If you see the error “Initialize failed: There is a problem with the Sync app” when installing or updating the Sync desktop app, an older, unsupported version of Sync may still be installed on your computer.
To resolve the issue, fully uninstall the existing Sync desktop app, then install the latest version.
Windows
- Download and run the Sync uninstaller: https://sync.com/download/sync-uninstaller.exe
- Follow the prompts to fully remove the Sync desktop app.
- Download and install the latest version of Sync: https://www.sync.com/install/
- Open the Sync desktop app and sign in to your account.
MacOS
- Download and run the Sync uninstaller: https://www.sync.com/download/sync-uninstaller.dmg
- Follow the prompts to fully remove the Sync desktop app.
- Download and install the latest version of Sync: https://www.sync.com/install/
- Open the Sync desktop app and sign in to your account.
Still having trouble?
If you continue to see the “Initialize failed: There is a problem with the Sync app” error after completing a full uninstall and reinstall, please contact our Support Team with details about what took place when the error occurred so this can be investigated further.