Sync Failed or Missing Documents from DMS in Eve

Last updated: June 26, 2026

Overview

This article resolves issues when documents from your connected Document Management System (DMS) are not appearing in Eve or are marked as "Sync Failed." These symptoms typically occur when folders are deleted or moved in your DMS, when Eve's automatic nightly sync encounters errors, or when your DMS provider applies rate limiting. This can affect case workflows by preventing Eve from accessing the latest materials needed for AI-driven outputs.

Before You Start — Diagnosis

Confirm the following before attempting any fixes:

  • Check whether the affected documents are marked as "Sync Failed" in Eve

  • Verify whether the source folder in your DMS still exists at its original location

  • Confirm whether Eve has completed at least one automatic sync cycle since the documents were added to your DMS (syncs occur nightly)

  • Check whether other documents from the same DMS folder are syncing successfully

  • Verify whether your DMS is currently experiencing performance issues or downtime

Fixes

Possible Cause: Synced Folder Was Deleted or Moved in Your DMS

Cause: When a folder that Eve is monitoring is deleted or moved in your DMS, the associated files remain accessible in Eve but will be marked as "Sync Failed" because Eve can no longer access the original source location.

Steps:

  1. Go to the integrations page in Eve

  2. Locate your DMS integration card

  3. Click the gear icon to view the folders Eve currently has access to

  4. Select a new folder for Eve to monitor (choose the new location if the folder was moved, or select a different active folder if it was deleted)

  5. Confirm your selection

Expected Outcome: Eve will begin syncing the new folder on the next nightly sync cycle. Previously marked "Sync Failed" documents will remain accessible in Eve, and new documents from the selected folder will sync successfully going forward.

Possible Cause: Documents Have Not Yet Been Synced

Cause: Eve automatically syncs selected folders and files on a nightly basis. If documents were added to your DMS recently, they may not yet have appeared in Eve because the next automatic sync has not occurred.

Steps:

  1. Navigate to the matter in Eve where the documents should appear

  2. Initiate a manual sync from within the matter by clicking "Resync"

resync example.png

  1. Wait for the sync to complete

Expected Outcome: The documents will appear in Eve immediately after the manual sync completes. If the documents still do not appear, verify that they are located in a folder Eve has access to.

Possible Cause: DMS Provider Rate Limiting or Performance Issues

Cause: Your DMS provider may impose rate limits or experience performance constraints that temporarily prevent Eve from accessing documents. Eve operates within standard usage limits, but your DMS provider controls these thresholds.

Steps:

  1. Check your DMS provider's status page or contact their support team to confirm whether rate limiting or performance issues are occurring

  2. If rate limiting is confirmed, wait for the limit to reset (typically within 24 hours)

  3. If performance issues persist, contact your Customer Success Manager to review your sync configuration

Expected Outcome: Once the rate limit resets or performance issues are resolved, Eve's next automatic sync will complete successfully and documents will appear in Eve.

Possible Cause: DMS Integration Is Disabled or Paused

Cause: The DMS integration may have been manually disabled or paused through Eve's settings, preventing any documents from syncing.

Steps:

  1. Go to the integrations page in Eve

  2. Locate your DMS integration card

  3. Check whether the integration status shows as disabled or paused

  4. If disabled, re-enable the integration

  5. If paused, resume syncing

Expected Outcome: The integration status will show as active, and Eve will resume syncing documents on the next nightly sync cycle. You can also initiate a manual sync immediately from within a matter.

Possible Cause: DMS Is Not Supported or Custom Integration Not Configured

Cause: If your DMS is not one of Eve's standard supported systems (OneDrive, Google Drive, Dropbox, SharePoint, NetDocs, Clio Documents, Growpath, CasePacer, SmartAdvocate, Litify Docrio), documents will not sync unless a custom OpenAPI-enabled integration has been configured.

Steps:

  1. Verify whether your DMS is one of Eve's standard supported systems

  2. If your DMS is not supported, contact your Customer Success Manager to:

- Explore whether a custom OpenAPI-enabled integration is possible for your system

- Log an integration request for future consideration if custom development is not immediately available

  1. If a custom integration is possible, work with your IT team to configure the necessary OpenAPI access and authorization

Expected Outcome: If your DMS is supported and properly connected, syncing will resume. If a custom integration is required, your Customer Success Manager will guide you through the configuration process or log your request to inform Eve's integration roadmap.