v2.0.0
4 min read
Updated 1/20/2025

Common Issues

Quick solutions to frequently encountered problems with Drive Browser

Common Issues & Solutions

Running into trouble? This guide covers the most common issues and how to fix them quickly.

Export Issues

Export Stuck at 99%

Problem: Your export progress bar reaches 99% but never completes.

What's happening:
The last chunk of files is taking longer than expected to process, usually due to:

  • Large files being processed
  • Complex permission structures
  • Network connectivity issues

Solutions:

  1. Check the checkpoint status:

    • The export may have actually completed
    • Check your sheet for a new tab with today's date
    • Look for data in the sheet

  2. Wait a few more minutes:

    • Large exports can take 5-10 minutes
    • The progress bar updates every 30 seconds
    • Don't close the browser tab

  3. Resume if it timed out:

    • Go to Extensions → Drive Browser → Continue Last Export
    • The system will resume from the last checkpoint
    • This works for exports over 1,000 files

  4. Try a smaller batch:

    • If resuming doesn't work, export fewer files
    • Break large folders into smaller selections
    • Trial users: Ensure you're under 100 files

Prevention: For very large exports (10,000+ files), expect longer processing times. The chunked export system will automatically handle timeouts and resume.

Export Shows Wrong File Count

Problem: The export says "150 files" but you only see 80 rows in the sheet.

Common causes:

  1. Duplicate files filtered out:

    • Drive Browser may skip exact duplicates
    • Check if "Remove duplicates" is enabled in settings

  2. Cached file list:

    • The file list was cached from a previous scan
    • Files may have been deleted since the scan

  3. Permission issues:

    • Some files couldn't be accessed during export
    • You'll see a warning in the export summary

Solutions:

  1. Refresh the file list:

Clear cache: Settings → Clear Cache Re-scan your folder Export again

  1. Check export logs:

    • Look at the "Export Complete" dialog
    • It shows: "Exported 80 of 150 files"
    • The difference indicates skipped files

  2. Verify permissions:

    • Open Drive and check if you can access all files
    • Files you can't open won't be exported
    • Contact file owners for access

Tip: Run Extensions → Drive Browser → Quick Export for a fresh scan of recent files.

Export Fails Immediately

Problem: Export starts but fails within seconds with an error message.

Error messages and fixes:

"You've reached your daily limit"

  • Cause: Google Apps Script quota exceeded
  • Solution: Wait 24 hours for quota reset (midnight Pacific Time)
  • Prevention: Reduce export frequency or file count

"Unable to access files"

  • Cause: Permission issue or files were deleted
  • Solution: Check Drive permissions and re-select files
  • Prevention: Ensure you have "View" access to all files

"Invalid configuration"

  • Cause: Export settings are corrupted
  • Solution: Reset settings to defaults
  • How: Settings → Reset to Defaults → Try again

"Trial limit exceeded"

  • Cause: Trying to export more than 100 files on trial
  • Solution: Select fewer files or upgrade to Pro
  • Note: The limit is clearly shown before export starts

Access & Permission Issues

Can't Access Shared Drives

Problem: The "Shared Drives" tab is grayed out or you get an "Access Denied" error.

Requirements for Shared Drives:

  1. ✓ Pro subscription (Shared Drives is a Pro feature)
  2. ✓ Google Workspace account (not personal Gmail)
  3. ✓ Member of at least one Shared Drive

Solutions:

If you're on Trial: Shared Drives require a Pro subscription. [Upgrade to Pro] button Click the Upgrade button to unlock Shared Drives access.

If you're on Pro but using Gmail:

  • Shared Drives only work with Google Workspace (business/education accounts)
  • Personal Gmail accounts don't have Shared Drives
  • Upgrade your Google account to Workspace

If you have Workspace but no Shared Drives:

  • Ask your administrator to add you to a Shared Drive
  • Or create your own Shared Drive (if you have permission)
  • Go to Drive → Shared drives → New

Still not working?

  1. Log out and log back in to Drive Browser
  2. Clear browser cache
  3. Re-authorize Drive Browser: Extensions → Manage extensions → Remove → Reinstall

"Permission Denied" on Owned Files

Problem: Export fails even though you own the files.

Rare causes:

  1. Files in trash:

    • Check if files were accidentally deleted
    • Restore from Drive trash if needed

  2. Broken Drive permissions:

    • Sometimes Drive permissions get corrupted
    • Fix: Right-click file → Share → Remove and re-add yourself

  3. Add-on authorization expired:

    • Re-authorize Drive Browser
    • Go to Extensions → Drive Browser → Run Drive Browser
    • Click "Authorize" if prompted

Solution:

Go to your Google Account → Security Scroll to "Third-party apps with account access" Find "Drive Browser" Click "Remove access" Re-install and authorize Drive Browser

Trial & Subscription Issues

Trial Expired But Still Showing Trial Banner

Problem: Your trial ended but the banner still shows "Trial: X days remaining" or you can still export.

What's happening:
The subscription status is cached for up to 24 hours (production) or 5 minutes (test) to improve performance.

Solutions:

  1. Wait for cache to expire:

    • Production: Up to 24 hours
    • Test environment: 5 minutes
    • The banner will update automatically

  2. Force cache clear:

Open Drive Browser sidebar Open browser console (F12) Type: google.script.run.clearSubscriptionCache() Close and reopen sidebar

  1. Verify subscription status:
    • Go to Extensions → Drive Browser → Upgrade
    • Check your current plan status
    • If you've subscribed, status will update within 5 minutes

Note: If you just upgraded, wait 5 minutes and refresh. The webhook needs time to process your payment.

