If you're seeing the error message "Sync cannot connect to the network", or your Sync app appears stuck, it's often caused by a file that can't upload or download properly. This can happen with:
A file in your local Sync folder that is stuck trying to upload
A file in the cloud that is stuck trying to download
Follow the steps below to identify and resolve the issue.
1. Check the Progress tab
Use the Progress tab in the Sync app to see which files may be stuck:
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.
2. Remove the stuck files
Once you've located the affected files:
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:
Navigate to the 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.