Fix an unavailable device
Check direct connections, shared folders and network permissions safely.
Start with both apps
Keep SyncKeeper running on both computers. Check that both versions are up to date and that the selected folders and drives are available. A device appearing online does not guarantee every transfer request can reach it.
Check the address and network
Use the active Wi-Fi or Ethernet address, not a VPN or virtual-adapter address. Try a manual address with the host IP and port shown in the invitation. Guest Wi-Fi, phone hotspots and router client isolation can prevent devices from reaching each other.
Review permissions
On macOS, check SyncKeeper’s network access permission in System Settings → Privacy & Security and allow access if listed. On Windows, allow the installed SyncKeeper application on the appropriate trusted network through Windows Firewall. Do not disable the firewall globally or expose the pairing port to the internet.
Collect useful support details
Open Settings diagnostics and note the Diagnostic ID, error text, app version and what you clicked. Include whether the problem occurs immediately or during a transfer. Contact support without sending license keys, security tokens or private folder contents.