Troubleshooting syncing issues in Sync APP (Windows)

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 in the Windows taskbar.

2. Move the cursor to [Support], and click [Connection test].

sync_APP_connection_test.png

3. The system will detect the connection and confirm whether It is normal. If the connection is normal, the message [Test connection succeed] will be displayed.

sync_APP_connection_test_2.png

 

 

Check for the latest version

  1. Right-click on the Sync APP icon in the Windows taskbar.

  2. Move the cursor to [Support], and click [Version update check].

sync_APP_version_update_check.png

3. If the app is running on the latest version, the message[You already have the latest version!] will be displayed.

sync_APP_version_update_check2.png

4. If you need to update the app, you will see the message [Go to Download].

 

 

Check your sync status

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

  1. Right-click on the ASUS WebStorage icon in the lower right corner of the Windows taskbar and select [Settings].

sync_app_settings.png

2. After entering the setting page, select [Status] on the left tab to enter the status page.

3. You will be able to view the current synchronization status on the status page.

Syncing_status.png

4. When synchronization is completed, a green dot will appear at the lower left corner of each file/folder. And you will be able to view them on the ASUS WebStrage web version. (Please be mindful that the folder may already show a green dot, but the files within it are still syncing.)

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Check your files

Any of the following will cause the file to fail to sync:

  • The characters in the filename are not compatible with the Windows operating system.

  • The filename character exceeds the Windows operating system length limit: the maximum allowed length is 255 characters.

  • The characters in the path where the file is located exceed the Windows operating system length limit: the maximum allowed length is 260 characters.

  • The file is a system file or temporary data.

  • 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 (such as C:\ or D:)

  • The entire Desktop directory (C:\Users\username\Desktop)

 

 

Fix sync error

If your data on the computer and the cloud are not updated, you can perform the [Fix sync error] function:

  1. Right-click on the Sync APP icon in the Windows taskbar.

  2. Move the cursor to [Support], and click [Fix sync error].

sync_APP_fix_sync_error.png

3. After the window appears the message: "Connecting to server in checking syncronized filed… ". Please click [OK] and wait for at least 20 minutes. The actual completion time depends on the number of files.

4. After the [Status] shows that the sync is complete, check to see if the file has been synced successfully.

Syncing_status.png

 

 

Reinstall the sync app

You can also try uninstalling and reinstalling the sync APP, then check to see if your file syncs to ASUS WebStoage.

  1. Remove Sync App from your PC.
    Step1. In the search box of the taskbar, type "control" and select it from the results.
    Step2. Select [Programs] > [Programs and Features].
    Step3. Then long-press (or right-click) Sync APP and select Uninstall or Uninstall/Change. Then follow the directions on the screen.

  2. Reboot your computer.

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

  4. 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.
Please includes your "operating system version" and "occurrence date and time" in the problem report.
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. Right-click on the Sync APP icon in the Windows taskbar.

  2. Move the cursor to [Support], and click [Get log file].

sync_APP_get_log_files.png

3. You will be directed to C:\Users\User name\AppData\Roaming\ASUS WebStorage\Logs. Please compress all the files in this "Logs" folder into a zip file and share it with us.

 

 

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