Troubleshooting

Login, Password, and 2FA

• "Device is Suspended" Error Message
• What happens when your Sync account is closed
• Internal Server Error: #1681
• Help with signing in
• Regaining account access after losing your two-factor authentication (2FA) device or email
• How to resolve a 6001 Incorrect login error during sign in
• See all 10 articles

Syncing Issues

• Processing Changes Error: #1680
• Why do my files have an .icloud extension?
• Why aren't certain files on my computer syncing?
• How do I stop Windows Defender Firewall from blocking Sync in Windows 10?
• How to resolve files not syncing or stuck indexing in Sync
• How do I stop Windows Firewall and Defender from blocking Sync?

Installation and Desktop Apps

• Troubleshooting Installation Errors
• Installation Error: #3010
• How do I check what version of the Sync Desktop app I am running?
• Sync Desktop App Error Messages
• Why don't I see the Copy to Vault option?
• How to uninstall the Sync desktop application
• See all 20 articles

Upload, Download, and Speed

• Server Error: incorrectdigest
• How to monitor your file upload and download progress
• Troubleshooting slow upload and download speeds
• Is there a limit, or maximum file size?

Sharing (Links and Shared Folders)

• Internal Server Error: #9500
• Server Error: #1612
• File Preview Error: #9403
• File Preview Error: #3202
• Reporting suspicious shared content
• Help viewing links
• See all 11 articles

Files and Storage

• Advanced Syncing Features Availability
• Supported file types for previews, thumbnails, and streaming
• How to resolve incorrect storage calculation issues
• General limits when using Sync
• How do I rename a file or folder in Sync?
• Where are your servers located?
• See all 7 articles

Mobile App

• Photos showing as HEIC instead of JPEG/JPG