If you're seeing the error message "cannot connect to the network", the issue is most often related to a network, SSL certificate, or app version problem. In some cases, Sync may also appear stuck or unable to finish syncing.
Follow the steps below to identify and resolve the issue.
1. Update to the latest version of the Sync desktop app
Before troubleshooting further, make sure you're running the latest version of the Sync desktop app. Installing the latest updates can resolve known sync and connectivity issues.
Install the latest version of the Sync desktop app.
If you run into issues updating to the latest version, complete a full uninstall first, then reinstall the app.
2. Enable third-party SSL certificates and restart the app
If the issue continues, make sure third-party SSL certificates are enabled in the Sync desktop app.
- Click the Sync icon on the Windows system tray or the Mac menu bar.
- Click the Settings icon (⚙︎).
- Select Preferences from the menu.
Open the Network tab.
Check the box next to Allow third-party SSL certificates.
Restart the Sync desktop app.
Once the app has restarted, check whether the connection issue is resolved.
3. Check the Progress tab and remove any stuck files
If a stuck file is causing the issue, use the Progress tab in the Sync app to identify whether a file is stuck uploading or downloading:
Click the Sync icon in your Windows system tray or Mac menu bar.
Click the Gear icon.
Select Preferences.
Open the Progress tab. Learn more
Look for any files that appear to be stuck.
Double-click a file to open its location.
Once you've located the affected file, follow the steps below based on where the file is stuck:
If the file is on your computer (local):
Move the file out of your Sync folder, for example to your desktop.
Wait for the Sync app to finish syncing. The app should return to "Up to date" or stop indexing.
Once complete, move the file back into your Sync folder to retry the upload.
If the file is in the cloud:
Sign in to the Sync web panel and download the file manually.
Place the file into the corresponding location in your local Sync folder, where it was supposed to download.
Still having trouble? Contact support.
If the error persists after waiting, contact our support team with details about what took place when the error occurred so this can be investigated further.