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MAC: Folders from finder favorites disappear

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AndreasNeft
Vigilante

MAC: Folders from finder favorites disappear

Hi Community, 

I have switched to a MAC recently and I have an issue with using egnyte favorites in the finder. 

After I move often used folders to the favorites on the left side of the finder, they disapear regularly after some time. 

Does Anyone have an idea how to solve this? 

Best 
Andreas 

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9 Replies
Retired Employee Nars_Support
Retired Employee

Re: MAC: Folders from finder favorites disappear

Hi @AndreasNeft -- I'm unsure of which Desktop Application (e.g. Desktop App or Desktop Sync) is being used here. If you're referring to Desktop App, the Finder Favorite entries are expected to disappear anytime Desktop App loses network connection, or when the Application is not running in the background.

Also make sure the (Egnyte Connect) Desktop App - Finder Extension is enabled under System Preferences > Extensions.

See: https://support.apple.com/guide/mac-help/change-extensions-preferences-mchl8baf92fe/10.14/mac/10.14

Please feel free to contact our Support team directly at support@egnyte.com if you're unable to find a viable solution for this issue.

Regards,
Nars

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AndreasNeft
Vigilante

Re: MAC: Folders from finder favorites disappear

Hi Nars, 

thank you for your answer. 

I am using the desktop app and the extension is enabled. 

Is there any way I can keep the favorites from disapearing in the finder. 

I need to access a lot of different folders in a quite complex folder structure quickly and I have made good experiences with the explorer favorites on windows. 

thanks 

Andreas 

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Retired Employee Nars_Support
Retired Employee

Re: MAC: Folders from finder favorites disappear

@AndreasNeft The expected behavior for Desktop App items added to the Favorites (Sidebar) section of Finder is for those item(s) to remain visible when Desktop App is properly running in the background, and while the network connection is active.

If items stored within Desktop App are constantly disappearing in the Finder Favorties list, then there is something (unknown) causing this behavior to present itself. 

Please try the following steps to remediate this issue:

1. Quit Desktop App

2. Navigate to /Users/<username>/Library/Application Support/ and run [Egnyte Connect Uninstaller.app]

Optional 3: Restart system if system uptime exceeds more than a few days

4. Download and install Destop App 3.3.2 from the link below

https://egnyte-cdn.egnyte.com/egnytedrive/mac/en-us/3.3.2/EgnyteConnect_3.3.2_202181.pkg

5. Continue to monitor any issues with the Finder Favorites list

------

If the issue persists, please contact our Support team directly at support@egnyte.com, so we may diagnose the anomaly over a live remote session.

Regards,
Nars

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Simon Mason
Steward

Re: MAC: Folders from finder favorites disappear

I am having the same issue - I am using the Egnyte Connect app which I believe is the Desktop App.  You say that it is the intended behavior that the favorites dissapear?  If this is the case, why is intended to operate this way?  Clearly if someone takes the time to set up a favorite they would want it to persist.  I understand that it will not work when connected to the network.  Is this a limitation of the Egnyte Connect or something that is controlled by Mac OS?  Thanks.

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Community Manager KathleenHunt
Community Manager

Re: MAC: Folders from finder favorites disappear

Hello @Simon Mason,

The expected behavior is that Favorites remain visible when Desktop App (Egnyte Connect Desktop App) is properly running in the background and while the network connection is active. If it's not running correctly in the background or the network connection becomes inactive, the Favorites may be lost. 

Please attempt the troubleshooting steps provided by Nars and contact our Support team if the issue persists so we can look into this further. 

Thank you!

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Simon Mason
Steward

Re: MAC: Folders from finder favorites disappear

I am experiencing the expected behavior.  It is just not the desired behavior.  Each time my Mac reconnects to the network I have to navigate to the working folders in Egnyte because the favorites do not persist.  Unfortunately I cannot use the desktp sync because the amount and size of the files in Egnyte is too great to replicate locally.

If possible, it would be very useful if the favorites persist.

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Community Manager KathleenHunt
Community Manager

Re: MAC: Folders from finder favorites disappear

Hello @Simon Mason,

Thanks for the clarification! If you're losing connection to the Desktop App often, you may want to contact our Support team to ensure there isn't some other underlying issue causing this. Depending on the scenario, another solution could be to add some of the "favorite" folders as their own drive (Windows) or volume (Mac). You can learn more about adding additional drives that link to a specific folder here

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Jwalkerjr
Vigilante

Re: MAC: Folders from finder favorites disappear

This has been VERY FRUSTRATING. 

I'm beginning to think that Egnyte is NOT the right option if you're using a MAC. 

I'm experiencing the same issue - the Favorites MUST persist but they disappear every couple hours. 

This might be the straw that breaks the camel's back, especially for how expensive Egnyte is. 

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Community Manager KathleenHunt
Community Manager

Re: MAC: Folders from finder favorites disappear

Hello @Jwalkerjr,

I'm sorry to hear you're also experiencing this! Have you looked at my earlier reply to Simon Mason? If the Desktop App disconnects frequently, I would recommend contacting Support so they can look into this further. Also, check out the link I provided to see how to add multiple drives as a way to use the Desktop App to create shortcuts to "favorite" folders. 

 

Thank you,

Kathleen

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