Trouble logging in

Install the latest version of the program. Make sure that you've entered your Yandex account password correctly.

If you receive any of the following error messages:

An error occurred. Please check your internet connection

The program cannot connect to the server. Please check your internet connection, or try disabling your antivirus software or firewall. This error may also be caused by a proxy server.

Connection error. Connection error. Please check your antivirus or firewall settings.
  1. Please check your internet connection.

  2. Make sure that your computer's time and date are correct.

  3. The ports used by the program must be open. Check whether your provider, antivirus or firewall has blocked any of the following ports: 433, 5222.
  4. Try disabling certificate verification in your antivirus settings.

    To disable the secure connection verification in “Kaspersky” products, go to: SettingsAdvanced SettingsNetwork. Uncheck the Scan encrypted connections option.

    Disable HTTPS protocol scanning for ESET products: open the settings menu under the Computer Scan tab. Advanced settingsWeb and emailWeb access and antiphishing protectionScanner setupHTTP, HTTPS. Check the Do not scan HTTPS setting.

These recommendations didn't help

If you couldn't find an answer to your question, please let us know.

We will need the following information:

  • your Yandex username
  • the version and build of Yandex.Disk you're using (click on the Yandex.Disk icon and select Help → About Yandex.Disk in the menu)
  • the sync time and date
  • the data archive from the .sync folder
How to get your data archive from the .sync folder

The .sync folder is hidden in your Yandex.Disk folder. Enable the option to display hidden files in your system settings.

To show hidden files in Windows, go to Control Panel → Appearance and Personalization → Folder Options in the menu. Then select Show Hidden Files and Folders in the window that appears. Save your changes.

Go back to the Yandex.Disk folder and copy the .sync folder to another place on your computer. Archive the copied folder.

Attach a screenshot if possible.