Files Troubleshooting

Diagnose issues related to the Files tab, shared storage, imports, and opening files.

Files Tab Not Available or Shows Error

Problem

• The Files tab is not available or shows an error (for example, “File storage is not configured”).

Solutions

• Ensure the Sandbox Manager service is running and versions are compatible with the Launcher.
• Verify the policy defines at least one Storage Context at configuration.launch.runtime.files.contexts.
• Click the Retry button after fixing the configuration.
• Check launcher logs for connection errors.

Related

• Mounts & Shared Storage
• Modifications & Flags — Runtime settings
• Troubleshooting — Log Locations

Files Not Importing

Problem

• Drag‑and‑drop file import fails or shows errors.

Solutions

• Check available disk space on the target drive.
• Verify write permissions to the sandbox storage location.
• Review error details in the import dialog; try importing a single small file to isolate.
• Ensure file operation policies allow import for the file extension (no explicit deny).

Related

• File Handling — File Policies
• Testing & Validation

Cannot Open Files

Problem

• Clicking files does not open them or shows an error.

Solutions

• Ensure an application policy includes a relevant file association or a centralized fileHandlers rule exists for the extension/verb.
• Verify the handler application is installed and discoverable via Start Menu/Desktop shortcut scan.
• Confirm the application policy’s matchAll/matchAny rules can resolve the executable (path/name and, if present, high‑assurance matchers).
• Ensure file operation policies allow open (no explicit deny for the extension).

Related

• File Handling — centralized handlers, associations, policies
• Authorization & Visibility
• Policy — Discovery scope

Import Progress and Errors

Notes

• Large imports show a progress dialog (overall progress, current file, estimated remaining, cancel).
• On failure, review the filename, error message, and details; choose Try Again, Skip, or Cancel.

Secure Storage Posture Failures

Problem

• The Files tab or launches are blocked with errors indicating insecure or unsupported storage posture (examples: “storage path rejected: not NTFS”, “UNC path rejected”, “removable media encryption required”, “ACL too permissive”, “source not in allowlist”, “BitLocker/EFS not detected”, “path not found”).

Solutions

• Not NTFS (FAT/exFAT or other FS)
  • Move the storage to an NTFS volume.
  • Reconfigure configuration.launch.runtime.files.contexts[].source to point to the NTFS path.
  • See: Secure Sandbox Storage — Security requirements and best practices
• UNC or network path
  • Use a local NTFS path; UNC/network paths are not supported for Secure Sandbox storage.
  • Update policy to a local path (e.g., D:\TurboSandbox\Shared).
• Removable media encryption required
  • Enable BitLocker (or hardware encryption) on the device and unlock before use.
  • Ensure policy sets runtime.devices.removableMedia.encryptionRequired: true and the device is included in allowedDevices.
  • See: Secure Sandbox Storage — Removable media (enforced encryption and allowlists)
• Storage ACL too permissive
  • Harden NTFS ACLs at the storage root:
    • Allow: SYSTEM, the launcher user/service identity (and optionally Administrators).
    • Remove write access for broad principals (Everyone, Authenticated Users, Users).
    • Disable inheritance at the root and propagate explicit ACEs.
  • See: Secure Sandbox Storage — Security requirements and best practices
• Source not in enterprise allowlist
  • Adjust enterprise templates (allowedSourcePatterns) to include the intended path or choose an allowed path that matches the template.
  • Verify environment variables expand into an allowed, local NTFS path.
  • See: Configuration Templates
• BitLocker or EFS not detected (when required)
  • For fixed disks, enable BitLocker volume protection.
  • For per‑directory encryption, enable EFS on the folder and ensure the current user has the EFS key.
  • Re‑run posture validation after enabling encryption.
• Drive letter changed; path not found
  • Prefer Volume GUID paths to avoid drive‑letter churn (e.g., \\?\Volume{GUID}\TurboSandbox\Shared).
  • Update environment variables (if used) to the correct path.
  • See: Secure Sandbox Storage — Volume GUID paths (stable identifiers)
• Variable resolution issues
  • Ensure required environment variables are defined and resolve at validation time (e.g., %TURBO_SECURE_STORAGE%).
  • Avoid credentials variables for paths; use ENV for path roots.
• Policy changes not picked up
  • Click Retry in the Files tab after updating configuration or restart the Launcher/Sandbox Service.

Related

• Secure Sandbox Storage
• Runtime Configuration — Security & Placement
• Device‑level Settings
• Configuration Templates

Storage Context Visibility Issues

Context Not Available

• The Context picker shows a context as unavailable, or it is hidden entirely after a policy update.

Solutions

• Confirm the context passes security posture checks (NTFS, encryption, ACLs, allowlists). See: Secure Sandbox Storage.
• Check context visibility conditions in policy:
  • visibility.abac requirements may not be satisfied for the current user/session.
  • visibility.os might exclude the current operating system.
• Ensure the source path exists and is accessible; create or mount the path as required.
• Review enterprise template allowlists (allowedSourcePatterns).
• Check Launcher logs for validation details.

Some Contexts Are Missing

• Expected contexts do not appear in the picker.

Solutions

• Verify each item under configuration.launch.runtime.files.contexts has a unique id and valid shape (label, source, destination, options).
• Ensure configuration.launch.runtime.files.defaultContextId (if set) matches one of the defined context ids.
• Confirm policy delivery succeeded and press Retry in the Files tab.
• Review visibility conditions and posture validation as above.

Refresh

• The file list updates automatically every 30 seconds.
• Press F5 to refresh manually.