Troubleshooting slow upload and download speeds

There may be instances where you experience slow transfer speeds when uploading or downloading files using the Sync apps or web panel. The Sync apps do not specifically limit transfer speed, however, there are factors that can impact performance, including:

If you're noticing reduced upload or download speeds on a specific platform, the following sections provide platform-based troubleshooting:

The number of files being transferred 

When uploading thousands of files simultaneously, it can take Sync some time to index the files before the transfer begins. The time it takes depends on your computer’s hardware and the number of files and subfolders being uploaded, especially if the folder structure is deeply nested (meaning folders within folders, several levels deep).

Troubleshooting Steps:

  • If you're just getting started with Sync, we recommend beginning with a small batch of files to test your setup. If you notice that a single file transfers quickly, try uploading your files in smaller batches for better performance.

  • For large volumes of files, we strongly recommend using the Sync desktop app to transfer your data. The desktop app includes optimizations specifically designed to handle large volumes of data efficiently.

  • If you're already using the desktop app, make sure you're running the latest version to ensure the best possible performance. Here’s how to check which version you're running. Update by downloading the latest version here.

  • When transferring a large number of files, give it time. The app may take longer to process, especially at the beginning. We also recommend keeping your computer awake for at least 24 hours to allow Sync enough time to complete the transfer. See How do I prepare my computer for Sync? for additional setup tips that can help improve performance.

The size of the files being transferred

Before a file is uploaded, the Sync app performs a data integrity check and encrypts the file to ensure it’s secure during transfer. For larger files, this process may take some time, and during that period, it might appear as though the app isn’t actively transferring data.

Troubleshooting Steps:

  • As a test, try transferring one large file instead of many at once. This can make it easier to monitor the upload process and identify any issues.
  • For large files like videos or backup volumes, we strongly recommend using the Sync desktop app to transfer your data. The desktop app includes optimizations for large files including auto-resume.

Your internet connection speed

Internet service providers (ISPs) typically provide fast download speeds and slower upload speeds. This means that when uploading, your own internet connection may be a bottleneck. This can be exacerbated if you have multiple devices using the internet simultaneously (eg. uploading to Sync while watching Netflix, and playing Call of Duty).

Troubleshooting Steps: 

  • Confirm is your local transfer speeds by running a speed test. 
  • Try uploading from another network (work, home, or mobile).
  • Try shutting down additional services while you upload to Sync.
  • If you have multiple devices connected to Sync, try pausing or quitting Sync on all but one device to see if the speed improves on the one device. 

Your location

Our data centers are located in North America. If you're accessing Sync from a different region (particularly from the other side of the world), network latency and internet congestion may impact transfer speeds.

We’re actively working on expanding our global infrastructure to improve performance for users worldwide.

Antivirus software / realtime file scanning

Antivirus software with real-time file scanning may slow down your transfers to Sync, especially during file uploads or large batch transfers. These applications may lock your files while performing a scan, which blocks Sync from uploading.

Troubleshooting Steps:

  • As a test, try temporarily disabling real-time scanning features to see if Sync performance improves. If you notice a speed increase, your antivirus may be interfering with file transfers.
  • If you're using Windows, Microsoft Defender may be enabled by default, which includes real-time protection. You can temporarily disable it or add Sync as an exception by completing the following: 

    1. Click the Start button, type "Windows Security", and open the app.

    2. In the sidebar, click "Virus & threat protection".

    3. Scroll down and click "Manage settings" under the Virus & threat protection settings section.

    4. Scroll down to the Exclusions section and click "Add or remove exclusions."

    5. Click "Add an exclusion" and choose one of the following:

      • File
      • Folder
      • File type
      • Process
    6. Select the item you want to exclude using the file browser or by typing it in, and confirm the action. You might be asked to approve the change through User Account Control.

Refer to out anti-virus articles for more information. 

Sync system status

In rare instances, slow upload speeds may be due to system maintenance we're performing. You can check our system status page to confirm whether there are any ongoing issues on our end.

Troubleshooting slow uploads in the web panel

If you are uploading over 500MB or more than 100 files at once, we recommend using the Sync desktop app for the fastest upload speeds.

Troubleshooting slow uploads in the desktop app

If your uploads seem unusually slow while using the Sync desktop app, there are a few steps you can take to identify and resolve the issue.

Troubleshooting Steps: 

  • As a test, try transferring one large file instead of many at once. This can make it easier to monitor the upload process and identify any issues.

Troubleshooting slow uploads in the mobile app

If you’re experiencing slow upload speeds while using the Sync mobile app, there are a few common factors that might be contributing to the issue. Mobile devices can be affected by network stability, background processes (like VPNs or antivirus apps), and app-level issues.

Troubleshooting Steps: 

  1. First, try uninstalling and then reinstalling the Sync mobile app. This can resolve potential issues with app performance or configuration.

  2. Next, temporarily disable any VPN or mobile antivirus software, as these can sometimes interfere with the upload process or reduce transfer speeds.

  3. If the problem persists, try connecting to a different Wi-Fi or mobile data network. A weak or unstable connection can significantly impact upload performance.

    • If the issue only occurs when connected to a specific wifi network, reach out to your network administrator. 
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