License Expired...now Cannot Sync

[Merk7]

I have been using BTS for some time and went through the whole 2.0 upgrade mess and thought I finally had BTS working as it should. Then, today, my laptop refuses to sync, giving me a big 'ole dialog that says "Your license has expired." I have been using 2.0 since March, am not a pro user but now I am being told that my pro license is expired.

 

The biggest problem is that BTS will not allow me to sync my existing folders. I sync only one folder (Documents) and its subfolders. But now BTS will only sync my folders to my laptop if I create an entirely new "Documents(1)" folder, duplicating everything on my machine. It will not allow me to sync to the existing "Documents" folder  unless I upgrade my pro license.

 

Can anybody help me get around this so that my sync will work as it was set up and as it has been working for the past few months?

 

Please forgive my frustrated tone. Thanks for your help.

[Helen]

Merk7,

 

Ability to sync one folder doesn't depend on whether you're suing Pro or Free. 

Disconnect the folder from your laptop, share the link from your main PC and use it on laptop via "Manual connection" on laptop.

[Merk7]

I appreciate your response. But from what I have found, once a pro license expires (even one I had  no idea I was using), the user is prevented from syncing the same folders. For instance, in my original setup, I sync ONE folder:

 

"My Documents" on Computer 1 ====> "My Documents" on Computer 2

 

That worked fine until my license expired. Now BTS will not allow that sync to occur. Instead, BTS wants to do this:

 

"My Documents" on Computer 1 ====> "My Documents (1)" on Computer 2

 

By changing the folder name, BTS is requiring me to re-sync all files and duplicate my directories on Computer 2. This is just nuts. Every time I try to change the folder name back to the original (using the technique you suggest), BTS flashes the "expired license" notification. This is simply nasty behavior, as if BT is trying to punish those who dare not sign up for pro.

 

This is immensely user-unfriendly and indicative of the huge debacle that has occurred as BT has transitioned users to 2.0. Why the organization seems bent on making life miserable for longtime and free users is simply unfathomable.

[GreatMarko]

But from what I have found, once a pro license expires (even one I had  no idea I was using), the user is prevented from syncing the same folders. For instance, in my original setup, I sync ONE folder:

The "free" version of Sync only allows you to add 10 folders to Sync. Therefore, if you have added more than 10 folders during a Pro trial, or your Pro License has expired, once Sync reverts to the "free" edition, only the first 10 folders you added will continue to sync.

Also, not all Folder Synchronization Modes are available in the free edition. This is likely the reason why you're now seeing "My Documents (1)", as the folder synchronization mode will be "Synced", rather than "Disconnected".

[Merk7]

Thank you for those thoughts. However, I was only syncing two folders, so the folder limit was not the issue. The folder modes were unchanged.

 

Here's the bottom line: when a user who is syncing less than 10 foldes is downgraded from a PRO license that they didn't want and that they had no choice but to accept, BTS should not wreck their entire file system and force them to create duplicate directories with different names.

 

Just for kicks, check out these new developments:

• After unlinking, disconnecting, etc. etc., I was able to get my first folder to sync as it had previously. BUT now my laptop says "Sync | 29 days left" in the title bar. Apparently I have managed (without any intention to do so) to fool BTS into giving me another trial PRO license and this will occur all over again in 29 days!  Yikes.
• On my Android phone, I am not able to sync the second folder. When I try to add it using a QR code, it sometimes adds, then disappears. Other times, it says "Destination folder cannot be identified. Would you like to reset ownership?" If I select Yes, the warning repeats overa and over. If I Cancel, it returns to the Add Folder dialog and the process repeats ad infinitum.

[Merk7]

• I also cannot change my laptop computer device settings from "connected" to "synced," so my desktop computer is only getting teh .bts version of the file instead of the entire file. When I try to make that change, it does not stick.

[RomanZ]

@Merk7

Do I understand correctly that you change the setting, close "My devices" open it again and it jumps back?

[Merk7]

@RomanZ

With respect to my inability to switch from "connected" to "synced," that is precisely what is occurring.

 

In addition, I cannot add folders to sync on my Android phone. When I try to add a folder using the QR code, the app crashes and no folder is added. I have unlinked and relinked the phone to my computer repeatedly because after the folder adding crash, in my list of devices, my computer reports my phone as being offline and the phone reports the computer as being offline.

 

There is little doubt that the transition from pro trial to free is filled with bugs. I am spending hours on something that should have been seamless. I am at the point where either need to find another software solution or start over. Any idea how I can wipe the slate completely clean with BTS and start again??

[Merk7]

@RomanZ

Here is how the problem is playing out: because my laptop is "connected" and not "synced," I am getting .bts placeholder files on my desktop machine. When I try to open those files, a BTS dialog opens that says, "File already in queue. [File Name] is already in the transfer queue."  Clearly it is not in the transfer queue, nothing is being transferred and I cannot open the file on any device other than the one where it was last modified.

[RomanZ]

@Merk7

1) Non-saving the setting. I'll need a debug log to find out the root cause. I'll open a support ticket for you so you can attach it there.

2) Crash on Android. We know of this issue and will address it soon. As a workaround you can create a separate identity on your Android device - it won't crash then.

3) Sync reinstalling. On Android simply uninstall Sync. It will also clean up Sync's service files. On Destop - same, remove it and while uninstalling confirm Sync's files removal.

4) I advise to install fresh 2.0.125 - it should get this issue fixed.

[Merk7]

@RomanZ

I decided that the simplest means of getting this running again was to uninstall/reinstall on all my devices. So there is no need to set up a separate support ticket.

