While doing some troubleshooting with a Livedrive support technician I was given this little gem:
…please ensure you add this folder to the exception list on any
antivirus software you have installed. When such software runs scans it
can lock (or worse, alter) the encrypted files in this folder, which
could be the source of your issues.
To date, I’ve not seen this expressed on their website, during any installation, or in their support forum. This seems kind of important to me as just about everybody runs antivirus software these days.
Update 06 04 2011: Be sure to check out the comments section as I have a response there from an official Livedrive employee.
Hi Cory! Thanks for the blog post! I just wanted to help address your point a little, because I think it’s a very valid observation. Livedrive stores locally cached data and its local file database in a cache folder on your hard drive. While Livedrive is running it is regularly using this folder, and if you’re doing some heavy operations on Livedrive – such as copying a massive folder into your L: drive or backing up a massive directory, there can be a number of rapid changes in this folder in quick succession.
Very occasionally – and it is very rare – a couple of antivirus services have falsely identified one of the cache files in this folder as a virus. They put a lock on the file or quarantine it and it causes some problems for Livedrive, which suddenly can’t access the files. That’s why support are giving you this advice, in case that is your problem.
However it is a very rare situation, and we only suggest it for users that have had certain specific questions or problems, so it’s not something that all of our users need to do.
I hope that helps!
This is good to know. Thank you for sharing this bit of information.
Hi, I am confused as you mention talking with tech support. I was convinced they didn’t really exist as I have opened 2 tickets and never received anything in response (neither email nor voice).
I have found that if you TwitBash them, you get a response.