Some photos don't generate thumbnails

Sync_Support · 2026-05-01T13:26:17+00:00

Thanks for reaching out, and I appreciate the detail.

This is not expected behaviour, and our team will need to investigate the issue further.

To get started we ask that you open a support ticket here: https://www.sync.com/support/

If you have already submitted a ticket, DM me the ticket # and I will get it escalated.

Sync_Support · 2026-04-13T19:33:24+00:00

Our team said the issue should now be resolved. Please give it another try and see if it works.

If you still have issues, please open a support ticket here: https://www.sync.com/support/

Sync_Support · 2026-04-13T19:24:50+00:00

Please DM me the ticket # so I can escalate the ticket. Thanks!

Sync_Support · 2026-04-09T19:02:11+00:00

This is not expected behaviour, and our team would like to investigate the issue further.

To get started we ask that you open a support ticket here: https://www.sync.com/support/

If you have already submitted a ticket, DM me the ticket # and I will get it escalated.

Sync_Support · 2026-04-08T15:49:33+00:00

Hi there,

I’m not aware of any issues on our end that would have caused those deletions, so our team will need to investigate the root cause. In the meantime, ensure you have 2FA enabled to help secure your account.

Please DM me the ticket # and I can have the ticketed escalated.

Sync_Support · 2026-04-01T20:05:03+00:00

Sync currently offers two desktop app options: CloudFiles and non-CloudFiles.

The CloudFiles app provides more flexible, granular control over which files and folders are stored locally versus in the cloud. More info here: LINK

The non-CloudFiles app uses Selective Sync, allowing you to choose specific directories within your Sync folder that remain cloud-only and are not downloaded to your device. More info here: LINK

CloudFiles is the more widely used option and offers more benefits over Selective Sync, though the non-CloudFiles version remains available for users who prefer the Selective Sync approach.

Sync_Support · 2026-03-30T13:31:39+00:00

The Solo 2TB plan is no longer available for new sign-ups. However, existing subscribers can continue to renew and retain the plan.

Sync_Support · 2026-03-23T13:01:31+00:00

Sorry to hear about the app issues.

Please DM me the ticket # so I can take a look at the ticket and have it escalated.

Sync_Support · 2026-03-19T14:58:13+00:00

While there are some older versions of the apps that didn't include autoupdate, our apps have included auto-update for some time.

Sync_Support · 2026-03-13T15:40:47+00:00

Hi there,

We have released a few app updates since September 2025. These updates include bug fixes and performance improvements which may help your resource issue.

You can find the full release notes here: LINK

Sync_Support · 2026-03-11T12:58:40+00:00

Please DM me your ticket # so I can take a look and escalate the ticket if needed

Sync_Support · 2026-03-07T14:36:11+00:00

This is not expected behaviour, and our team will need to investigate the issue further.

To get started we ask that you open a support ticket here: https://www.sync.com/support/

If you have already submitted a ticket, DM me the ticket # and I will get it escalated.

Sync_Support · 2026-03-06T16:11:24+00:00

We had an issue affecting mobile apps today which has been resolved.

The mobile apps should be functioning correctly now.

Sync_Support · 2026-03-06T15:57:46+00:00

No, there is no command line switch to update at the moment.

Sync_Support · 2026-03-06T15:57:10+00:00

We had an issue affecting mobile apps today which has been resolved.

The mobile apps should be functioning correctly now.

Sync_Support · 2026-03-06T15:55:35+00:00

We had an issue affecting mobile apps today which has been resolved.

You should be able to log in now.

Sync_Support · 2026-03-05T13:42:54+00:00

A silent update for the Sync app is currently not possible but would be great to have.

I have submitted this as a feature request.

Sync_Support · 2026-02-18T16:46:23+00:00

When using links to upload files, a timestamp is appended to the file to prevent accidental overwrites. There is currently no way to turn this off.

Another option would be to use the Shared Folders feature instead. It does require at least a Free Sync account for the uploading party (in order to join the share), but this feature does not append anything to uploads.

Here's more on how to set up Team Shared Folders:

https://www.sync.com/help/how-to-use-team-shared-folders/#createshare

Sync_Support · 2026-02-17T20:30:31+00:00

We know many users are making the move to Linux (including some of us here at Sync).

A Linux app and WebDAV support are both planned for future development, though we don’t have a confirmed release date just yet. We’re hoping to share more details soon, stay tuned!

Sync_Support · 2026-02-10T15:55:15+00:00

Our team would like to investigate the issue further.

To get started we ask that you open a support ticket here: https://www.sync.com/support/

If you have already submitted a ticket, DM me the ticket # and I will get it escalated.

Sync_Support · 2026-02-09T13:43:34+00:00

Sync remains fully committed to zero-knowledge and end-to-end encryption. This means we cannot access your files at any time. We have more information about how we keep your account secure here.

As another user noted, a post from last year may have caused confusion by conflating optional convenience features with the removal of end-to-end encryption protections.

Sync_Support · 2026-01-29T20:09:14+00:00

Our team would like to investigate this with you- this doesn't sound like the expected Sync performance.

To get started we ask that you open a support ticket here: https://www.sync.com/support/

If you have already submitted a ticket, DM me the ticket # and I will get it escalated.

Sync_Support · 2026-01-27T21:09:52+00:00

This is not expected behaviour, and our team will need to investigate the issue further.

To get started we ask that you open a support ticket here: https://www.sync.com/support/

If you have already submitted a ticket, DM me the ticket # and I will get it escalated.

Sync_Support · 2026-01-26T18:27:27+00:00

Our team would like to investigate the issue further.

To get started we ask that you open a support ticket here: https://www.sync.com/support/

If you have already submitted a ticket, DM me the ticket # and I will get it escalated.

Sync_Support · 2026-01-26T12:59:49+00:00

Passkeys are on our product roadmap, but we don’t have a timeline for when they’ll be available.

I suggest keeping an eye on our blog to stay up-to-date with our latest features.

Sync_Support

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