the same for Dropbox | Access was removed, or you haven't used Rhino Sync with that service for a long time. | Click **Collaborate** again and sign in. | | `Not signed in to OneDrive.` or `Not signed in to Dropbox.` | You signed out, or your sign-in data was removed. | Click **Collaborate** again and sign in. | | `OneDrive is not available yet.` or `Dropbox is not available yet.` | The service isn't turned on for Rhino Sync yet. | Update Rhino Sync, or use another storage. | | Microsoft says you need admin approval. | Your organisation only allows apps an administrator has approved. | Ask your IT team to approve Rhino Sync. See [Deployment for IT teams](/installation/it-deployment.md#storage). | | `Only .3dm files are allowed.` | You picked a file that isn't a `.3dm`. | Pick the central `.3dm` file. | | **Wrong Dropbox account** in the browser | The browser is signed in to a different Dropbox account than the one you signed in with. | Sign in to the right Dropbox account in your browser, or share the file with that account, and choose again. |