NetDrive3 user constantly losing mapped drives

NetDrive3
1

I have a customer that has about 10 employees. Nine of those ten use NetDrive2 to map drives using WebDav and have no issues. The last employee they hired, we had to purchase and start using ND3 because 2 is not available anymore.
She is constantly losing her mappings. When I open her Explorer, the drives are not listed. When I open NetDrive3, it shows as connected:
image
I am even able to browse to the files using the browse button.

When I try to disconnect the drives to get them remapped, I get an error of “Unmount Failed”
image

Looking at the services, I found that the NetDrive3 Service (Product NetDrive3) was not running:
image

I started the service, and would be able to disconnect the drive, but it would not re-connect when I tried. The only way I could get it to reconnect was to sign out of the account and back in.

This user is the only one this happens to and the only ND3 user. Any ideas why this keeps happening to her?

Here are some of the logs from the Explorer log file. Not sure if they are relevant in this instance:
[2023/03/20 10:01:55.270] [ERROR ] [ 9540] [BDRIVE ] Failed to Request/Reply with error = 11, rc = -1 [C:\buildbot\slave-win\netdrive3_release\netdrive3..\common\ZClientSession.cpp:306]
[2023/03/20 10:01:56.285] [ERROR ] [ 9540] [ ] Failed to initialize ZCLIENT [C:\buildbot\slave-win\netdrive3_release\netdrive3..\common\ZClientSession.cpp:210]
[2023/03/20 10:01:59.419] [ERROR ] [ 9540] [BDRIVE ] Failed to Request/Reply with error = 11, rc = -1 [C:\buildbot\slave-win\netdrive3_release\netdrive3..\common\ZClientSession.cpp:306]
[2023/03/20 10:02:00.435] [ERROR ] [ 9540] [ ] Failed to initialize ZCLIENT [C:\buildbot\slave-win\netdrive3_release\netdrive3..\common\ZClientSession.cpp:210]
[2023/03/20 10:02:03.565] [ERROR ] [ 9540] [BDRIVE ] Failed to Request/Reply with error = 11, rc = -1 [C:\buildbot\slave-win\netdrive3_release\netdrive3..\common\ZClientSession.cpp:306]
[2023/03/20 10:02:04.580] [ERROR ] [ 9540] [ ] Failed to initialize ZCLIENT [C:\buildbot\slave-win\netdrive3_release\netdrive3..\common\ZClientSession.cpp:210]
[2023/03/20 10:02:07.717] [ERROR ] [ 9540] [BDRIVE ] Failed to Request/Reply with error = 11, rc = -1 [C:\buildbot\slave-win\netdrive3_release\netdrive3..\common\ZClientSession.cpp:306]
[2023/03/20 10:02:08.725] [ERROR ] [ 9540] [ ] Failed to initialize ZCLIENT [C:\buildbot\slave-win\netdrive3_release\netdrive3..\common\ZClientSession.cpp:210]

Having her sign out and back in wouldnt be a big deal, I just dont want to give her the main credentials of the account.
Thanks.

1 Like
2

Sorry for the inconvenience it caused.

What version and build of Windows are you using on the PC?

To help us diagnose the issue, please set the log level to VERBOSE and reproduce the problem. Afterward, please follow the instructions in the following link to send us the debug log file:

Please be aware that the log file does not contain any login credentials. We apologize for any inconvenience this may cause.

3

Hello. Thanks for the help. The laptop is a Microsoft Surface Pro running Windows 11. Not sure on exact build but I can find out.
I will change logging and get back to you.

4

I was able to get the logging changed to Verbose. I asked her to let me know when it does it again and I will gather those logs. I know there are a lot of different log files, which one in particular do you need?

Also, her system is Windows 11 Home Version 10.0.22621 Build 22621

Thank you.

5

Zipping all the log files would be most helpful, as it allows us to cross-check between them if needed.

Thanks.

6

User had the issue this morning. All services were running when I checked them. I grabbed the entire log folder and attached here.

Logging out of the account and back in in the software allowed me to re-connect the drives.

Hopefully the logs will show something.

Thanks.
nd3log.zip (6.6 MB)

7

Just checking back in on this to see if you had a chance to look at the logs I provided.

8

Sure. We are checking the issues on Windows 11. Sorry for the delay.

9

We are also experiencing the same issue with 3 users on NetDrive 3. Was this ever resolved? Our users are Windows 10 Pro 21H2 Build 19044.2728. Please advise

10

I havent heard anything back from them yet. Hope to hear something soon.

11

@it13, @tech-1549

Please let me know if there are any dumps located in the following directory:

C:\ProgramData\NetDrive3\Dumps.

Providing these dumps would be greatly appreciated and will help me to identify the root cause of the issue at hand. Thank you in advance.

12

NetDrive3Dumps.zip (473.7 KB)

Attaching Dump files.

1 Like
13

Dumps.zip (226.1 KB)

Here is the dump folder from my customer as well.

1 Like
14

i am also having this very issue. services running, netdrive running and saying connected however explorer doesnt show the drive.

Windows 11 Pro Version 22H2 (Build 22621.1413)
NetDrive v3.17.900

15

Bump to keep thread alive.

16

What storage types(protocols) do you use?

17

I’m using WebDAV that’s running on a Synology NAS.

18

Thanks for the info. Could you please check if there are any dumps in C:\ProgramData\NetDrive3\Dumps directory and send them to me if you find any?

Thanks in advance!

19

Same issue here on 2 different Windows 10 PC’s, both on version 22H2, OS Build 19045.2788
Dumps.zip (39.4 KB)

20

Any word on this?