Sync incident
Syncing issues affecting a subset of Sync users running the Legacy desktop app
Sync experienced a minor incident on December 12, 2022 affecting Windows Desktop and Links and 1 more component, lasting 7h 39m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 12, 2022, 02:21 PM UTC
Sync users running the legacy 1.3.x version of the Sync desktop app may be experiencing syncing issues with the error message: "Sync Cannot Connect to the Network". Our engineering team is investigating and working towards a solution to get this issue resolved as soon as possible.
- identified Dec 12, 2022, 03:35 PM UTC
Our engineering team has identified the cause of the connections errors impacting the legacy 1.3.x version of the Sync desktop app, and we are currently testing a fix.
- monitoring Dec 12, 2022, 08:05 PM UTC
Our engineering team has applied a fix to address the issues impacting customers using the 1.3.x version of the Sync desktop app and are monitoring. You should be able to connect to Sync without error now.
- resolved Dec 12, 2022, 10:01 PM UTC
Service is now restored, with the majority of impacted user accounts successfully syncing across all applications. Next steps: Our Customer Service team continues to work through a backlog of inquiries related to the outage. It may take a few more days for our team to reply to everyone. We are working on it and you will hear from us. If you're still experiencing syncing issues with your account please open a new ticket here: https://www.sync.com/support/ With service restored our team is turning our focus to server side improvements to mitigate further service disruptions, including a top-down review of all actions leading up to this event.