 

I used Revo Uninstaller to purge all files and settings, then reinstalled. It is still a mess. After linking all devices and my 2 folders, BTS on my computer and laptop froze multiple times (spinning circle > 10 minutes). After restarting and rebooting several times, it looks like things may finally be working. But even though I linked and am syncing the same folders that have already been synced on these machines, BTS reports that it is transferring hundreds of files.

 

That makes no sense and I am not seeing that the files are being duplicated or copied to a new location. Hopefully, it is really just indexing the files from both computers. Time will tell whether this ends up being more of a mess or whether I finally got it working again.

 

My worry now is that I am back in the 30-day trial period, so I am guessing I will have to go through this again next month. Or maybe you will have fixed it on your end by then. We'll see.

 

Thank you for your help.

@RomanZ

One positive . . . I was able to add a folder to Android without a problem and without creating a separate identity!

[RomanZ]

@Merk7

You can get rid of a trial immediately. Shut down Sync, go to storage folder ("%appdata%\BitTorrent Sync"), delete the License folder.

[Merk7]

@RomanZ

That sounds like great advice! If I do that, are you sure I will not run into any of the problems that have plagued me here? Or will Sync act as if my trial has stopped and require me to change my folders, etc.?

[RomanZ]

@Merk7

This will stop trial and move you to free immediately on next Sync start. Its kind of way to artificially stop trial period. There were many issues described by you - which ones your concern about? The issue with Android will stay - it needs to be fixed in code or workarounded with different identities.

[Merk7]

I want to update this thread because, as predicted, I am having problems now that my trials have expired.  First, as background, as was recommended in an effort to avoid this mess, I created separate identies on my 3 devices, as suggested, and I deleted all the license folders to 'stop' the trial early. Despite that, the trials were either recreated or that solution did not work. Now my trials have expired and all of my BTS setups are telling me that I have no linked devices.

 

HOW CAN THE DEFAULT BE THAT THE PRODUCT STOPS WORKING WHEN THE CUSTOMER SEEKS TO CONTINUE USING THE FREE VERSION??? This is poor coding and punitive customer service, especially when applied to long-time beta users.

 

To add insult to injury, my devices are having trouble linking with one another. Despite trying to link via a QR code, my Andoid device has been unable to complete the link. Although I am sure this will eventually work, it is causing me untold annoyance presently, not to mention interruption and time.

 

I am really at a loss to understand why the system is designed this way. I have never seen another app or piece of software act so vindictively once a user chooses to continue with a free version.

 

The leadership of bittorrent really needs to take a long, hard look in the mirror and figure out if this is really the right way to treat people. If they continue with the status quo, a more detailed explanation of their mean-spirited policies and effect of choosing the free version should be provided. People need to be told upfront what they are getting into.

 

Merk

[RomanZ]

@Merk7
Sync Free is designed to act same as Pro, minus few features:
- My Devices automatic folder propagation,
- Selective Sync,
- Permissions Control,
- Unlimited folders.
We've got a lots of free Sync users who are using Sync just fine.

 

I understand your frustration, but the issues you describe are not intentional / punitive for Sync Free and rather look to be (bugs / interoperability issues / misconfiguration).

 

We'll be happy to investigate and solve them (or help you to reconfigure Sync) once you contact us via support form.

[Merk7]

As noted to you privately, Roman, this is not personal. You have been excellent in trying to assist me, but Sync appears designed to make it difficult, if not impossible, for a user to continue using the free version after the pro trial expires. I was not and have not ever used any of the Pro features you list. I simply sync two folders across three devices, nothing more. Twice now, I have had the Pro trial expire and twice the result has been disruption of my syncing ability through unlinking devices and folders. (The second trial was initiated after I had to uninstall and reinstall sync while trying to cure prior problems.) I don't mind the nag screens asking me to upgrade but I do object to Sync stopping entirely my ability to use the software without jumping through difficult and time-consuming hoops if I seek to continue using it.  That is exactly what has happened twice, as this thread, started on June 15, attests.

 

When combined with the firestorm of criticism Sync generated by the way it implemented its paid version, I can only conclude that Sync had made the 'corporate' decision to disfavor free users and make it difficult for them to continue using Sync after a trial expires.

 

It could be bugs / interoperability issues / misconfiguration, but at this point I am exhausted from dealing with the problems. I have sought help in this forum and previously by creating a support ticket, as you suggest. None of this has changed the misery that is the transition from trial to free. Maybe my experiences are unique, but that would surprise me. If Sync is losing many users after the trial period expires, I am guessing that most, unlike me, are walking away when they encounter the hurdles that Sync erects.

 

Merk

[epounds]

Hi Merk,

 

We're sorry you are having these experiences with Sync and this is not the intended behavior. As you know, Roman and his team are here to help and anything you can do to help them narrow down these issues will best help them get resolved.

 

As I've said before, our goal is to have a great free edition of Sync. We want people to be happily using Sync, whether they are a Pro customer or not. Obviously there are some issues that we need to resolve, but sometimes these are complex and need user-provided information to debug them. Since this is an issue that we cannot reproduce in our lab, if you could continue to work with Roman, we will get it fixed.

 

The design intends to introduce users to the full Sync feature set for 30 days so everyone can try it out. When in that period, we badge each feature "Pro" so you are aware which functionality is a paid feature. Nearing the end of the trial period, we provide countdown messages in the notification center that are not intended to be annoying. After the 30 days end, only the free functionality is enabled and syncing of up to 10 folders is supposed to be uninterrupted. In the scenario you describe, you should experience no interruption and the free edition should fit your needs perfectly.

 

Then, over time, if you feel the Pro features would benefit you, you can upgrade. But the free edition does not expire and we've added multiple free features since the launch of Sync 2.0 (like search) and more are coming.

 

-ErikP