Troubleshooting

This section contains solutions to a number of problems that may occur while installing or using the “Yandex.Disk” application.

  1. Program errors
  2. A file did not sync. Why did this happen?
  3. The program is currently Processing
  4. Low sync speed

Program errors

Error Solution
Unable to download Yandex.Disk

This problem may be caused by a proxy server. Try temporarily disabling all programs that control your internet connection (proxy servers, firewalls and others) and download the file again.

Try configuring the proxy server in Internet Explorer if this doesn't help.

The file is not a valid Win32 application This error means that the file is either corrupt or has not downloaded completely. Try to download the application again.
An error occurred. Please check your internet connection

Try the following if you come across this error even with an active internet connection:

  • Make sure that the date and time are set correctly on your computer.
  • Make sure that none of the ports used by Yandex.Disk are blocked by your internet provider, antivirus or firewall. The following ports should all be open: 443, 5222.

    • Disable the monitoring of port 443 for Kaspersky products. To do so, find in the settings Advanced → Network, select Control only selected ports and click on Select. Find the string with following parameters in the list:
      • Description: HTTPS
      • Port: 443

      Select this line and click Change. Change the status to Inactive.

  • Antiviruses may corrupt Yandex.Disk certificates. Try disabling certificate verification in your antivirus settings.
    • Disable scanning of encrypted connections in Kaspersky. To disable this setting, go Options → Network and untick Scan encrypted connections.
    • Disable the HTTPS protocol for ESET products in the scanning module's settings. To disable this feature, open the settings menu under the Computer Scan tab and go to the following settings: Advanced settings → Web and email → Web access and antiphishing protection → Scanner setup → HTTP. HTTPS. Untick the Enable HTTP Checking option.
Unable to read files

The application cannot access a file in the Yandex.Disk folder. This means that the file is either in use by another program or the file name contains invalid characters (non-Unicode characters).

Check the access rights to files in the Yandex.Disk folder. Sync files should not be in use by another program.

Connection error

The application cannot connect to the server. This may be caused by an internet connection problem or proxy server. Please make sure that your internet connection is stable. Try temporarily disabling any programs using or controlling your internet connection (proxy servers, firewalls etc.) and try again.

Make sure that none of the ports used by Yandex.Disk are blocked by your internet provider, antivirus or firewall. The following ports should all be open: 443, 5222.

Login error

This error occurs if you are not logged into the program. Click on the message and enter your username and password again.

Storage allowance reached There is no more free space on your Disk. Delete unnecessary files or empty the Trash.
Sync folder unavailable The folder selected for synchronization is not accessible or has been deleted. Verify this or select another folder.
Disk setup not complete This error occurs if you installed the program, but did not select a folder for synchronization and did not log into the program.
Sync folder conflict The folder indicated in the program settings is already being used by another Disk account. It is not possible to use the same synchronization folder with different accounts. Choose a different folder in the program settings.
Sync folder not selected This error occurs if no folder was selected for synchronization with Disk. The folder can be selected in the program settings.
It is not possible to upload a file greater than 10 GB In the Yandex.Disk folder there are files that are more than 10 GB in size. Files of this size cannot be uploaded to Disk.

A file did not sync. Why did this happen?

Yandex.Disk cannot upload files to the server in the following cases:

  • your computer is not connected to the internet

  • syncing is disabled in the Yandex.Disk settings

  • the file is over 10 GB

  • file access is restricted (it may be in use by another program)

The program is currently “Processing”

Shorten the file names in the Yandex.Disk folder. Check if the program has stable access to the network (antivirus apps and firewalls might block the connection).

Low sync speed

The synchronization speed is designed to conserve bandwidth and system resources. The synchronization speed may also be limited by your provider. Please check your internet connection speed.