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MyCase Drive FAQs & Troubleshooting
MyCase Drive FAQs & Troubleshooting

MyCase Drive enables fast and secure file management that seamlessly integrates your desktop with MyCase.

Ben Quagliani avatar
Written by Ben Quagliani
Updated over a week ago

MyCase Drive enables fast and secure file management that seamlessly integrates your desktop with MyCase. MyCase Drive is a virtual drive that can be installed on both PC and Mac computers. It works similarly to the desktop experience for OneDrive or Google Drive. All documents continue to be stored in the MyCase cloud and can be accessed, organized and managed directly from the computer’s File Explorer on your PC or Finder on your Mac. Any changes you make in MyCase Drive are automatically synced to the MyCase cloud and vice versa in a system designed for law firms.

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You must install MyCase Desktop on your computer in order to use MyCase Drive.

MyCase Drive FAQs
MyCase Drive Troubleshooting
How to Use MyCase Drive

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MyCase Drive FAQs

What is MyCase Drive?

MyCase Drive is a virtual drive that is installed on both PC and Mac computers. It works similarly to the desktop experience for OneDrive or Google Drive. All documents continue to be stored in the MyCase cloud and can be accessed, organized, and managed directly from the computer's File Explorer (PC) or Finder (Mac). Any changes that are made from MyCase Drive are automatically synced to the MyCase cloud and vice versa.

How can I access MyCase Drive?

MyCase Drive is a feature in MyCase Desktop, a desktop application that must be installed on each computer. MyCase Drive is only available to MyCase Advanced subscribers. Admin users can upgrade to Advanced in the Billing section of your settings in MyCase. Click here for more information on how to install and first use MyCase Desktop.

How secure is MyCase Drive?

MyCase Drive is as secure as our web application with bank-grade encryption. All documents are synced over TLS 2.0, and all data in transit has 256-bit encryption.

Are documents stored locally and/or accessible offline?

No, documents are not stored locally on the computer and do not take up disc space until they are opened on a computer. A user must remain online in order to access documents and sync them to MyCase. If a user loses internet access and tries to save changes back to MyCase, Drive will not re-attempt to sync the file once a user regains internet connection. We plan to make improvements to this functionality.

How are the top-level case folders added to MyCase Drive?

The case folders (with the name of the case) are automatically generated by MyCase. All open cases will have a case folder in Drive. When a new case is added, a new folder will be created for it in MyCase Drive. Please note that the case folder may take up to two minutes to appear. These folders cannot be moved or deleted by a user.

What cases are synced to MyCase Drive?

Only active cases are currently synced to MyCase Drive. We plan to release Dynamic Folder Structure where the firm can access files in Closed Cases in a separate folder from Open Cases.

How do I manage access to case folders in MyCase Drive?

MyCase Drive leverages the same case access permissions established in MyCase web. A user can only see case folders in MyCase Drive that they can see on MyCase web.

Does MyCase Drive recognize add, edit, and delete document permissions?

If a user does not have the add or edit permission in MyCase, any new or updated document will not be synced to MyCase (but their change will be reflected in their own MyCase Drive). If a user does not have the delete permission, any deletion action will not be synced to MyCase (but the file will be deleted from their own MyCase Drive).

How quickly are changes synced between MyCase Drive and MyCase Cloud?

Changes made from MyCase Drive are synced within seconds to the MyCase cloud so that everyone in the firm can see the change from MyCase web, their own MyCase Drive, or MyCase mobile.

Changes that are made from MyCase web, other firm members' MyCase Drive, or MyCase Mobile are synced to MyCase every two minutes.

What happens if two firm members are working on the same document at the same time?

MyCase Drive will not prevent two firm members from working on the same document at the same time. Each user will save their own version of the document back to MyCase. Only the last version will be available in MyCase Drive. All versions of the document will be available to download on the Document Details page in MyCase web, which will allow users to manually merge changes across multiple versions.

Why do some of my documents in MyCase Drive have numbers appended to them?

Unlike most document management systems, MyCase allows users to upload files with the same name. File Explorers / Finders do not support files with the same name. Therefore, MyCase Drive will append the document ID to the end of the file name when it is displayed in MyCase Drive. This does not change the actual file name.

What happens to files or folders I delete from MyCase Drive?

Files will be added to the MyCase Trash Bin, where firm members with the Document Restore permission can restore them if desired. Deleting folders in the app will add all files to the Trash Bin, but the folders will remain. Deletion of folders themselves is currently not supported in MyCase Drive.

