This issue has been resolved by our engineers. If you still have existing files stuck in the uploads, please see our support article here to run our tool to fix those files.
Posted Sep 19, 2022 - 09:33 PDT
Monitoring
We appreciate your patience and apologize that a permanent resolution is taking longer than expected. We expect this to be resolved in the next few weeks, and any stuck files will upload properly automatically; no update for the desktop app is needed. You should not see any new stuck files at this point. Please see our support article to work around any existing stuck uploads here.
Posted Aug 23, 2022 - 08:41 PDT
Update
We now have a new version of SugarSync that includes a tool you can run as a workaround to allow any stuck files to upload properly. Please see our support article here. Our engineers are continuing to work on a permanent solution.
Posted Aug 08, 2022 - 09:15 PDT
Identified
If you have a long list of files, or files that can't be edited, such as images, PDFs, etc., our technical support team can schedule a remote session to help resolve this by running a tool to fix those files. Please let us know approximately how many files are stuck and your availability for a remote session. Please contact support to submit a ticket, if you don't already have an ongoing ticket.
If you only have a few, editable files, such as Word docs, Excel spreadsheets, text files, etc., changing the files even slightly and saving them should allow them to properly upload without a remote session.
Once again, we appreciate your patience as we resolve this.
Posted Jul 12, 2022 - 14:13 PDT
Update
Please try modifying/saving the stuck files which should allow them to upload. Please contact support for further assistance, if you don't already have an ongoing ticket. Once again, we appreciate your patience as we resolve this.
Posted Jun 29, 2022 - 07:48 PDT
Update
Please try modifying/saving the stuck files which should allow them to upload. Please contact support for further assistance, if you don't have a ticket ongoing already. Once again, we appreciate your patience as we resolve this.
Posted Jun 29, 2022 - 07:46 PDT
Update
We appreciate your patience and apologize that our engineers' investigation is taking longer than expected. Please try modifying/saving the stuck files (e.g., adding a word to a document, cropping an image, etc.) which should allow them to upload.
Posted Jun 23, 2022 - 10:04 PDT
Update
We appreciate your patience while our engineers continue their investigation. Some customers have had success modifying/saving the stuck files (e.g., adding a word to a document, cropping an image, etc.) to allow them to upload.
Posted Jun 16, 2022 - 09:21 PDT
Update
We appreciate your patience while our engineers continue their ongoing investigation of this issue that is affecting a small subset of our customers.
Posted Jun 13, 2022 - 09:21 PDT
Update
Our engineers are still investigating this issue We appreciate your continued patience as we try to resolve this.
Posted Jun 10, 2022 - 15:07 PDT
Update
Our engineers are still investigating the issue of stuck uploads for some customers. We do appreciate your patience as we try to resolve this.
Posted Jun 09, 2022 - 09:00 PDT
Update
Our engineers are continuing to investigate the issue for some users where files appear to be stuck in the upload queue or say "Waiting to add" in the Folders view. We appreciate your patience.
Posted Jun 07, 2022 - 07:55 PDT
Update
We are continuing to investigate this issue.
Posted Jun 06, 2022 - 08:01 PDT
Investigating
Our engineers are currently investigating an issue where some customers are seeing files that appear to be stuck in the upload queue or say "Waiting to add" in the Folders view. We appreciate your patience as we try to resolve this.