If you're seeing a 9500 error when attempting to access or share a file or folder using a Sync link, it typically means that the encryption process for the shared content has not fully completed. This can prevent the link from functioning correctly.
What causes the 9500 error?
This error occurs when a file or folder has been selected for sharing before Sync has finished encrypting it. Encryption ensures your data is secured end-to-end before it’s made accessible through a shared link.
What you can do:
To allow the encryption process to finish, follow these steps:
Sign in to the Sync web panel:
Go to https://app.sync.com and sign in to your account.Keep the web panel open:
Navigate to the folder that was shared. Simply leaving the web panel open will allow background tasks, including encryption, to resume and complete.-
Ensure the desktop app is running (optional but recommended):
- If you have the Sync desktop app installed, make sure it is running and your computer is connected to the internet.
- The desktop app can help speed up the encryption process, especially for large files or folders.
Wait a few moments:
Encryption typically completes quickly, but may take longer for large or deeply nested folder structures. Once complete, the shared link will begin working as expected.
Still seeing the error?
If the 9500 error persists after completing the steps above:
Try refreshing the web panel and checking the folder again.
Verify that your internet connection is stable.
Contact our support team with the link and any relevant folder details.