MyCase Drive enables fast and secure file management that seamlessly integrates your desktop with MyCase. However, users may encounter issues such as the drive not appearing, failing to load, or not functioning as expected. This guide provides a comprehensive troubleshooting approach to resolve these problems.
You must install MyCase Desktop on your computer to use MyCase Drive.
Other helpful articles for MyCase Drive:
MyCase Drive Troubleshooting
I am having problems with MyCase Drive, what should I do?
Reset MyCase Desktop or Drive on Windows or macOS. Resetting the MyCase Desktop or Drive application is a crucial first step when encountering file syncing, saving issues, or application performance problems.
First, confirm that you are logged into MyCase Desktop
You can log into MyCase Desktop by searching for the application on your computer or clicking the MyCase icon from your quick start bar.
If you are experiencing file syncing issues, retain a copy of the files in your local files to prevent file loss.
Note: If you are syncing files to MyCase Drive, make sure you keep a copy in your local files prior to resetting MyCase Desktop to prevent any loss of data.
Reset MyCase Desktop on Windows:
Locate the system tray near the clock; click the caret (^) icon to reveal hidden icons.
Find and click the purple MyCase logo.
Open the menu and select Errors and Troubleshooting.
In the next window, select Reset MyCase Drive or Reset MyCase Desktop.
(Optional) Select Log out, then Sign back in after the reset completes.
Reset MyCase Desktop on macOS:
Find the MyCase Desktop icon in the top-right menu bar.
Right-click on the icon and open the menu.
Select Errors and Troubleshooting.
Click Reset MyCase Desktop in the pop-up window.
(Optional) Select Log out, then Sign back in after the reset completes.
To resolve remaining issues, after resetting:
Go to your icon tray and right-click the MyCase Desktop icon.
Click Errors & Troubleshooting > Errors to identify any pending synchronization issues.
Relaunch MyCase Desktop
Reinstall MyCase Desktop: If issues persist after reviewing any errors or after resetting, uninstall the application and download the latest version from the Integrations and Apps page by clicking on the Manage Integrations icon in MyCase.
MyCase Drive Common Issues & Questions
Some of my open cases, folders, and/or files are not appearing in MyCase Drive.
File Path Exceeds 256 Characters
Confirm the names of your missing cases, folders, and/or files are not greater than 256 characters. Shorten any names necessary on mycase.com. This can be done by renaming the file, renaming folders that contain the file, or moving the file to a directory with a shorter path. Then, reset MyCase Desktop. If the issue persists, live chat with our support team.
Note: Any file in any case can be affected when any file has exceeded the 256 character limit.
Period in File Path is Hiding Files/Folders
MacOS and Windows both treat files/folders beginning with “.” as hidden. In these instances, remove the period from the name or the file path.
Example: “.myspecialform.docx”, “M:/mycase/case1/.hidden/myform.docx”
Why am I encountering sync issues when uploading files?
MyCase Drive is not recommended for large data transfers and attempting to do so can cause performance issues. We recommend to conduct large migration of documents directly to MyCase on a web browser such as Chrome or Firefox.
On Windows, files won’t be able to save into folders that have a leading dot in their names. Removing the leading dot should resolve the issue.
Understanding the Oops Screen when it populates
The red exclamation icon signifies an actual failed upload
The orange-cloud upload icon signifies that the file is still in queue to be uploaded
Actions to take when the Oops Screen appears
If any files have the orange upload icon next to them, do not reset MyCase Drive as this action will clear the upload queue
Only remove the file with the red exclamation icon
Close the popup and the orange-cloud files should keep uploading if the reset button is not clicked
Why are eSignature documents missing from MyCase Drive?
We need to prevent users from editing documents that have been sent for signature in order to preserve the document being signed. This allows us to maintain compliance with related eSignature laws.
Why are my Dropbox files missing from MyCase Drive?
While the Dropbox folder may be visible on the case level, files will not populate here due to limitations to the software. Dropbox folders and files need to be viewed directly on MyCase via web browser.
Is there a limit on the size of the files that I can upload via MyCase Drive?
Files larger than 4GB cannot be uploaded via MyCase Drive. Files under 5GB can be uploaded via MyCase on your web browser.
I'm unable to open/view a file from MyCase Drive
Check to see if the file you're attempting to open may be corrupted. Attempt to open the file via MyCase on your web browser. If you continue to experience issues even on the web, re-upload the file and then re-attempt to view.
Files larger than 4GB cannot be viewed via MyCase Drive. Files under 5GB can be viewed via MyCase on your web browser.
What are the Usage Thresholds for MyCase Drive?
Total items (across all matters, contacts, and clients) 100,000
Contact folders (total across all contacts and clients) 2,000
Files in any given folder 2,000
Why can't I install MyCase Desktop from the Windows App Store?
A small number of customers are not able to install MyCase Desktop from the Windows App Store. If this happens to you, please try downloading the latest version from the Integrations and Apps page by clicking on the Manage Integrations icon in MyCase.
MyCase Drive is not installing successfully after clicking the installer file.
The installer file may be inside a folder path that’s lacking permissions to install the MyCase Drive into the system (like a network drive). Identify where the installer file is located. If necessary, move the installer into the Downloads folder or the Desktop/Documents folder and try running it again.
In the installation options, if prompted to select whether to install only for you or for all users (anyone who uses the computer), select to only install for you. Once the installation is complete, restart your computer then re-attempt to open MyCase Drive.
I'm encountering a 403 'Forbidden' message when attempting to sign in.
If when logging in to MyCase via web browser, you see a banner that says 'Limited Access,' your firm's account may currently be suspended. This restricts your use to read-only access to the web version and you will be unable to access MyCase Drive at this time.
Click here to learn how to update your payment information.
I have multiple MyCase accounts but my MyCase Drive is connected to the wrong one.
Follow the steps below depending on your operating system (Windows or macOS).
On Windows:
Locate the system tray near the clock; click the caret (^) icon to reveal hidden icons.
Find and click the purple MyCase Desktop icon.
Select Log out, then click on the MyCase logo again to Sign In
A new tab will automatically open on your default browser. Use this page to log in to your MyCase account
On macOS:
Find the purple MyCase Desktop icon in the top-right menu bar.
Right-click on the icon and open the menu.
Select Log out, then click on the MyCase logo again to Sign In
A new tab will automatically open on your default browser. Use this page to log in to your MyCase account
I can't access or see MyCase Drive in my File Explorer (PC) or Finder (Mac). How do I get it back?
Confirm you are logged in to MyCase Desktop. Go to your icon tray and right-click on the MyCase Desktop icon. If you see the Sign In option available to you, click it and log in to MyCase Desktop using your MyCase login credentials. If you do not see the Sign In option available and instead see Log Out, you are already logged in.
Confirm your computer is not blocking virtual drives. If you are a Windows user, hit the Windows key + R. In the box presented, type in “services.msc.” In the Services window presented, double-click on WebClient. In the modal presented, confirm your Startup type is set to Automatic. If it is not, use the dropdown menu to change it to Automatic, click Apply, and then click Start. Finally, restart MyCase Desktop.
Errors & Troubleshooting. Go to your icon tray and right click on the MyCase Desktop icon. Click Errors & Troubleshooting. Click Reset MyCase Drive on the dialog that opens. When prompted, log in to MyCase Desktop using your MyCase login credentials.
Confirm you do not have case names greater than 256 characters. Shorten your case names, folder names, or documents names on mycase.com if necessary.
Check with your IT support to confirm that your firewall settings do not interfere with the use of virtual drives.
If, after taking the actions above and going through the troubleshooting methods below, the issue persists, live chat with or call our Support team.