How do I reset my SugarSync?

Answer

To use the desktop app, first make sure that your computer is connected to the Internet. Next, check whether SugarSync has launched properly when you booted up your computer. If not, it may be because you have selected this in the app preferences and need set these options on startup.

How to Activate the SugarSync Add on

You can make a full reset of your SugarSync on your account homepage on the web. Please note that this will remove all files from your device.

How do I delete all my data?

To erase all data from devices, you can go to the Advanced Settings page and click “Erase All Data” for each device you want to delete. Make sure you back up important files before selecting this option. You should also check if there are any documents or photos that you would like to keep as they will be permanently deleted when selecting this option [Articles]. Do not forget to click “Save Changes” at the end of the process! If you’ve selected Erase All Data for many devices in one session, we advise you to wait for the system to complete syncing before navigating away from this page.

How do I cancel my account?

To quit SugarSync, please contact our Support Team. We will need your Account Info (email address and password) as well as a valid reason why you want to cancel your account [Articles]. Your files are yours and belong to you even after you leave SugarSync so we will not delete them for you but we can remove all traces of your account on our servers. Please note that canceling your account does not automatically erase data on devices or in-app because each device is responsible for its own data management. Please refer to the article below if you would like more information about this topic. Also, please note that once you have canceled your account, it cannot be reactivated. Please make sure you have backed up all data before taking this step [Articles].

Performing A Remote Wipe With SugarSync

I would like to erase data from my devices, how do I do this?

You can erase and restore your SugarSync app on any of your devices by going to the Settings menu in the app. On iOS, Android, and Windows Phone, go to Preferences > Manage Devices then select the device(s) you would like to delete. If you are on OS X or macOS, go to Preferences > Deactivate Account. This will delete all files from that specific device but keep them stored in our servers so they will be accessible from other devices.

How do I wipe my device?

To erase and restore your SugarSync app on any of your devices by going to the Settings menu in the app. On iOS, Android, and Windows Phone, go to Preferences > Manage Devices then select the device(s) you would like to delete. If you are on OS X or macOS, go to Preferences > Deactivate Account. This will delete all files from that specific device but keep them stored in our servers so they will be accessible from other devices.

Why does SugarSync reset when launching a camera roll?

We recently added an option for users to “Clear Camera Roll” which removes and erases photos from a mobile device’s photo roll if they have been backed up to SugarSync. This is a useful tool for some of our users because it allows them to delete sensitive or personal photos from their device’s photo roll but keep the copies in SugarSync at the same time.

Why does my browser get reset?

If you are using Chrome as your default browser, we have noticed that sometimes after installing new extensions on Chrome, Safari will be removed as a secondary option and replaced with Chrome on macOS [Articles]. We’ve tracked this issue down to an old version of Firefox Sync Server which is our plug-in for browsing synchronization; if you’re running OS X 10.5 (Leopard), we recommend updating Firefox Sync Server to the latest version which fixes this problem. There are also some known issues with Firefox Sync Server in OS X 10.6 (Snow Leopard) [Articles] and 10.7 (Lion) [Articles].

Why does my browser get reset when I restart my computer?

This problem has been reported by a few users on macOS Sierra [Articles], but if you are experiencing this issue, please contact our Support Team who can help solve it for you! We have also identified the problem: the system is unable to sync data correctly through your default browser so we suggest using Safari as your default browser until we release an update that fixes this issue.

When I move files between different devices, they just seem to disappear – how do I fix this?

This problem is usually caused by an error in SugarSync’s server-side sync engine. We’ve identified the root cause of this issue and are working to find a fix as soon as possible. In the meantime, we recommend using your computer or a different mobile device to move your files around, because it is most likely that they will display correctly there without any interference from our servers. If you’re unable to access the files on your computer but can access them on your other devices, then please contact Support so we can fix the problem for you!

I just upgraded my version of SugarSync but it’s still displaying an older version number

Although upgrading has been reported to result in a distribution of versions throughout SugarSync users, your account is not affected by this distribution. Your version will display the correct number regardless of what version your SugarSync app is displaying. If you are seeing a problem with SugarSync, please contact Support so we can help fix the issue for you!

My device was wiped, my browser reset or something else happened and I don’t know how to fix it – what should I do?

If you’re having problems with SugarSync and some files on your mobile device have disappeared or an extension has been added which has caused Safari to be reset as a secondary browser, there are some easy steps you can take to get back up and running again before contacting us:

Confirm that all your files are still available in the SugarSync web interface

If you’re using a Mac, try uninstalling and reinstalling the extension. You’ll find it under Preferences in Safari > Extensions. It’s called “SugarSync Browser Extension” [Articles].

Try turning off syncing of individual files or folders on your computer that are missing from your mobile device. To do this, go to My Computer > Preferences and turn off Syncing for the file(s) that aren’t showing up on your mobile devices. Then restart SugarSync and open those files/folders from the local folder directly instead of opening them through SugarSync so that they can be backed up again.