Windows Exclusive: Currently, the Canopy Virtual Drive is only available on Windows operating systems. You can download the virtual drive on a virtual machine on Macs, however, the Virtual Drive is not compatible with ARM processors such as the M1 or M2 CPU chips.
Canopy Virtual Drive allows you to interact with all of your Canopy files directly on your computer. You can drag and drop files into the Virtual Drive to upload them to Canopy, open a file in the program of your choice on your computer to edit them, or create copies of the files on your local hard drive.
Use the Canopy Virtual Drive
To use the Virtual Drive, please make sure you've Installed the Canopy Virtual Drive.
1. Open the Windows File explorer.
2. Locate the Canopy Virtual Drive in the navigation pane.
3. Navigate through Canopy Files and Folders that you have access to.
Depending on your permissions, you may navigate through Client Files, My Files, or Internal Files using the respective folders on the Virtual Drive.
Note: The main client folders are named using the following information in Canopy:
First, Middle, and Last names for Individual Clients.
Middle name/initial should be added when there are clients that share the same name. This will help prevent duplicates.
Company name in Canopy for Business Clients
Additional Note: We do not use the client's display name to create the names of the main client folders.
Note: The main client folders are named using the following information in Canopy:
First, Middle, and Last names for Individual Clients.
Middle name/initial should be added when there are clients that share the same name. This will help prevent duplicates.
Company name in Canopy for Business Clients Additional Note: We do not use the client's display name to create the names of the main client folders. Ensure that no trailing spaces, duplicate names, or prohibited symbols such as
/,:,*,?,”,<,>, or|are used in folder names. These elements may cause discrepancies in syncing with the Canopy Virtual Drive.
4. Drag files from your desktop to a folder on the Virtual Drive to upload the files to Canopy.
Canopy does not allow the following characters in file names: /:*?"< >.|
A Note on Folders: New clients cannot be created through the Virtual Drive. You can add folders within an existing client folder, or to the Internal Files or My Files folders, but trying to add a new folder or file to the Client folder will result in an error.
To create clients quickly, we recommend using the Desktop Assistant's File Migration tool. To create individual clients, follow our guide to Add a Client.
A Note on Folders: New clients cannot be created through the Virtual Drive. You can add folders within an existing client folder, or to the Internal Files or My Files folders, but trying to add a new folder or file to the Client folder will result in an error. To create clients quickly, we recommend using the Desktop Assistant's File Migration tool. To create individual clients, follow our guide to Add a Client. Additionally, new client folders must be created within the Canopy application rather than directly in the Virtual Drive. Only subfolders under existing client directories, "Internal Files," or "My Files" can be added through the Virtual Drive interface.
While files are being edited, they will be locked in Canopy.
6. Copy any files from the Virtual Drive to your local storage, as needed.
Navigate the Virtual Drive Information Window
The Canopy Virtual Drive application can be opened to view the information window. The information window shows updated status messages related to any Virtual Drive actions you take. You can also update the Virtual Drive from the information window, or reauthorize the drive to work with your account. The information window also provides error messages which can guide troubleshooting. Refer to the new troubleshooting section for addressing such issues.
1. Search for the Canopy Virtual Drive application.
You can complete this however you are used to. The quickest way is to press the Windows key on your keyboard and type in Canopy.
Make sure to choose the Virtual Drive and not the desktop assistant!
The Virtual Drive should be under the name "Canopy"
2. View any errors or status messages in the window.
Errors can range from sync failures to permission issues. Use the steps outlined in the troubleshooting section to identify and resolve these errors.
3. Click Retry on an individual error after solving the error to retry the sync to Canopy.
Alternatively, open the Canopy Virtual Drive dashboard, access the Drive log, and select either 'Retry' or 'Retry All' to address multiple errors.
4. Click on Canopy in the top navigation to see more app options.
Click Sign out to disconnect from Canopy.
Click Re-Authorize to reenter your Canopy login credentials.
Click Open Storage Folder to view the drive in the file explorer.
Select Check for updates to manually update the drive. Reauthorization can be useful when files or folders are not syncing correctly, as it refreshes the connection between the Virtual Drive and your Canopy account. Refer to the troubleshooting section for detailed instructions.
Offload and Download Documents
In the Virtual Drive, you have options to offload and download documents.
To offload and download a file:
Right-click on a file in the Virtual Drive
In the menu, select Canopy.
Then choose Download or Offload.
Offloading a File
Offloading a file allows your file to be in the Virtual Drive, but not take up any space on your computer. It’s stored on the cloud.
An offloaded or non-downloaded file is designated with a white icon with a green checkmark.
Downloading a File
Downloading a file allows you access to the file even without having access to the Canopy cloud. But remember, a downloaded file takes up space on your computer!
A downloaded file is designated with a green icon with a white checkmark.
Downloading a document is like downloading your music playlist (like Awesome Mix Volumes 1 and 2) from your music streaming service before taking off on the plane. Doing this takes up space on your device, but now you can access it without having access to the service’s cloud.
When to Use Them
So when should you offload and download documents?
Well, it comes down to preference for certain files. If it’s a file you use often (songs like The Chain from Fleetwood Mac or Mr. Blue Sky from ELO), then downloading it might be better.
