For Resilio Sync v3, direct technical support is not available. We kindly encourage you to explore our community forum and Help Center for assistance with functionality-related questions. For inquiries regarding payments or licensing, please use our web form
1. Turn on Debug Logging.
Desktops and Android: Go to Sync Preferences > Advanced and activate "Enable debug logging". Alternatively, on Mac and Windows, you can hold shift + right-click Sync icon in system tray and select "Enable Debug Logging".
If you have many files please consider increasing your log size after you turned debug logging on.
All platforms: another way to enable debug logging is to create debug.txt file containing FFFFFFFF in the Sync storage folder.
To make sure debug logging is enabled, restart Sync.
2. Reproduce issue
Please let Sync collect logs for at least 15 minutes to get enough information.
3. Attach log file to your email in reply to the support ticket.
Log files are named "sync.log" and "sync.log.<some number>.zip":
They are stored at:
Windows:
C:\Users\user_name\AppData\Roaming\Resilio Sync . It will be Resilio Sync Service folder if you run Sync as service.
Sync running as service with LocalService:
C:\Windows\ServiceProfiles\LocalService\AppData\Roaming\Resilio Sync Service
Sync running as service with Local System:
C:\Windows\System32\config\systemprofile\AppData\Roaming\Resilio Sync Service
Mac: /Users/user_name/Library/Application Support/Resilio Sync (Library folder is hidden by default. To learn how to make hidden files visible on Mac, click here)
Linux: ./sync folder near rslsync binary or in the current directory. If you launch Sync with a config, that will be the "storage_path" defined there. If you install Sync package, logs will be in /var/lib/resilio-sync or /home/username/.config/resilio-sync/storage if launched as current user.
If you are using a NAS, see this article.
If you're using an Android, see this guide.
4. E-mail us logs and describe your issue
Upload logs to support web portal and we will help you to resolve your issue. Describe your issue in message and if you get redirected to this article from Forums - please also mention the link to the forum.
Only 20Mb attachments are allowed. If your logs are bigger than that, please tell support to give you a link to upload the logs.