SugarSync has serious crashing problems

It looks like the competition between dropbox and SugarSync is pretty much decided. At least from my perspective. As I have commented elsewhere, there are serious problems with synching in sugarsync. I was hoping that this would be resolved soon, but it looks like SugarSync does not even intend to solve the problem (at least not generally), as these instructions from the sugarsync FAQ indicate:

Files can get stuck in the upload or download queue if there is any sort of confusion between data in your account and data on the SugarSync servers.

The easiest possible solution is to exit from SugarSync Manager (choose File > Exit) and then restart it.

Hello? That might be a pragmatic thing to do, but why does it happen in the first place?

If that doesn’t work, open a “stuck” file, make a trivial edit, and then save it to trigger a new upload.

Oh, so what kind of “trivial edit” would you suggest I make to my favourite mp3 song or journal-article in pdf format??

If that doesn’t work, you can reset the local database:

  1. Open SugarSync Manager.
  2. For Windows computers, press and hold Ctrl + Shift + R. For Mac computers, press and hold Cmd + Shift + R.
  3. Select Yes when asked “You are about to reset SugarSync Manager on this computer. Your local configuration information will be erased and the client will restart as a fresh install. Your files will not be affected. Are you sure you want to continue?”
  4. Launch SugarSync Manager.
  5. Enter your SugarSync email and password when prompted to login. Important: When asked if you want to restore your sync folders that were selected in the previous installation, select Yes. (This option is checked by default.)

So, in a nutshell: we have no clue what is causing this serious failure of the central function of our service, so we recommend you just spend some of your time fiddling around a bit, maybe you can get it to work on your computer, but we can’t fix it for everyone. Oh, and of course we can assist you if you send us your logfiles which conatains the file names of all the files you are trying to sync:

If none of these steps resolved the problem, please send us log files from the affected computers(s).

Yes, thank you. I did that and I am very curious about what kind of resply I will be getting…

To conclude: I am starting to understand why people are willing to pay so much more for a dropbox account. It’s because it works…
Edit: To be fair, I should mention that dropbox has a serious security issue: although your files are encrypted, dropbox employees have – in principle – access to them, even without your password (and contrary to what dropbox stated on their website until 13 April 2011). In brief: dropbox was lying to its customers. – Well, so where do we go now? Maybe Spideroak?
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3 thoughts on “SugarSync has serious crashing problems

  1. Six years later and SugarSync still sucks. It’s customer support still sucks. Files still get stuck. Uploads and downloads take for freakin’ ever. SugarSync would be a great service if it worked, but it doesn’t. It deserves to die.

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