FAQ - Frequently Asked Questions
Please note, when we use the term "software" in the following,
we are referring to both BatchSync and InstantSync, and all editions
- Lost unlock keys, registration, upgrading
- Cannot connect, Cannot get remote
directory listing, Firewalls, Proxies
- Multithreading, adjusting number of
- Program crashes, GPFs, Error messages
- Installation, System requirements, Windows
Q: I have lost my unlock key. What should I do?
A: Send your order details to us by using this contact
form. You MUST include the email address and name used for ordering.
Also include the order number if that is available. We will locate
your unlock key and send it to you.
Q: I purchased a license and got the unlock key, where can I
download the full version?
A: There is no separate full version of the software. But instead,
you convert the 30-day evaluation version to the full version by
entering the unlock key at the startup screen. You will receive
the unlock key via email after purchase. After your software is
registered, you can see the registration details in the menu Help
> About > About-window. You can download the evaluation version
from download page.
Q: I have version 2.x running, can I upgrade to 3.0 for a discounted
A: Yes. Enter you current 2.x unlock key to the Coupon Code-field
when placing the order. You'll see the discounted price when you
If you have any questions about purchasing the upgrade, please
connect, Cannot get remote directory listing, Firewalls, Proxies
Q: All sync tasks fail. It cannot connect to any FTP site. What's
A: Personal firewall software (like Norton Personal Firewall, McAfee
Personal Firewall, ZoneAlarm, etc.) can block access to all FTP
servers. To enable support for firewalls, go to Edit Task > Edit
Site > change Passive mode setting. If it's set to "Passive
mode (PASV)", then set it to "Active mode (PORT),"
and vice versa. Save changes and run sync task again. Any difference?
To see if it is your personal firewall that is blocking access,
turn it off temporarily and try connecting again. If you can connect
successfully, then the problem is with your firewall settings. Check
the personal firewall documentation to learn how to enable FTP access.
In addition, Norton Anti Virus 2005 and newer Worm Protection can
block the software, so please consult Symantec documentation about
how to enable FTP.
Q: When running a sync task, the sync task fails every time
after sending the "LIST" command to the server. What's
A: The software sends the "LIST" command to the FTP server
to request a directory listing. This might fail due to firewall/proxy
issues (see more above), so please try changing the Passive Mode
setting. If you CAN successfully run other sync tasks, which connect
to other FTP servers, then the problem is related to your FTP server
configuration. Please consult your network admin or hosting company
if this problem involves logging onto a hosting company's server.
If you cannot connect to any ftp server, then this is probably a
firewall problem. If you are running personal firewall software,
try disabling it and connecting again. Also, try changing the "Passive
mode" settings as described above.
Q: I get error "Illegal PORT Command" when trying
A: If you get the following error message
500 Illegal PORT Command
Syntax error, command unrecognized
you are most likely behind a firewall. To enable support for firewalls,
go to Edit Task > Edit Site > and select "Passive mode
(PASV)". Save changes and try running the sync task again.
Also, some FTP servers are configured to not allow PORT mode, so
try switching to passive mode.
Q: I would like to use a proxy or firewall for my FTP access.
Can I do that?
A: Yes. Please see firewall/proxy settings in the Edit Task >
Edit Site > Options-tab. Check the "Use proxy/firewall"
check box and enter firewall connect parameters in the fields. You
need to set these values for all sync tasks separately.
Q: The sync tasks fail after max retries, but I do not know
A: Use the troubleshooting guide
to help you find the problem.
adjusting number of threads
Q: I really do not understand the concept of multithreading.
What is it and what benefits do I get from it?
A: In very simple terms:
1 thread = 1 simultaneous connection to theFTP server
5 threads = 5 simultaneous connections to the FTP server
20 threads = 20 simultaneous connections to the FTP server
So a thread means a connection to the FTP server. So in multi-threaded
mode you have multiple simultaneous connections to the server. Then
you ask, why would you want multiple simultaneous connections?
The answer is
a) Faster browsing speed. When the software starts a sync task,
it first needs to catalogue the task related remote server folders.
In other words, it asks for a directory listing for all relevant
folders. With directory information at hand, it can then decide
what files have changed, and what needs to be transferred. This
browsing process is necessary even when no files will be transferred.
In multithreaded mode, many connections are requesting directory
listings simultaneously, in parallel, greatly speeding up the initial
b) Faster transfer speed. Each additional thread transfers data
simultaneously with other threads. So more threads means more data
transferred simultaneously. A good analogy is the lanes on a highway.
The more lanes you have, the more cars can travel from A to B in
a given time. Single threaded mode is like a one-lane highway.
Q: When trying to transfer files, I get "Service not available..."
or "Too many connections..." messages in the Log-pane
and sync fails after max retries.
A: You are probably trying to transfer files from/to an FTP server
that limits the number of simultaneous connections allowed from
one computer (=IP address). First try switching to single thread
mode via the Edit Task > Options-tab. Then try the sync again.
If it succeeds, you can switch to multithreaded mode and try again
and increase the number of threads in use. In this way, you will
discover the maximum number of threads that can be used for transfers
with that particular server.
crashes, GPFs, Error messages
Q: The program gives an error message and crashes. What is wrong?
A: We have fixed many bugs in the latest releases. So please make
sure that you have the latest version of the software installed
(download newer version here). If you
still experience problems, please contact
System requirements, Windows versions
Q: What versions of Windows are supported?
A: We support Windows 2003 and 2008 Server, Windows 7, Vista, XP
and 2000. We do NOT support Windows 95, 98, or ME.
Q: Do you have a Mac/Linux/Unix version?
A: Unfortunately No
Q: What are the minimum system requirements for BatchSync/InstantSync?
A: 128MB RAM and 50 MB of hard disk space, maybe some more disk
space for log files. In general, if you can run a Windows version
we support (see above), then you can run BatchSync/InstantSync.