Support
Support
Write to us, or look up the message you are seeing.
Get in touch
Email innovation [at] karpinity.com and a human will read it.
Reporting a problem
To help us find the cause, please include:
- the ShareClone version, from the About window
- your macOS version
- what you did
- what you expected
- what happened
Never send passwords. ShareClone support will never ask for a password or a sign-in session.
If you attach part of the Activity log, check it first: it can contain file and folder names and the web address of your SharePoint library. Remove anything you do not want to share.
Troubleshooting
“Sign in again” appears
Your Microsoft session expired. Select the library and choose Sign In. Use your normal organization login. Downloaded files stay, and the sync continues afterwards.
“No connection”
ShareClone cannot reach your organization’s SharePoint. It waits and resumes automatically when the connection or VPN is back. No action is needed, but check your VPN if your organization requires one.
A library says “N need attention”
Some files could not be downloaded after repeated tries, for example because they were removed or are no longer permitted, or because macOS cannot store their names.
Open the library’s inspector or Activity to see each file and the reason in plain English. Fix the cause (permission, name) and run Sync again.
File or folder names are too long for macOS
macOS limits a single name to 255 bytes, and a whole path to a length that nested folders can exceed.
Choose a destination with a shorter path, for example directly in your home folder, or rename the item in SharePoint if you may. ShareClone is read-only and never renames files in SharePoint.
“Out of disk space”
Free space on the destination disk, or move the library’s local folder to a larger disk. The sync stops for that library and resumes when you sync again. Files already downloaded are kept, and partial files continue from where they stopped.
“Permission needed”
macOS or SharePoint denied access to a folder or file. Check that the destination folder is one you chose in ShareClone and that your account still has access in SharePoint.
Where is the Activity log?
Open ShareClone, then Activity: from a library’s inspector, “Activity”, or from the toolbar. It lists the newest event first, with one plain sentence per event and technical details you can expand.
The sync looks stuck at “Checking for changes”
Large libraries take minutes to scan in SharePoint. The item count keeps rising while it works, so give it time.
Purchases
Purchases are handled by Apple. These are the routes.
I paid but ShareClone Pro is not unlocked
If you paid but ShareClone Pro is not unlocked, open the purchase screen in ShareClone and choose Restore Purchases. Use the same Apple Account you bought with.
How do I cancel the yearly subscription?
Open System Settings, your name, Subscriptions (or the App Store app, your account, Subscriptions), choose ShareClone Pro and Cancel.
Cancel at least 24 hours before the end of the current period. Apple’s own page works too: apps.apple.com/account/subscriptions.
How do I get a refund?
Purchases are handled by Apple, so refunds are requested through Apple at reportaproblem.apple.com. If something is broken, write to us first.
What happens when the trial ends?
When the trial ends without a purchase, syncing pauses. Your libraries, downloaded files and settings stay exactly as they are. Nothing is deleted.
System requirements
- macOS 15 or later.
- An internet connection to sync. Downloaded files are available offline.
- A Microsoft 365 or SharePoint Online account with access to the library.
- ShareClone is built for SharePoint Online. We make no claim for on-premises SharePoint Server.