How to resolve files not syncing or stuck indexing in Sync

If files aren’t appearing across devices, uploads are stuck, or Sync appears idle, there may be an issue preventing your files from syncing as expected. Follow the steps below to identify and resolve common causes. 

In this article:

Sync is stuck, idle, or files aren’t uploading/downloading

If Sync appears idle, uploads are stuck, or changes aren’t updating across devices, start with these checks:

Note: If updating doesn’t resolve the issue on Windows, run the Windows Repair Tool to fix common desktop app problems that can prevent syncing.

Low disk space or large transfers are preventing syncing

Low available disk space can cause syncing to fail or stall unexpectedly. Sync also 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.

Sync can’t access files (permissions, security software, or network restrictions)

If Sync can’t connect, upload, or read local items, security settings, file permissions, or managed networks may be blocking syncing.

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. 

A repeated READ error usually means Sync can’t access one or more local items due to a permissions issue. On your device, confirm you have read/write access to the affected files or folders in your Sync folder. Any items Sync can’t access should appear in the Progress tab so you can identify what needs permission updates.

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.

Files or folders are missing, moved, or not appearing

If specific content isn’t showing up, it may have been moved, renamed, deleted, or excluded by folder syncing settings.

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.

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. 

Files aren’t appearing in the web panel

If files aren’t showing up in the web panel, the issue may be related to your browser or installed extensions.

Try the following:

  • Open a new incognito (private) window in your usual browser and sign in to your Sync account. If files appear, an extension or add-on may be interfering.
  • Try a different browser (for example, if you use Chrome, test in Firefox, Edge, or Safari).

If files still don’t appear, clear your browser cache and cookies, then try again.

Sync is indexing your files (first-time setup)

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.

  • 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.
  • To speed things up, make sure your computer stays awake and doesn’t go into sleep mode.

Team shared folders aren’t updating in Sync

If shared content isn’t appearing in your Sync account, review the following troubleshooting steps:

Confirm the share invitation was accepted

  1. Sign in to the Sync web panel.

  2. Navigate to the Shares tab.

  3. Confirm the shared folder invitation has been accepted and the folder appears in your list of shares.

Check for removed shares (and rejoin)

If the shared folder was removed from your account, you may be able to rejoin it:

  1. Sign in to the Sync web panel.

  2. Go to the Shares tab.

  3. Scroll to the bottom of the page and locate the Removed section.

  4. Find the shared folder you want to restore.

  5. Click the vertical ellipsis menu (⋮) next to the share, then select Rejoin.

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. 
  • Try using the desktop app search feature to find the file. 

Review account events for the share:

You can use the Events log in the Sync web panel to track activity related to a shared folder (such as invites, file updates, or changes).

  1. Sign in to the Sync web panel.

  2. Navigate to Settings.

  3. Select Events.

  4. Use the search bar to find activity related to the shared folder or missing files.

Tip: If you’re not seeing the expected activity, check Events from both accounts involved:

  • The account that sent the share invitation (owner)

  • The account that received the invitation (member)

This can help confirm whether the invitation was accepted and whether files were added, moved, or removed.

Search for shared files using the Sync desktop app

You can also locate shared files quickly using the Search feature in the Sync desktop app. Learn more

Live application data, open files, file names, and databases

Sync may be unable to sync certain files while they’re in use by another application. This typically applies to:

  • Open files – If a file is currently open (for example, a Microsoft Word document), Sync may wait until it’s closed before syncing any changes. This prevents conflicts or incomplete uploads. If someone else has the file open and is making edits, those edits may not sync to your computer until the file is closed on their end.
  • Live application data – Some apps continuously access or write to files in the background. This includes programs like QuickBooks, Adobe Lightroom, and Logic Pro, which store project files or databases in an "always open" state. Because the file is constantly in use, Sync may be unable to access or update it reliably. In many cases, changes won’t sync unless the application is closed.
  • Databases and similar files – Databases and files that behave like databases (e.g., app-specific libraries or vaults) often have syncing limitations due to how they're structured and accessed. These file types are generally unsupported for real-time sync.
  • Filename issues – Unsupported characters in file names, or extremely long names may block syncing. Try renaming your files, removing these characters.

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, then go 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.
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.

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