Can't Upgrade to Pro

Problem: Clicking "Upgrade" button doesn't open checkout or payment fails.

Common issues:

  1. Pop-up blocked:

    • Allow pop-ups for Google Sheets
    • Look for blocked pop-up icon in address bar
    • Click it and select "Always allow"

  2. Payment processing issue:

    • Try a different payment method
    • Contact LemonSqueezy support if card is declined
    • Check if your card allows international payments

  3. Already subscribed:

    • Check if you're already on Pro
    • Look at the footer: Should say "✓ Pro Plan"
    • If confused, email [email protected] with your email

Alternative upgrade method: Go directly to: https://appenso.lemonsqueezy.com/drive-browser

Drive Integration Issues (CSV Export)

CSV Download Not Working

Problem: You right-click a file in Drive, use "Open with → Drive Browser" but the CSV doesn't download.

Cause: Drive Add-on context has limitations - it can't show modal dialogs for downloads.

Solutions:

Option 1: Use Sheets interface (Recommended)

Open Google Sheets Extensions → Drive Browser → Quick Export CSV export works perfectly from Sheets

Option 2: For small files (<1MB)

  • The CSV will download automatically as a data URL
  • Check your Downloads folder
  • If nothing appears, the file may be too large

Option 3: Follow instructions in card

  • Drive Browser will show instructions
  • Open the add-on from Sheets to complete download
  • Your export is saved and ready

Why this happens: Google's Drive Add-on framework doesn't support direct browser downloads. We're working on a better solution.

Export Session Expired

Problem: In Drive, after selecting files you see "Export session expired" error.

Cause: Drive context stores state in PropertiesService with a 1-hour timeout. If you wait too long between steps, the session expires.

Solution:

  1. Start fresh:

    • Right-click your files again in Drive
    • Select "Open with → Drive Browser" again
    • Complete the export within the hour

  2. Use Sheets instead for complex exports:

    • Open Google Sheets
    • Use Drive Browser from Extensions menu
    • No time limit on Sheets-based exports

Prevention:
Complete Drive exports in one session. Don't leave the card open and come back hours later.

Automation Issues

Automation Not Running

Problem: You enabled automation but exports aren't happening on schedule.

Checklist:

  1. Is automation actually enabled? Settings → Check status Should say: "✓ Automation Enabled"

  2. Is your Pro subscription active? Check sidebar footer Should show: "✓ Pro Plan" (not "Trial")

  3. Has the scheduled time passed? Check: "Next export: Tomorrow 9 AM" Wait until after that time

  4. Check for error emails:

    • Look in your inbox for "Export Failed" emails
    • Check spam/junk folder too

Solutions:

  1. Re-enable automation:

Open Settings Click "Disable Automation" Wait 5 seconds Click "Enable Automation" Confirm schedule is correct

  1. Verify trigger exists:

    • Go to Extensions → Apps Script
    • Click Triggers (clock icon) in left sidebar
    • Look for "resumeChunkedExportFromTrigger" or similar
    • If missing, re-enable automation

  2. Check quota:

    • Apps Script has daily quotas
    • If exceeded, automation pauses until reset (midnight Pacific)
    • Reduce frequency if this happens often

Still not working? Email [email protected] with:

  • Your email address
  • Spreadsheet link (with sharing enabled)
  • Expected schedule

Performance Issues

Exports Are Very Slow

Problem: Export takes 5+ minutes for just 100 files.

Causes and fixes:

  1. "Calculate folder sizes" enabled:

    • This option adds significant time
    • Disable unless you specifically need folder sizes
    • Settings → Uncheck "Calculate folder sizes"

  2. Too many metadata fields:

    • Each field adds processing time
    • Use Quick Presets for common needs
    • Settings → Choose Fields → Use "Basic" preset

  3. Large files being processed:

    • Files over 1GB take longer to process
    • This is normal
    • Progress bar may pause at certain files

  4. Network connectivity:

    • Slow internet affects export speed
    • Try again with better connection
    • Exports continue even if you close the browser

Expected speeds:

  • 100 files: 10-30 seconds
  • 1,000 files: 2-4 minutes
  • 10,000+ files: Uses chunked export, may take hours (runs in background)

Getting More Help

Before Contacting Support

Try these steps first:

  1. ✓ Check this troubleshooting guide
  2. ✓ Clear cache and refresh
  3. ✓ Try a different browser
  4. ✓ Check your internet connection
  5. ✓ Verify your subscription status

How to Get Help

Email Support:
📧 [email protected]

Include in your email:

  • Your Google account email
  • Description of the problem
  • Steps you've already tried
  • Screenshots if applicable
  • Error messages (exact text)

Response times:

  • Trial users: Within 48 hours
  • Pro users: Within 24 hours (priority support)

Other Resources:

  • 📚 Help Center: https://appenso.com/help/drive-browser
  • 🎥 Video Tutorials: https://appenso.com/videos/drive-browser
  • 💬 Community Forum: https://community.appenso.com

Quick Reference: Error Codes

| Error | Meaning | Solution | |-------|---------|----------| | ERR_QUOTA_EXCEEDED | Daily limit reached | Wait 24 hours | | ERR_PERMISSION_DENIED | No file access | Check permissions | | ERR_INVALID_CONFIG | Bad settings | Reset to defaults | | ERR_TRIAL_LIMIT | Over 100 files | Reduce files or upgrade | | ERR_NETWORK | Connection issue | Check internet | | ERR_TIMEOUT | Took too long | Will auto-resume | | ERR_STATE_EXPIRED | Session timeout | Start over |

Still stuck? Don't hesitate to reach out. We're here to help! 📧 [email protected]

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