If the Sync desktop app is running slowly, getting stuck, or keeps pausing, there are a few quick steps you can try to get it working again.
Before you begin:
Before troubleshooting, check a few basic things that can affect performance:
Internet connection: Make sure your computer is connected to a stable, high-speed network. Sync relies on an active internet connection to upload and download files.
Available disk space: Ensure your local hard drive has enough free space. If your disk is full, Sync may not be able to copy or download files.
Other resource-heavy apps: Running multiple large applications at once can slow down system performance. Try closing any unnecessary programs and restarting your computer.
If everything looks fine, continue with the steps below.
1. Check that you’re running the latest version
Performance issues can sometimes occur if you’re using an outdated version of the Sync desktop app.
Open the Sync app on your computer.
Select the Settings (⚙︎) icon.
Choose Preferences, then check the Account tab to view what version your running.
Compare it to the latest version listed here.
If your version is out of date, follow the same link to download and install the newest version.
2. Uninstall and reinstall the Sync desktop app
If the app is still pausing or running slowly, reinstalling it can help reset everything.
To uninstall, follow the steps here: How to uninstall the Sync desktop app
To reinstall, download and install the latest version here
After reinstalling, sign back in to your Sync account and allow time for your files to re-index.
Still having trouble?
If the issue persists after reinstalling, please contact our support team with details about your operating system (Windows or macOS) and what you’re experiencing. Our team can investigate further.