Question 1

My files are not syncing. What should I check first?

Accepted Answer

Check your internet connection, verify the sync status icon in your system tray, ensure you have available disk space, check for file conflicts, and restart the desktop client. If sync is still not working, sign out and back in to the desktop client.

Question 2

Sync is running but it is very slow. How can I speed it up?

Accepted Answer

Slow sync is usually caused by bandwidth throttling or a large initial upload. Check if bandwidth throttling is enabled in the desktop client settings, pause and resume sync, and use Selective Sync to exclude large folders you don't need on this device.

Question 3

I see duplicate files with 'conflict' in the name. What does this mean?

Accepted Answer

A conflict file is created when two devices modify the same file simultaneously before either change can sync. AXIS CloudSync preserves both versions to prevent data loss. Review both versions, keep the one you want, and delete the other.

Question 4

A specific file is not syncing even though others are. Why?

Accepted Answer

Certain file types and names are excluded from sync by default, including temporary files (.tmp, .temp), system files, files with special characters in their names, and files over the size limit. Check the excluded extensions list in your admin console.

Question 5

What is the difference between the Thick Client and the Thin Client?

Accepted Answer

The Thick Client is a full desktop sync agent that caches files locally for offline access. The Thin Client is a lightweight agent for VDI, Citrix, and shared workstations where local file caching is not permitted — it provides on-demand access without storing files locally.

Question 6

The desktop client is not starting or crashes on launch. What should I do?

Accepted Answer

Restart your computer, check system requirements (Windows 10/11 or macOS 11+), run as administrator on Windows, reinstall the client, or check antivirus and firewall settings that may be blocking the application.

Question 7

The system tray icon is missing. How do I get it back?

Accepted Answer

On Windows, click the up arrow in the system tray to reveal hidden icons. If the icon is not there, the client may not be running — open the Start menu and launch AXIS CloudSync manually, or check if it is set to run at startup.

Question 8

How do I update the desktop client to the latest version?

Accepted Answer

The AXIS CloudSync desktop client does not auto-update by default. Log in to the web portal, go to Downloads, download the latest installer, and run it over your existing installation. Your files and settings will be preserved.

Question 9

My desktop client unregistered itself. Why does this happen?

Accepted Answer

The desktop client can unregister if the AXIS CloudSync folder was moved or deleted, if the computer's hostname changed, or after certain Windows updates. Re-register the client by signing in again through the desktop client setup wizard.

Question 10

I forgot my password. How do I reset it?

Accepted Answer

Go to your organization's AXIS CloudSync web portal login page and click Forgot Password. Enter your email address and follow the reset link sent to your inbox. If you don't receive the email, check your spam folder or contact your IT administrator.

Question 11

I am locked out because of Two-Step Authentication. How do I regain access?

Accepted Answer

If you cannot receive your Two-Step Authentication code, contact your IT administrator to temporarily disable 2FA on your account. If you are the administrator, contact AXIS CloudSync support to regain access.

Question 12

My account shows as suspended or I receive an 'Access Denied' error. What does this mean?

Accepted Answer

Account suspension can occur if your storage quota is exceeded, your subscription has lapsed, or your administrator has suspended your account. Contact your IT administrator to resolve the issue.

Question 13

I use Active Directory. Why can't I log in with my domain credentials?

Accepted Answer

Active Directory integration issues are usually configuration-related. Verify that AD sync is enabled in the Admin Console, confirm your domain credentials are correct, and ensure the AD connector service is running. Contact your IT administrator if the issue persists.

Question 14

How do I upgrade or downgrade my plan?

Accepted Answer

Plan changes are handled by the AXIS CloudSync team. Contact support at support@axiscloudsync.com or call 1-866-232-2211 to request a plan change. Changes typically take effect at the start of the next billing cycle.

Question 15

How do I cancel my subscription?

Accepted Answer

Cancellations are processed by the AXIS CloudSync team. Contact support at support@axiscloudsync.com or call 1-866-232-2211 to initiate a cancellation. Review your contract terms for any notice period requirements.

Question 16

How do I add or remove users from my subscription?

Accepted Answer

Adding or removing user seats is handled by the AXIS CloudSync team. Contact support to adjust your user count. Billing is prorated for mid-cycle changes.

Question 17

How do I get a Business Associate Agreement (BAA) signed?

Accepted Answer

A signed BAA is included with the Franchise plan ($18/user/mo) and above. Contact the AXIS CloudSync team at support@axiscloudsync.com to initiate the BAA signing process. The BAA is required for HIPAA-covered entities.

Question 18

Is AXIS CloudSync HIPAA compliant?

Accepted Answer

Yes. AXIS CloudSync uses AES-256 encryption at rest and in transit, provides comprehensive audit logs, enforces role-based access controls, supports two-factor authentication, and offers a signed Business Associate Agreement (BAA) on qualifying plans.

Question 19

How do I enable two-factor authentication?

Accepted Answer

Log in to the web portal, go to Account Settings, and enable Two-Factor Authentication. You can use an authenticator app or email-based verification. Administrators can enforce 2FA organization-wide from the Admin Console.

Question 20

I cannot upload a specific file type. Is there a restriction?

Accepted Answer

AXIS CloudSync supports all file types by default. However, your administrator may have configured file type restrictions for compliance or security reasons. Check with your IT administrator or review the Policies page in the Admin Console.

Question 21

I accidentally deleted a file. Can I recover it?

Accepted Answer

Yes. AXIS CloudSync retains deleted files for recovery. Go to the web portal, navigate to the folder where the file was stored, and look for the Trash or Deleted Files option. Files can typically be recovered for up to 30 days after deletion.

Question 22

Version history is not working for my Microsoft Office files. Why?

Accepted Answer

Version history for Microsoft Office files is supported but requires that files be saved through the normal save process. Ensure the file is stored in your AXIS CloudSync folder and that version history is enabled in your plan.

Question 23

My files have been encrypted by ransomware. How do I recover them?

Accepted Answer

AXIS CloudSync's Revision Rollback feature is designed for ransomware recovery. In the Admin Console, go to Ransomware Rollback, select the affected user or folder, choose a restore point before the attack occurred, and initiate the rollback. Contact support immediately for guided assistance.

Question 24

Malware corrupted some of my files. How do I use Snapshot Recovery?

Accepted Answer

For malware-corrupted files, use the Snapshot Recovery feature in the Admin Console. Select the affected files or folders, choose a snapshot from before the corruption occurred, and restore. This recovers the files to their pre-corruption state without affecting other files.

Question 25

How can I protect my organization against ransomware in the future?

Accepted Answer

AXIS CloudSync provides several layers of ransomware protection: version history for all files, Revision Rollback for full folder recovery, two-factor authentication to prevent unauthorized access, and audit logs to detect unusual activity. Enable all these features and enforce 2FA organization-wide.

Question 26

How do I find out who deleted or modified a file?

Accepted Answer

The Audit Log in the Admin Console records all file activity, including who accessed, modified, moved, or deleted each file, along with timestamps and IP addresses. Go to Admin Console > Reports > Audit Log and filter by file name, user, or date range.

Question 27

What happens if ransomware encrypts my files?

Accepted Answer

AXIS CloudSync maintains version history for all files. You can roll back any file or folder to a point before the ransomware attack using the Ransomware Rollback feature in your admin console. Contact support immediately for step-by-step recovery assistance.

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