Can I contact you directly?

Sure! Feel free to email me

Dropsync dropsync@metactrl.com
Autosync for Google Drive drivesync@metactrl.com
OneSync onesync@metactrl.com
Auto Box Sync boxsync@metactrl.com
Other Android apps android@metactrl.com
Anything else hello@metactrl.com

If you have sync issues, it would be very good to find a reliable way to reproduce the problem. Everything is much easier if I can see it on my device myself. I’d also like to get the app log file which contains detailed information about the sync operation. Please go to Settings / Support, enable logging, reproduce the problem, then go back to Settings / Support and select Send Log File. Choose GMail or whatever you use as email client in the list of choices. The log file is created and saved at the root of the device storage. When you send the log file, tell what you did, step-by-step and the names of problematic files/folders so that I can look for them in the log file.

The log file does not contain your login credentials to cloud storage services.

I bought the upgrade on one device but it’s not recognized by your app on my other devices

Upgrade in our apps applies to all devices owned by the same user. If it’s not the case the two common causes are

  • App is not installed under the same Google account on the other device. Upgrade is an in-app purchase whose status is stored in Google Play server and is associated with user’s Google account. If you sign in multiple Google accounts you may need to uninstall the app, switch to the correct Google account in Play Store app and reinstall.
  • Google Play failed to update in-app purchase statuses in the device. Restart the device usually will trigger the update. If it doesn’t help you can try another more drastic measure. Find the Google Play Services and Play Store apps in the device’s system settings, clear their data, restart. That will truly force your device to download in-app purchase statuses from Google Play server.
I can’t sync folders on external SD card after upgrading to Android 4.4 (KitKat)

Please see this separate article: MicroSD card on Android 4.4 (KitKat)

Write access to external SD card on Android 5.0 (Lollipop) and Later

Android 5.0 and later allows apps to write to the SD card, but users must enable the write access themselves. There is also a known system crash bug which happens on some devices if the SD card doesn’t have a disk name. Please read SD Card on Android 5.0 and Later. You also find info how to workaround the crash bug there.

Instant upload sometimes does not work on Android 6.0/7.0

There is a bug in Android 6.0/7.0 which breaks file change monitoring (technically speaking FileObserver class). Instant upload relies on this system function to work. It’s not that file change monitoring stops working completely. Sometimes it works, sometimes it does not. Changes on SD card definitely cannot be detected. We implemented a limited workaround which works quite well for photos but not for other file types.

This is a system level bug apps cannot do anything about. It must be fixed by Android team.

Manual sync works but autosync doesn’t

For autosync (including instant upload) to work apps must run in the background. There are several reasons why they might not

  • Some devices do not allow apps to autostart when the user turns on their device. This is definitely true for devices from Xiaomi. You need to go to device system settings and grant the autostart permission to the app.
  • When the app is updated from Google Play to a newer version, it should be automatically re-started. Sometimes on some devices it doesn’t happen. This is a bug in those devices. You must manually open the app at least once after it has been updated.
  • In Android 6.0 (and later) there is a new feature called “Doze mode” which prevents certain tasks from running if your phone has been sitting idle for a while. The idea here is to save battery life. Furthermore apps which users do not open for some days are considered unused and are suspended (the so called app standby mode). This is certainly not good for background sync apps. You need to turn off doze mode. There is a section in the system settings called “Battery optimization”. Find our apps there and change their battery optimization setting to “Don’t optimize”.
Upload/download do not preserve file timestamps

File timestamps (when files were last modified) are not supported by cloud storage services. Upload time becomes the timestamp of the file being uploaded.

In addition to that Android does not allow apps to set custom file timestamps. Apps used to be able to do that in old versions of Android but not anymore. Now the time when file is created or modified in Android is the timestamp. In our sync apps download time becomes the timestamp of the file being downloaded from cloud storage into device.

Timestamp preservation would be very useful and is usually expected in data sync/backup by computer users. Unfortunately it’s not possible without support from cloud storage service and Android.

“Folder does not exist” error message

Assume you configured a folder MyDocuments in your device to be synced with a folder in cloud storage using two-way sync method. Deletion of a subfolder of MyDocuments would lead to deletion of the same subfolder in cloud storage. However deletion of the top level MyDocuments itself would cause sync to fail. In the Synced Folders tab and folder pair configuration screen you would see an error message “Folder does not exist”. To correct the error you need to manually re-create MyDocuments folder or modify the folder pair to use a different and existing folder in the device.

The reason why we chose to make sync work this way is that if the user swaps the SD card or reset the device storage many folders, including MyDocuments, would disappear. That does not mean the user intentionally deleted those folders and all their files. It could be a severe mistake if sync apps go ahead and delete potentially very many files on cloud storage side.

Empty IMG_yyyymmdd_hhmmss folders

Recent versions of Google Camera app (for example on Nexus devices running Android 7.0) create an empty folder for each photo taken. Each new photo is stored in a new file in DCIM/Camera folder, for example as IMG_20161112_192365.jpg. That’s normal but there is also a new empty folder next to it with the same name, without the .jpg at the end: IMG_20161112_192365. These empty folders stay even after you delete the photos in a photo viewer app (say Google Photos). After a while you may easily have thousands of such empty folders in DCIM/Camera!

If you sync the DCIM/Camera folder, naturally all these empty folders are synced to your cloud storage account because they indeed exist in your device. You can exclude them from being synced by going to our app settings, choose Exclude name patterns and add a pattern **/DCIM/Camera/IMG_????????_??????. Each ? represents one character in the folder name. There are 8 questions marks, an underscore, then 6 question marks.

How secure are your sync apps?

All communications between our apps and cloud storage servers happen over encrypted channel (https/ssl). It’s safe to use the apps over public WiFi. Apps do not know your cloud storage service login. They use OAuth mechanism. The user logs into cloud storage service, then asks it to grant an access token to the app. The token is specific to the app and the user. It’s stored in app private space on the device and stays there. Other apps on the same device cannot see the token.

Files downloaded from cloud storage server are stored in the device internal storage or SD card. Other apps can read or write these files. We see this as a feature, not as a security problem. The internal storage and SD card are shared by all apps in Android. After all there is no point to use our sync apps to download files to your device, yet do not allow other apps to use them.

Autosync for Google Drive fails with “multiple files with the same path” error

Please see this separate article: Google Drive: Multiple Files with the Same Path

Can I sync contacts and calendar events?

This is a file sync app. It only syncs files and folders in the device internal storage or SD card. Contacts and calendar events are not stored in regular files. They are stored in private databases. If you want to sync them, you need to use a different app, for example Gmail which works pretty well for many users.

My device is rooted and I want to sync files in /data folder

Only regular files and folders stored in user accessible device storage and SD card can be synced. If the device is rooted, the app could acquire root permission to access private files and folders, for example those under /data. But there is another problem. Files stored in /data are owned and manipulated by their apps. It’s quite common that those apps keep the files open and write to them. If we want to upload those files or download them (overwrite the existing copies in the device) we would need to force stop their apps first. This would be very annoying to the users. Imagine you are playing a game. That game updates its data. Now autosync runs to upload the modified files but first it kills the game. Not good.

Your app does not speak language… / I found wrong text in language…

Translation is a volunteer community effort. If you want the app to speak your language or want to improve the current translation please join us. For details please see How to translate our apps to your language.

Can I get early access to the new features?

Please see Beta Testing.