Support

  • 2
  • Problem
  • Updated 9 months ago
  • (Edited)

I have been using this product for many years now and was happy with it
until the last 3 months. My company has experienced so many problems with files not syncing, app’s that conflict with each other such as desktop and the map sync. Support has been terrible. Waits have been over 1 hour just to speak to someone not including time for them to remote in and fix a problem. Our calls are routed depending on the day to foreign people which who I can’t understand. Each support staff seems to have a different solution to the same syncing problem we have been having. They keep blaming Microsoft and are not responsible for fixing their own problem. I have hours and hours into this. Is my time not worth anything especially the employees in our company that are having the same challenges.

Photo of Michael Sutter

Michael Sutter

  • 1 Post
  • 0 Reply Likes

Posted 9 months ago

  • 2
Photo of Leo

Leo, Official Rep

  • 382 Posts
  • 25 Reply Likes
Hi Michael,

I'm sorry to hear about the problems you are having with the Sync and Drive Mapper applications.  Do you have more detail about the syncing problem that you are having?  Some syncing problems can be caused by different things. 

For example, you can take a problem of "My file/folder isn't syncing." 

The cause behind that can range from needing to move the folder into the folder structure being synced, to connectivity issues, to not having the right permissions in the folder involved anymore, to having permissions issues in the local folder, and so on.  It could be as common as "your firewall is blocking things" to something as esoteric as "FIPS is turned on for Windows and you need to turn it off, because it blocks the hash Sync uses to verify you changed your file."  If you have multiple things going on that are affecting the problem then it's not surprising if there are multiple solutions that need to be applied.  
(Edited)