Troubleshooting

Login, Password, and 2FA

• Help with signing in
• Why can't I reset my password?
• How to resolve “request expired” error during password reset
• Password reset error: “reset does not exist”
• Reset Password Error: #8130
• Why am I being prompted to update my password?
• See all 17 articles

Syncing Issues

• How to resolve files not syncing or stuck indexing in Sync
• How do I stop Windows Firewall and Defender from blocking Sync?
• Why aren't certain files on my computer syncing?
• Processing Changes Error: #1680
• Troubleshooting files reappearing or reverting to old locations
• Troubleshooting syncing issues when too many devices are connected
• See all 9 articles

Installation and Desktop Apps

• Troubleshooting Installation Errors
• Updating from an unsupported version of the Sync desktop app
• How do I check what version of the Sync Desktop app I'm running?
• How to use the repair tool to resolve Sync desktop issues
• How can I remove 'conflict' files from the Sync folder?
• I can't find the Sync desktop application on my computer
• See all 26 articles

Upload, Download, and Speed

• How do I download/export all my Sync data?
• How to monitor your file upload and download progress
• Troubleshooting slow upload and download speeds
• Is there a limit, or maximum file size?
• How to resolve the “Absent in cloud” error
• Server Error: incorrectdigest

Sharing (Links and Shared Folders)

• What is a conflicted file copy?
• Why am I seeing a “Failed Decryption” error?
• Why am I being asked for a verification code when joining a shared folder?
• Reporting suspicious shared content
• What is a READONLY-CONFLICT file?
• How do I bookmark a Secure Link?
• See all 22 articles

Files and Storage

• Supported file types for previews, thumbnails, and streaming
• Advanced Syncing Features Availability
• General limits when using Sync
• How do I rename a file or folder in Sync?
• How to resolve incorrect storage calculation issues
• How do I clear the Sync cache on my desktop?
• See all 8 articles

Mobile App

• General troubleshooting for the Sync mobile app
• Troubleshooting the "playback failed" error
• Troubleshooting upload issues on mobile devices
• File list display issue on mobile device
• Photos showing as HEIC instead of JPEG/JPG