What is the difference between File Sync, MyCase Desktop, and MyCase Drive?

MyCase File Sync has been renamed MyCase Desktop. MyCase Desktop is a desktop application that works for firms in the Pro and Advanced tiers. Basic subscribers cannot use MyCase Desktop.

Pro and Advanced subscribers can use MyCase Desktop (the feature previously called MyCase File Sync) to edit an existing document from MyCase web using the software of your choice. The changes you make to the document will then sync back to MyCase as a new document version. MyCase Desktop removes the need to upload/download documents to MyCase during editing. To learn more about MyCase Desktop, please visit our help article here.

MyCase Advanced subscribers can utilize a more seamless connection to their desktop with MyCase Drive, providing fast and easy desktop access to all case documents in one centralized cloud-based platform. MyCase Drive removes the need to manually upload or download case documents to MyCase again.

Why are eSignature documents missing from MyCase Drive?

We need to prevent users from editing documents that have been sent for signature in order to preserve the document being signed. This allows us to maintain compliance with related eSignature laws.

Is there a limit to the number of cases or documents that MyCase Drive can load?

We do not limit the number of cases or documents in MyCase Drive. However, we know that top-level Case Folders can take longer to load when the firm has 2,000+ active cases on weaker computers.

Is there a limit on the size of the files that I can upload via MyCase Drive?

Files larger than 4GB cannot be uploaded via MyCase Drive.

Why do I have two desktop applications by MyCase on my computer?

In some instances, you might have two desktop applications by MyCase on your desktop. They could both be MyCase Desktop, or one could be MyCase File Sync. This happens when the application was installed both via an installer (e.g., Drive beta app) and via the app store.
This should not cause any issues, but if it causes you concern, you can uninstall both apps and reinstall from the app store.

How can I migrate documents to MyCase using MyCase Drive?

MyCase Drive offers the ability to drag'n'drop folders full of documents into MyCase in bulk, significantly simplifying the document migration experience. You can learn more about our suggested best practices for migrating documents here.


MyCase Drive Troubleshooting

I can't access or see MyCase Drive in my File Explorer (PC) or Finder (Mac). How do I get it back?

  • Confirm you are logged in to MyCase Desktop. Go to your icon tray and right-click on the MyCase Desktop icon. If you see the Sign In option available to you, click it and log in to MyCase Desktop using your MyCase login credentials. If you do not see the Sign In option available, you are already logged in.

  • Confirm your computer is not blocking virtual drives. If you are a Windows user, hit the Windows key + R. In the box presented, type in “services.msc.” In the Services window presented, double-click on WebClient. In the modal presented, confirm your Startup type is set to Automatic. If it is not, use the dropdown menu to change it to Automatic, click Apply, and then click Start. Finally, restart MyCase Desktop.

  • Errors & Troubleshooting. Go to your icon tray and right click on the MyCase Desktop icon. Click Errors & Troubleshooting. Click Reset MyCase Drive on the dialog that opens. When prompted, log in to MyCase Desktop using your MyCase login credentials.

  • Confirm you do not have case names greater than 256 characters. Shorten your case names on mycase.com if necessary.

  • Check with your IT support to confirm that your firewall settings do not interfere with the use of virtual drives.

If, after taking the actions above, the issue persists, live chat with our Support team.

Why can't I install MyCase Desktop from the Windows App Store?

A small number of customers are not able to install MyCase Desktop from the Windows App Store. If this happens to you, please contact MyCase support for more information.

Some of my open cases, folders, and/or files are not appearing in MyCase.

Confirm the names of your missing cases, folders, and/or files are not greater than 256 characters. Shorten any names necessary on mycase.com. Then, restart MyCase Desktop. If the issue persists, live chat with our support team.

I am having problems with MyCase Drive, what should I do?

First, confirm that you are logged into MyCase Desktop

  • You can log into MyCase Desktop by searching for the application on your computer or clicking the MyCase icon from your quick start bar.

Next, go to your icon tray and right click on the MyCase Desktop icon. Click Errors & Troubleshooting. Click Reset MyCase Drive on the dialog that opens.
Finally, if issues still persist, please contact MyCase support.

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If issue persists, Quit MyCase Desktop.

What versions of Windows are supported for use with MyCase Drive?

Windows 8.1 or higher

What are the Usage Thresholds for MyCase Drive?

  • Total items (across all matters, contacts, and clients) 100,000

  • Contact folders (total across all contacts and clients) 2,000

  • Files in any given folder 2,000

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