Sync Troubleshooting
Fix common synchronization issues and get your files syncing properly again.
Check Sync Status
First, check what the sync status icon shows:
Green checkmark
Everything is synced and up to date
Sync arrows
Sync is in progress
Pause icon
Sync is paused (click to resume)
Warning/Error
There's an issue - click for details
Files Not Syncing
Step 1: Check Connection
- Verify you have internet access
- Check if you can access cloud.felicloud.com in your browser
- If using VPN or firewall, ensure Felicloud traffic is allowed
Step 2: Check Storage
- Verify you haven't exceeded your cloud storage quota
- Check that you have enough local disk space
Step 3: Restart Sync
1. Pause and Resume
Click the Felicloud icon → Pause sync → Wait 10 seconds → Resume sync.
2. Restart the App
Quit the Felicloud app completely and restart it.
Sync Conflicts
Conflicts occur when the same file is modified on multiple devices before syncing:
document.docx
document (conflicted copy 2024-01-15 John).docx
How to Resolve
1. Compare Both Files
Open both the original and the conflicted copy to see the differences.
2. Merge Changes
Manually combine the changes you want to keep into one file.
3. Delete the Conflict
Delete the conflicted copy file once you've merged the changes.
Slow Sync Speed
If sync is working but very slow:
Check Bandwidth Limits
Settings → Network → Make sure bandwidth isn't limited too low
Large Files
Very large files take longer. Check the activity log to see progress.
Many Small Files
Thousands of small files can be slower than fewer large files. Consider zipping archives.
Internet Speed
Test your internet speed at speedtest.net. Slow upload speeds especially affect sync.
Permission Errors
"Permission denied" or "Access denied" errors:
- Make sure another program isn't using the file
- On Windows, run Felicloud as administrator temporarily
- Check folder permissions on the sync folder
- Ensure your user account owns the sync folder
File Name Issues
Some file names can cause sync problems:
Problematic Characters
\ / : * ? " < > | - Not allowed on Windows
. at start - Hidden files, may cause issues
Very long names (>255 characters) - May fail on some systems
Trailing spaces or dots - Windows removes these
1. Find Problematic Files
Check the Felicloud log for files that failed to sync.
2. Rename Files
Rename files to remove special characters. Use dashes or underscores instead.
Reset Sync Database
If other solutions don't work, resetting the sync database can help:
1. Close Felicloud
Quit the Felicloud app completely.
2. Remove Account (Don't Delete Files)
Open Felicloud → Settings → Account → Remove account. Choose "Keep files locally".
3. Add Account Again
Add your account back and point it to the same folder. It will rescan and sync.
Mobile App Sync Issues
Auto-Upload Not Working
- Check that auto-upload is enabled in settings
- Verify WiFi-only setting if you're on mobile data
- On iOS, ensure background app refresh is enabled
- On Android, disable battery optimization for Felicloud
Files Not Loading
- Pull down to refresh the file list
- Check your internet connection
- Clear app cache in Settings → Storage
- Log out and log back in
Getting Help
If you still have issues:
1. Check the Logs
Click the Felicloud icon → Activity/Log to see recent sync activity and errors.
2. Export Logs
Settings → Advanced → Create Debug Archive. This creates a file you can share with support.
3. Contact Support
Visit our support page and describe your issue. Include the log file if possible.
Still Need Help?
Our support team is available to assist you with any questions or issues you may have.