Troubleshooting slow downloads or uploads in WorkDrive TrueSync
The WorkDrive TrueSync app enables seamless downloading and uploading of files and folders directly from your desktop. If you notice slow download or upload speeds while using TrueSync, try the troubleshooting steps outlined below to improve performance.
Perform basic troubleshooting:
1. Check your security software
- Temporarily disable your antivirus (AV) software and firewall.
- Test the download/upload speed again.
- If the issue is resolved, re-enable your security software and update it to the latest version.
- If the issue persists, contact WorkDrive support for further assistance.
2. Check your internet speed
Internet speed fluctuations can impact file uploads and downloads in WorkDrive TrueSync. Running a speed test helps determine if your current connection is causing the issue.
- If your speed is significantly lower than your subscribed plan, contact your ISP for assistance.
- If the speed is normal but you’re still experiencing slow downloads/uploads, try using a different ISP or network connection, if available.
3. Test with a different Internet Service Provider (ISP)
If you suspect your Internet Service Provider (ISP) is causing the issue, try downloading or uploading files using a different ISP or network connection, if available.
If you suspect your Internet Service Provider (ISP) is causing the issue, try downloading or uploading files using a different ISP or network connection, if available.
This can help determine if the problem lies with your current internet connection.
If the above basic troubleshooting steps don't resolve the issue, try changing the DNS settings as shown below:
4. Update your DNS settings to use Google’s Public DNS servers
The Domain Name System (DNS) translates website names into IP addresses, making it easier to browse the Internet. In 2009, Google launched Google Public DNS to provide faster and more secure connections. Anyone can use Google's public DNS by setting their DNS to 8.8.8.8 or 8.8.4.4.
- For Windows OS:
- Click the Start button, type Ethernet, and select Ethernet Settings from the search results.
- In the Ethernet Settings window, click Change Adapter Options under Related Settings.
- Find your active network connection (Ethernet or Wi-Fi), right-click on it, and choose Properties.
- Select Internet Protocol Version 4 (TCP/IPv4) from the list and click Properties.
- Choose Use the following DNS server addresses, then enter:
- Preferred DNS server: 8.8.8.8
- Alternate DNS server: 8.8.4.4
- Click OK to apply the settings.
- For macOS:
- Open the Apple menu and select System Settings.
- In System Settings, select Network in the left pane.
- Choose your active Internet connection, and click Details. This will open your active network settings window.
- Go to the DNS tab in the left pane. Click the + button at the bottom left to add the new DNS servers. Enter 8.8.8.8 and 8.8.4.4.
- Click OK to save the changes.
5. Contact WorkDrive support
If the above steps don’t resolve the issue, reach out to Zoho WorkDrive support with the following details to help diagnose the problem:
- Trace Route:
- For Linux/Mac:
- Open a terminal window.
- Run the command: traceroute <domain>
- Replace <domain> with the appropriate Zoho WorkDrive download server for your region (see below).
- For Windows:
- Open the Command Prompt.
- Run the command: tracert <domain>
- Replace <domain> with the appropriate Zoho download/upload server for your region (see below).
Download server:RegionDomainUS Data Centerdownload-accl.zoho.comEU Data Centerdownload-accl.zoho.euIN Data Centerdownload-accl.zoho.in
Upload server:RegionDomainUS Data Centerupload-accl.zoho.com EU Data Centerupload-accl.zoho.euIN Data Centerupload-accl.zoho.in
Note: For data centers in other regions, please contact WorkDrive support for further guidance. - DNS lookup:
- Open a terminal window (Linux/Mac) or command prompt (Windows).
- Run the command: nslookup <domain>
- Replace <domain> with the appropriate Zoho WorkDrive download server for your region (see the table above).
- Network speed test: Perform a network speed test on your computer using a reliable online speed test service.
- Location and IP address: Provide your current location and IP address if you haven’t already shared this information with support.
WorkDrive support info:
- support@zohoworkdrive.com
- support@eu.zohoworkdrive.com (for EU region)
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