What is a sync error and how do I fix it?

Sync errors can happen for a variety of reasons. There are some steps that we take to troubleshoot sync errors. 

If you are seeing a sync error in Shift, try the following steps: 

1. Hard Refresh 

Mac: Command + Shift + R

MS: Ctrl + Shift + R

If a hard refresh does not work, try step 2.

2. Reset your application data

  1. Go into Settings (bottom left icon on Shift)

  2. Go to the General tab (second from left)

  3. Scroll to the bottom where it says 'Reset Application Data'

  4. Click on the 'Reset App Data' button on the far right.

  5. You will be presented with an alert describing what is about to occur

  6. Click 'Proceed'

  7. Shift will shut down and then restart immediately on its own

  8. You will be presented with a screen to add accounts

  9.  At the bottom, you will see a link to login to your Primary Shift account - click on that link and log in.

If this does not work, please reach out to our Shift customer success team with a debug log. 

3. Debug Log

Send a debug log to our support team here

Mac & Linux

  1. Open your app menu (Command + \ or Ctrl +)

  2. Click on View

  3. Click on Show Debug Log at the bottom

  4. Click on Copy to Clipboard

  5. Paste the contents of your clipboard into this ticket and send it over to us so we can review it. 

Windows

For Windows users, please follow the instructions in the article below:

https://support.tryshift.com/kb/article/213-how-to-create-a-debug-log/

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  • 23-Apr-2019
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