If the Sync mobile app isn’t working as expected, try the steps below to rule out common problems and restore normal operation.
Rule out local security software
VPNs, firewalls, and antivirus apps can sometimes interfere with Sync’s ability to connect or transfer data.
To check:
On your mobile device, confirm whether you have any VPN, firewall, or antivirus app running.
If so, temporarily disable them and try using the Sync app again.
If the issue is resolved, add Sync to your security app’s allowed list before re-enabling it.
Reinstall the Sync app
Reinstalling the app ensures you’re using the latest version and that any corrupted settings or cached data are cleared.
To reinstall:
Delete the Sync app from your device.
Visit the App Store (iOS) or Google Play Store (Android) and download Sync again.
Open the app and sign in with your Sync account credentials.
Check your network connection
Ensure you have a stable internet connection before signing in or uploading files.
Tips:
Try switching between Wi-Fi and cellular data.
Move closer to your Wi-Fi router or disable low-data modes (such as iOS “Low Data Mode” or Android “Data Saver”).
Avoid public Wi-Fi networks that may restrict cloud services.
Verify app permissions
Sync requires access to storage, photos, and network functions to operate correctly.
To check:
Go to your device Settings > Sync.
Make sure Storage (or Files and Media) and Network permissions are allowed.
Restart your device
Restarting your phone can resolve temporary network or system issues affecting the Sync app.
Still having trouble? Contact support.
If you’ve tried all the steps above and are still experiencing issues, contact our support team. Include details about your device (model and OS version), what’s happening in the app, and any error messages you see.