Troubleshooting Syncing and File Visibility Issues
Case: Duplicate Client Name Sync Issues
If your Canopy Virtual Drive is not syncing, the most likely cause is duplicate client names in your Canopy client list. Duplicate entries with slight differences, such as changes in capitalization or punctuation, can disrupt the syncing process because the system cannot differentiate between folders with identical or extremely similar names.
Steps to Fix the Virtual Drive Sync Issue
Access the Client List: Navigate to the Canopy application and go to
Clients > Client List.Identify Duplicate Names: Review the list and identify any duplicate client names. Duplicate names may have minor differences that could still cause conflicts, such as:
Westside Eyecare Inc.andWESTSIDE EYECARE INC.Variations using different punctuation or capitalization.
Rename or Archive Duplicates: Resolve the duplicates by either:
Renaming the clients to have distinctly different names (e.g.,
Westside EyecareandWestside Eyecare LLC).Archiving one of the duplicate clients if it is no longer needed.
Reauthorize the Virtual Drive (if required): Depending on the impact of the changes, you may need to reauthorize your Canopy Virtual Drive to finalize the adjustments.
Following these steps should resolve the syncing issues for your Canopy Virtual Drive by ensuring no duplicate client names interfere with the process. If problems persist, contact Canopy support for further assistance.
General Troubleshooting for Syncing Issues
Check for Updates
Open Canopy or Canopy Dev.
Select the 'Check for Updates' option.
If updates are available, proceed with the installation. Otherwise, the application is up to date.
Sign Out and Sign Back In
Log out of the Canopy Virtual Drive.
Wait briefly and log in again to refresh the connection.
Restart the 'Canopy Service'
Open the Services app from the Windows taskbar or search bar.
Locate 'Canopy Service', highlight it, and select:
'Restart', or
'Stop' and then 'Start' again.
Recheck the Canopy Virtual Drive to ensure syncing resumes.
Reattempt File Syncing and Clearing Sync Errors
Go to the Canopy Virtual Drive dashboard.
Open the Drive log and select 'Retry' or 'Retry All' for errors.
File Visibility and Access Permissions
Check Permissions
Verify that you have the appropriate access permissions for the missing folder(s). Only folders you have access to will appear on the Virtual Drive.
Review Folder Naming
Ensure that folder names adhere to proper formatting. The Canopy Virtual Drive uses the client’s first, middle, and last name for folder naming and does not permit trailing spaces or disallowed symbols.
Organize Files in Canopy
Files must be categorized within Canopy before they can sync to the Virtual Drive. For example, files in an inbox or unorganized state will not sync.
Check Client Status
Verify that the clients whose files are not syncing are active in your Canopy account. Inactive clients will not sync to the Virtual Drive by design.
Advanced Error Troubleshooting
Case: HTTP 403 Errors
HTTP 403 errors indicate that access to a specific file or functionality has been denied. These errors commonly occur due to insufficient permissions, system update messages, or network/security restrictions.
Common Causes of HTTP 403 Errors
Check Permissions
Verify that you have the appropriate access permissions for the missing folder(s). Only folders you have access to will appear on the Virtual Drive.
Review Folder Naming
Ensure that folder names adhere to proper formatting. The Canopy Virtual Drive uses the client’s first, middle, and last name for folder naming and does not permit trailing spaces or disallowed symbols.
Organize Files in Canopy
Files must be categorized within Canopy before they can sync to the Virtual Drive. For example, files in an inbox or unorganized state will not sync.
Check Client Status
Verify that the clients whose files are not syncing are active in your Canopy account. Inactive clients will not sync to the Virtual Drive by desig
Duplicate and Proper Naming
Ensure client folder names are unique and do not conflict with existing names. Avoid prohibited symbols and trailing spaces in folder names, as these errors can prevent folders from displaying correctly in the Virtual Drive.n.
Case: Files or Folders Still Not Syncing
Reauthorize the Virtual Drive:
Navigate to the Virtual Drive through your installed programs and features.
Access the settings and select the option to reauthorize your drive.
Case: Process Not Running - Exit Code -9
Uninstall the Virtual Drive:
Search for 'Add or Remove Programs' through the Windows search bar.
Locate Canopy Virtual Drive, click its icon, and uninstall it.
Reinstall the software:
Follow the installation guide here: Install the Canopy Virtual Drive.
Additional Troubleshooting Tips
Resolving 403 Errors:
Check and verify your permissions for specific files or folders.
Reauthorize the Virtual Drive following the steps in the Virtual Drive Information Window section.
Configure security software to allow Canopy connections.
If all else fails, follow the reinstallation steps outlined in the Advanced Error Troubleshooting section.
After reauthorization or reinstallation, allow some time for Canopy to resync files. The duration may depend on your internet connection and drive storage size.
Double-check that your login credentials and internet connection are accurate and active.
If all troubleshooting steps fail, contact Canopy Support with screenshots or detailed descriptions of the issue.
Always verify your permissions before making changes to shared files or folders to prevent 403 errors.
Regularly update the Canopy Virtual Drive and your system software to avoid compatibility or syncing issues.
Monitor security software settings that might interfere with the Virtual Drive's functions.