If new client folders are not appearing or syncing in Canopy Virtual Drive, the issue is usually related to permissions, client naming, or file organization. This article walks through the most common causes and how to resolve them.
Why This Matters
When client folders fail to sync correctly, it can interrupt document workflows, slow down collaboration, and cause confusion about where files are stored. Addressing these issues early helps ensure reliable access to client documents across your firm
Table of Contents
Verify Client Permissions
Users can only see folders for clients they have permission to access.
Check the following:
You have permission to view or manage the client record.
The client is not restricted by role-based access settings.
You are signed in with the correct Canopy user account.
Tip: If a folder is missing for only certain users, permissions are the most likely cause.
Check Client Folder Naming Conventions
Canopy Virtual Drive generates client folders based on the client’s first, middle, and last name.
To prevent sync issues:
Remove trailing spaces from client names.
Avoid disallowed characters such as:
/ : * ? " < > |
Check for duplicate client names.
Important
Virtual Drive does not recognize Display Names.
Duplicate client names can cause folder conflicts or prevent folders from appearing.
Confirm Files Are Properly Organized in Canopy
Client folders will only appear in Virtual Drive if files are correctly organized within Canopy.
Make sure that:
Files are assigned to the correct client.
No files are left in the File Inbox.
Files are stored within structured folders under the client record.
Organized files in Canopy sync more reliably to the Virtual Drive.
Understand Virtual Drive Folder Creation Limits
You cannot create new client folders directly in the Canopy Virtual Drive.
Allowed actions:
Add folders inside existing client folders.
Create folders in Internal Files or My Files.
Avoid:
Creating folders directly under the main Clients directory.
Attempting to add new clients through the Virtual Drive.
Review Common Causes of Sync Errors
If issues persist, double-check the following:
Client names do not contain trailing spaces.
No disallowed symbols appear in client or folder names.
Each client has files properly assigned within Canopy.
You have allowed enough time for sync after making changes.
Summary
Most Canopy Virtual Drive syncing and visibility issues are caused by permission restrictions, naming conflicts, or unorganized files. Reviewing client access, standardizing client names, and ensuring files are properly organized will resolve the majority of issues.
Need help?
Contact Support or ask Penny, our AI Support Bot, for assistance.