If uploads from your mobile device are slow, paused, or only progress when the screen is on, this guide will help you resolve the issue.
These symptoms can happen if background uploads are restricted, permissions are disabled, or the app is attempting to upload a large file.
If camera uploads or manual uploads aren’t completing on Android, try the following steps:
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Uninstall and reinstall the Sync app.
This refreshes the connection and clears any temporary upload issues. -
Check app permissions.
Go to Settings > Apps > Sync > Permissions and make sure Storage and Notifications permissions are turned on. -
Disable Battery Optimization for Sync.
Go to Settings > Battery > Battery Optimization, find Sync, and set it to Don’t optimize.
Also check that Sync isn’t listed under Deep sleep apps. Third-party “task killer” or battery-saver apps can also stop background uploads, disable these if possible. -
Check for stuck uploads.
Open the Manage Uploads window in the Sync app. If any files appear stuck, try uploading them manually to clear the queue. -
Check your network connection.
Switch between Wi-Fi and mobile data, or try another network. -
Free up storage space.
Ensure there’s available space on your device, free space is required for uploads to complete. If a large file appears to be stuck, try uploading a smaller file to confirm connectivity.
If the issue continues after following these steps, keep the app open and running for at least 15 minutes, then contact our support team for further assistance.
If camera uploads or manual uploads are slow or not progressing on iOS, follow these steps:
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Uninstall and reinstall the Sync app.
This can help reset app permissions and resolve upload issues. -
Enable background uploading.
Go to iPhone Settings > Sync > Location and set it to Always. This allows Sync to complete uploads when the app is running in the background. -
Check iCloud upload settings.
If the Upload from iCloud option is enabled, it may interfere with uploads. Try disabling it temporarily. -
Check for stuck uploads.
In the Sync app, open Manage Uploads to see if any files are stuck. Try re-uploading the affected file manually to clear the queue. -
Check your network connection.
Switch between Wi-Fi and mobile data, or try another network. -
Free up storage space.
Ensure there’s enough available storage on your device to complete the upload. You can test by uploading a smaller file first.
If uploads still fail after trying these steps, keep the app running for at least 15 minutes, then contact our support team for further assistance.