Failed to Sync Email(s) - Error with Windows folder permissions

When you log into Evolve you get the following error and/or it seems emails aren't filing to Evolve - Failed to Sync Email(s).

The Issue:

The folders that contain the emails to be filed are stored in the user's Windows AppData profile (%appdata%\Documatics\Conversations). There seems to be something locking these folders so that they can be opened even by a domain Adminstrator User.

So far we have seen this issue in sites with Windows 10, the Creator 1709 Update and the Antivirus program WebRoot. But that may change as Microsoft and other companies push out these security updates


Documatics can not provide a resolution as it is outside the bounds of the Evolve application. We can only direct you to review the weblink below like below for assistance. Or if you use a different Antivirus following up with them if there is a known issue with Windows 10.

Found an article with related error if the site is using the antivirus Webroot and Creator 1709

Until IT have resolved the issue, it might best to use Drag and Drop until the issue is resolved. 

Clear the locked folders:

Again this is outside the bounds of Evolve, but so far IT have only been able to delete these locked folders by starting the PC in Safe Mode.

On screen error on the startup of the client.


Evolve Client log error:

2018-01-16 09:23:24,376 [13] ERROR CMS [(null)] - System.UnauthorizedAccessException: Access to the path 'C:\Users\Stephen\AppData\Roaming\Documatics\Conversations\ad735bf0-a45c-4c14-9980-6c88ebfeea3f\-7874716118613127653' is denied.
  at System.IO.__Error.WinIOError(Int32 errorCode, String maybeFullPath)
  at System.IO.FileSystemEnumerableIterator`1.CommonInit()
  at System.IO.FileSystemEnumerableIterator`1..ctor(String path, String originalUserPath, String searchPattern, SearchOption searchOption, SearchResultHandler`1 resultHandler, Boolean checkHost)
  at System.IO.Directory.GetFiles(String path)
  at CMS.Ui.Office.AddIns.MailItemUtil.get_PendingConversations()
  at CMS.Ui.Outlook.OutlookBridgeHost.OnTimerElapsed(Object sender, ElapsedEventArgs e)

Examples of on screen errors trying to access, delete or move the effected Windows folders:

Also effected uninstall and reinstall of applications on the PC:

Installations error:


Have more questions? Submit a request


Please sign in to leave a comment.
Powered by Zendesk