How to report an issue in WorkDrive TrueSync

How to report an issue in WorkDrive TrueSync

If you experience any issues while using WorkDrive TrueSync, you can easily report them to our support team and receive prompt assistance. This guide will walk you through how to share application logs and additional details to help us investigate and resolve your issue faster.

Steps to report an issue in WorkDrive TrueSync:
  1. Click the WorkDrive TrueSync icon in your system tray (Windows) or menu bar (Mac) to open the tray window.

  2. Select the Settings icon in the tray window and go to Help > Report Issue.



  3. In the Report Issue window, enter the Subject (Mandatory) and a detailed description of the problem you're facing.

    Note:     Attach screenshots or a screen recording if possible to illustrate the problem clearly.

  4. By default, the Include app logs option is selected. This ensures that relevant file names, folder details, and user events (uploads, edits, deletions) are automatically shared with the support team.



  5. The Include database info option is not selected by default. This is optional and can be enabled by the user to share additional file metadata, such as size, permissions, and the last modified timestamp.

  6. Click Send to submit your report. Our support team will review the issue and assist you as soon as possible.

By following these steps and sharing detailed information, you’ll help our team investigate and resolve your issue more efficiently. 

Notes
Notes:
  1. The combined size limit for logs, attachments, and database info is capped at 200 MB.
  2. You can add up to 5 attachments, which must be in one of the following formats: .png, .jpg, .jpeg, .tif, .tiff, .bmp, .gif, .eps, .mp4, .m4p, .m4v, .mov, .avi, .wmv, .MTS, .vob, .mkv.
  3. The subject field must be completed when reporting an issue.