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Troubleshooting ​

When something needs attention the tray icon changes and the popover lists it in plain words, with one action per row. Most rows fix themselves once the file or connection is fixed. Start with the row: it names the file and the fix.

The tray popover listing what needs attention in words, with Show in folder to jump to the file.

The Mac or Windows warning on first open ​

Both systems can ask you to confirm once. Follow Install and first run. On Mac, click Open when macOS asks. On Windows, SmartScreen may show Windows protected your PC for an app few people have downloaded yet: use More info → Run anyway.

Nothing is being sent ​

  • Did you press Start syncing? Nothing is sent from a folder until you do.
  • Is it paused? The icon shows pause and the popover says when it ends. Choose Resume now.
  • Is it waiting? Syncing starts after the folder has been quiet for about a minute.
  • Offline? Changes wait and go when you are back online. The app retries on its own.
  • Signed out? Choose Sign in again. Your folder is unchanged.

A file says "approximate" ​

It was sent, but the picture may differ from the file. The row says why. See What gets converted. The most common causes are a Photoshop file saved without Maximize PSD and PSB File Compatibility and a PDF without embedded fonts.

A file says "Not sent" ​

The row gives the reason and the fix, and every reason is listed in What gets converted. For InDesign files, see How to export an InDesign file to PDF.

A HEIC photo isn't syncing ​

HEIC photos aren't supported yet. This is the same on Mac and Windows. The row says so and nothing else is affected. Export it as a JPEG or PNG and put that in the folder. The next sync picks it up.

The row stays until the HEIC file is moved out of the folder or deleted. Adding a JPEG next to it is not enough. Once the HEIC file is gone, the row clears.

"This folder is too big" ​

A folder is limited to 1 GiB of converted pictures and 10,000 pictures. Link a smaller folder, or move files out of this one.

"Scry no longer accepts this computer" ​

The device was revoked, or your access to the project changed (in that case the tray shows You can't add to "<project>" anymore). Sign in again. If you cannot, ask a project admin whether you can still add to the project. See Disconnect a device.

"This folder cannot be opened" or "Can't watch this folder" ​

Check that the folder still exists and its drive or network share is connected. Scry Sync keeps trying and checks again every few minutes.

The app's disk is full or it cannot write its files ​

Make room on the disk, or check that your account can write to Scry Sync's app data folder. Syncing tries again on its own.

Report a problem ​

  1. Open Settings in the app and choose Send feedback. It opens the feedback form with the app version and a short Ref code (8 characters, such as a1b2c3d4) filled in.
  2. Say what you expected to happen. Add your email only if you want a reply.

Rows in the tray popover can show a Ref line with a long code (a request ID, 36 characters). Quote it as it is. Copy details puts the version, your operating system and a short Ref code on your clipboard. You can also email support@scrymore.com.

Neither the form nor the Ref code includes file names or paths.