Troubleshooting

Login, Password, and 2FA

• Why am I being billed in a different currency?
• Troubleshooting the "2505 Key Stretch Failed" error
• Password reset error: “reset does not exist”
• Reset Password Error: #8130
• "Device is Suspended" Error Message
• What happens when your Sync account is closed
• See all 15 articles

Syncing Issues

• Troubleshooting syncing issues when too many devices are connected
• Troubleshooting files reappearing or reverting to old locations
• Can I use Sync with Scrivener?
• Error: cannot connect to network
• Processing Changes Error: #1680
• Why do my files have an .icloud extension?
• See all 9 articles

Installation and Desktop Apps

• Error: #1639
• Troubleshooting the “Your Sync folder is unexpectedly empty” error
• Error: 0x800701DB
• Why is the Sync desktop app running slowly or pausing?
• Installation Error: #1602
• How to resolve a "sentry DLL” error
• See all 26 articles

Upload, Download, and Speed

• How do I download all my data before closing my Sync account?
• 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)

• Error: #1000
• Error #8102: This email is already in use
• Error #8031: Link has reached daily download limit
• Why am I being asked for a verification code when joining a shared folder?
• Why am I seeing a “Failed Decryption” error?
• Suspended Link Error: #8025
• See all 22 articles

Files and Storage

• Preview Error: "options.documentID"
• 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?
• See all 7 articles

Mobile App

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