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 of these.


Lost unlock keys, registration, upgrading

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 or 3.x running, can I upgrade to 4.0 for a discounted price?

A: Yes. Upgrading information for 3.x users is available here, and 2.x users here.

If you have any questions about purchasing the upgrade, please contact us.

Cannot connect, Cannot get remote directory listing, Firewalls, Proxies

Q: All sync tasks fail. It cannot connect to any FTP site. What's wrong?

A: 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 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 firewall documentation to learn how to enable FTP access.

Q: When running a sync task, the sync task fails every time after sending the "LIST" command to the server. What's wrong?

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 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 to connect?

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 why?

A: Use the troubleshooting guide to help you find the problem.


Multithreading, 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 the FTP 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 browsing process.

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.


Program 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 us here.


Installation, System requirements, Windows versions

Q: What versions of Windows are supported?

A: We support Windows Server 2012 R2, 2012, 2008 R2, 2008, 2003 and Windows 8.1, 8, 7, Vista and XP. Both 32-bit and 64-bit editions. We do NOT support Windows 95, 98, ME or 2000.

Q: Do you have a Mac/Linux/Unix version?

A: Unfortunately No

Q: What are the minimum system requirements for BatchSync/InstantSync?

A: 256MB RAM and 100 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.