Help Center


My files have stopped syncing...


If you find that Sync has stopped synchronizing and not all of the files are synced, there are a few things you can do.

First of all, check if peers are still connected. To do it, make sure your "Peers" column is visible, and click the "X of Y peers" link. Gray peers are disconnected. If that's the case, you may need follow these steps to get your peers communicating.

If peers are connected, check the connection status: is it Synced or showing upload/download queue. 


Synced
If the connection status shows as 'Synced', the following two problems may exist:

Not all of your files were indexed. Check availability of the files on the uploading peer and make sure that Sync has permission to access those files.
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Files get filtered by .sync\IgnoreList file on all peers. 

Showing upload/download.
If the connection status shows as 'Upload/Download', the following problems may exist:

Files are locked/protected by other applications. Double click on the connected peer (PC/Mac) and see which files are in sync queue. Go to the files and make sure that they are not being used by other applications, security software, encryption tools or the system itself.

- Syncing between different system encoding. Check if the file names have any special symbols and check that the files are in UTF-8, the encoding that Sync understands. 

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The filename or path is too long. On Mac, the max allowed character length is 1024 bytes, while on Windows and Linux it’s 255 bytes. 

Try re-adding the folder to Sync. Devices cannot merge folder trees, so re-indexing this folder may be required. You can do this by simply removing and re-adding the folder. 

If Sync encounters file system errors it will abandon syncing. We advise running a disk check and searching for bad hard drive sectors. Also, it's a good idea to see if all drives are mounted properly.

- Files are being ignored by a peer.  Please check the IgnoreList on each. 

Sync doesn’t receive notifications about file change. Try "touching" or updating the files. 

The device that is downloading has run out of free space. Try making some room on the device/drive that is nearing max capacity or designating a different drive for the synced folder. 

Partially downloaded files remain on the receiving device. If for some reason sychronization stopped, and some files were not fully downloaded, i.e. remained in folder with .bts extension, so when syncing is resumed, these files were not fully downloaded. Before resuming synchronization, remove the .bts files and resume syncronization.  

Incorrect time settings. Make sure that time difference between devices is not more that 10 minutes. We recommend running timediff check.

If none of the above listed solutions works, please, collect the logs from all peers and send them to Support Team.

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