If files aren’t appearing across devices or uploads seem stuck, there may be an issue preventing Sync from working as expected. Try the steps below if you’re experiencing any of the following:
- Files you’ve added on one device aren’t appearing on another.
- Updates to shared folders aren’t visible to collaborators.
- Files uploaded from mobile aren’t showing up on your desktop.
- Sync appears to be idle or stuck after files are added.
- Only some files are syncing, while others are being skipped.
Sync is not syncing across devices or uploading my files
Ensure you're running the latest version of the Sync app:
If the Sync desktop app is running on your computer, you may be able to resolve syncing issues by manually updating the app to the latest version.
Check Sync status for stuck files and errors:
The Sync desktop app provides notifications when there are file syncing issues. Notifications include a brief description, an error code, and a link to additional troubleshooting steps. Learn how to check your syncing status.
Check antivirus and firewall software:
Sometimes security software can interfere with Sync’s ability to connect to the internet or upload files. Make sure Sync is set as an allowed application in your antivirus and firewall settings.
Ensure you're working from the Sync folder:
For Sync to transfer your files, they must be saved directly in the Sync folder on your computer. Files stored elsewhere such as in your “My Documents” or “Downloads” folders will not sync automatically. How to find the Sync folder.
Ensure you have enough storage space on your device:
Low available disk space on your computer can cause syncing to fail or stall unexpectedly. Additionally, Sync requires extra space to encrypt and process your files, especially during large uploads or folder shares.
- Confirm your computer has not run out of storage space. Here's how to check your storage on Windows and macOS.
- When transferring a file, try to ensure you have at least the same amount of free space on your local drive as the file you're trying to sync (e.g. 1 GB file requires 1 GB free space).
- If you're accepting a large shared folder, ensure your drive has enough capacity to handle the full download.
- Enable CloudFiles or use the Vault to free up space.
Check company IT network restrictions:
If you're connected to a managed network (such as at work, school, or a corporate environment), your IT department may have network policies in place that block Sync from connecting or uploading files. If you suspect this might be the case, contact your IT support team for assistance.
Check for moved or deleted files:
If a file is not syncing, it may have been deleted, moved, or renamed by you, a share folder collaborator, or because of a technical issue. Use deleted file recovery to locate deleted file, or use the events page in your Sync account to view recent activity and locate the last known location of a file. Additionally try searching for the file using its name (or part of it), in case it was renamed.
Check selective sync settings:
Selective Sync allows you to control which folders sync to your computer. Check your selective sync settings to rule out that this feature is not preventing your files and folders from syncing.
Are you syncing for the first time?
When you first install Sync and begin uploading your files, the app needs to scan and index all your data before it begins syncing across devices. This is normal behavior and may take some time depending on the number and size of files being added.
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Indexing is a one-time process and may take several minutes to hours if you're syncing a large number of files for the first time.
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To speed things up, make sure your computer stays awake and doesn’t go into sleep mode.
Are you having issues with syncing files in a team shared folder?
If shared content isn’t appearing in your Sync account, review the following troubleshooting steps:
- Sign in to Sync web panel and navigate to the Shares tab to confirm that you have accepted all share folder invitations and the share folder is listed.
If you don't see the share folder listed:
- Reach out to the share folder owner confirming your email address is spelt correctly, and get them to re-share the share folder invitation.
- Be sure you accept the invitation, which is sent to your email.
If you do see the share folder listed:
- Ensure your Sync desktop app on your computer is updated to the latest version.
- Ensure you are working out of the correct folder on your computer. Shared files usually appear in a specific folder designated by the sender.
- Trying using the desktop app search feature to find the file.
General Troubleshooting Checklist
| Checkpoint | Why it matters |
|---|---|
| Internet connection | Sync only works when online. |
| Restart computer or app | Clears hung processes and forces a fresh connection. |
| Update your Sync desktop app | Ensure your Sync app is up-to-date with the latest fixes and syncing optimization. |
| Clear cache | In the desktop app click the Sync icon, navigate to Preferences → Network tab → Clear Now under Disk Cache. Also try clearing your web browser cache. |
| Signed into the same account on all devices | Mismatched accounts won’t sync files. |
| Filename issues | Unsupported characters in file names, or extremely long names may block syncing. Try renaming your files, removing these characters. |
| Storage & local disk space | You need at least twice the file size free locally due to encryption overhead. |
| Device count | More than five devices syncing simultaneously can slow or queue transfers. Try temporarily turning off some devices until the others have synced. |
| Other sync apps running | iCloud, Dropbox, OneDrive, etc., can conflict with Sync. Temporarily quit these apps and restart Sync, to rule this out. Additionally, ensure these apps are not all syncing to the same folder. |
| Shortcuts, aliases, or symlinks | Not supported; always work with real files in your Sync folder. |
Still having issues? Contact Support.
If syncing continues to fail after completing these steps, please contact our support team with a detailed description of the issue.