Troubleshooting syncing issues in Sync APP (Mac)

In this article, you will learn how to troubleshoot the basic problems that might happen in Sync APP, including:

 

Connection Test

  1. Right-click on the Sync APP icon on the Mac menu bar.

  2. Click [Preferences].

preferences.png

3. After entering the [Preferences] page, select [Network] on the upper tab.

4. Click [Connection test] at the bottom left of the screen.

5. After clicking the button, the system will detect the connection and confirm whether it is normal. If the connection is normal, the message "Connecting..." will display.

MAC_connection_test.png

 

Check for the latest version

  1. Right-click on the Sync APP icon on the Mac menu bar.

  2. Click [Preferences].

  3. After entering the [Preferences] page, select [Account] on the upper tab.

  4. Click [check version] at the bottom.

  5. If your app is running on the latest version, the message [You already have the latest version!] will display.

MAC_version.png

 

Check your sync status

If you find your files between your computer and the cloud are not synced, you can go to [Status] to check whether the synchronization is still in progress.

  1. Right-click on the Sync APP icon on the Mac menu bar.

  2. Click [Preferences].

  3. After entering the [Preferences] page, select [Status] on the upper tab.

  4. You will be able to view the current synchronization status on [Sync record].

  5. You can also click [Error record] to check if there is any file that failed to upload/download.

MAC_sync_status.png

 

Check your files

Any of the following will cause the file to be unable to sync :

  • The file is being opened by another application.

  • The file exceeds your single file upload size limit.

 

Check your sync path

The sync path can not be set as follows:

  • External hard drive folder

  • The entire root of a drive

  • The entire Desktop directory

 

Fix sync error

If you find your files between your computer and the cloud are not synced, you can click [Fix sync error] :

  1. Right-click on the Sync APP icon on the Mac menu bar.

  2. Click [Fix sync error].

MAC_fix_sync_error.png

3. Click [Confirm] in the pop-up window.

MAC_fix_sync_error_2.png

4. After the message "Restore complete!" appears, click [Confirm] and wait for at least 20 minutes. The actual completion time will increase or decrease depending on the number of files.

MAC_fix_sync_error_3.png

5. After the [Status] shows that the synchronization is complete, check if the files have been synced successfully.

MAC_sync_status.png

 

Reinstall the sync app

You can also try uninstalling and reinstalling the sync APP to solve the problem.

  1. On the left menu of Finder, click [Applications].
    In the application, find ASUS WebStorage, and drag the APP to the Trash.

  2. Reboot your computer.

  3. Install the latest version of the application.
    Click here to download the latest version of the Sync APP.

  4. Wait for the sync to complete again.

  5. Wait for the synchronization to be complete.

 

Contact ASUS WebStorage Support Team

If you have tried the above methods, but the problems remain, please fill out a problem report form to contact ASUS WebStorage Support Team.
Please includes your "operating system version" and "occurrence date and time" in the problem report form. The following is what we recommend you provide in the "Description" and "Upload File" sections. Providing complete information will effectively speed up the problem resolution:

  • The Sync APP version

  • Full screenshot of error message

  • Full screenshot of the [Status] Page

  • Detailed operation steps

  • LOG files
    How to get log files??

  1. Left-click on the icon in the menu bar and select [Preferences].

  2. After entering the setting page, select [Account] on the upper tab to enter the account page.

  3. After entering the account page, click [Get log file].

MAC_log.png

4. Compress the log folder into a zip file and attach it to the problem report form.

MAC_compress_log.png

 

 

 

 

 

 

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