FAQ: How to receive support from Syncplify?

Occasionally our users ask us what their support options are. This article is intended to provide a clarification on that topic.If you are using the Free Edition of our products you can:

In addition to that, if you are still using the free edition for evaluation purposes and you intend to buy once your issue is resolved, you may also:

And, of course, if you are a registered customer with a valid and active support subscription, you are welcome to:

Syncplify may drop 32-bit/legacy support in future versions

Almost 7 years ago, Microsoft has dropped support for 32 bit versions of their server operating system; in fact, as of Windows Server 2008 R2 only 64-bit server OSs have been released by Microsoft. Later, support for 32-bit versions of server OSs has been dropped, so we can safely say that – today – only 64-bit versions of Windows Server are available and supported.

MongoDB (the database we use as a back-end to Syncplify.me Server!) is considering a similar choice. And even though they still support 32 at the time this article is being written, their 32 bit version comes with limitations that make it unsuitable for large-scale deployments.

Furthermore, according to our license database, only about 1% of our customers are still using 32-bit versions of our software, and less than 0.2% of them have active support and maintenance subscriptions. Simply put, almost nobody is using 32-bit versions of our software anymore.

For all of the above reasons, Syncplify’s management is currently considering the possibility to drop 32-bit support in future versions of our flagship software (Syncplify.me Server!) and possibly all other software titles we design and develop.

A PowerShell module to manage Syncplify.me Server!

Syncplify.me Server! version: 4.0.25+

Our users and customers are becoming more and more interested in interacting with Syncplify.me Server!’s management API (REST) via PowerShell. The ideal solution would be to have a PowerShell module that exports ready-to-consume functions, in order to make the task easier.

Kyle Parrish, one of our most active users, has recently started a GitHub repository and open-sourced his Syncplify PowerShell Module project. Syncplify will support Kyle’s effort and contribute code to this project that, hopefully, one day will grow into a full-featured PowerShell-based management tool for our server software.

Thank you Kyle! Keep up the great work!

The Journey from FTP to SFTP

You can also download this white-paper for offline use by scrolling to the bottom of this article.

File transfer is an important aspect in computing. There is always a need for us to transfer files between a source and a destination. While in the earlier days, certain protocols were used to manage file transfers between the client and server, security was not much of a concern then. But, with the advancements in computing and rise of different kind of intrusions, security gradually became a pressing need. Yes, you guessed right. I am talking about FTP and SFTP. Let’s take a look at the journey from FTP to SFTP.

The standard network protocol File Transfer Protocol (FTP) is used to transfer files between a client system and a server. According to Wikipedia, the FTP ran on NCP specification until 1980. After that the protocol was replaced by a TCP/IP version named RFC 765 and consequently by RFC 959 in October 1985. RFC 959 is the current specification which FTP follows.

According to the latest specification, FTP should fulfill 4 major objectives namely: Continue reading

Syncplify has joined Microsoft BizSpark program!

Happy 2016 everyone! And there is no better way for Syncplify to start the new year than an official announcement that our company has been accepted in Microsoft’s BizSpark startup program.

As we approach the release of Syncplify.me Server! version 4.0, with support for traditional, BYOL (bring your own license) and full SaaS (Software as a Service) licensing models, joining BizSpark will give Syncplify more “steam” to deliver top-quality solutions faster and more effectively.

Syncplify.me Server! v4.0 will be able to run in Microsoft’s Azure cloud infrastructure, delivering some unique features such as a logical and physical separation of secure file transfer services and their storage; even in the extremely unlikely case that your SFTP server is compromised, your data is still safe.

The BizSpark program is for us a great help to deliver the above (and much more) in a very effective way, and this will ultimately benefit our entire user base. For all customers that don’t use the Azure cloud or want to run their own SFTP server in-house, Syncplify guarantees that traditional licensing models are – and always will be – still available.

Why didn’t I receive a reply to my support request email?

Here at Syncplify we take your support requests very seriously, and we always reply. Usually within 2-4 hours, and never beyond the second business day.

Sometimes, though, the requester does not receive our reply. Here’s a list of some of the most common causes:

1) Wrong requester e-mail address

Believe it or not, the most common reason for not receiving a reply from our support team is that you have mistyped your own email address while filling in the support request form. If you type john.doe@gmil.com (instead of gmail.com) we hit the “reply” button, and then get an “undeliverable” back from the server.

2) Your antispam rejects our reply

Sometimes we spend a lot of time typing a reply, just to find out that when we finally hit “send”, we receive an error like this:

554 5.7.1 <support@syncplify.me>: Sender address rejected: Blocked by this recipient

If you send us a support request, and wish to receive our reply back, please, make sure your antispam is not rejecting emails coming from the syncplify.me domain name. We never spam anyone, so whitelisting our domain name is a safe choice. Continue reading

Syncplify.me Server! v4: manageable via JSON REST web service

Syncplify.me Server! version: 4.0.0+

Getting closer and closer to the early availability of Syncplify.me Server! v4, we think it’s time to share with our customers one of the biggest new features they can expect to find in the upcoming major version: a secure (authenticated) JSON REST web service that allows granular management and configuration of the server, user database, blacklist, and every other aspect.

Continue reading

Maintenance/support subscription explained

Every time you purchase a Syncplify software product, you get (included with your first purchase) a 1-year maintenance/support subscription. But what is it exactly?

It’s a yearly subscription that entitles all of our customer to the following:

  • All updates/upgrades to all minor and major versions released during the subscription coverage period
  • Email support, documentation and knowledge base
  • Remote assistance support (up to 3 incidents a year)

Given the above, it is therefore important to understand what incidents are:

  • if the software is misbehaving, or you have identified a bug, that is an incident
  • if you simply don’t know how to do something, that’s not an incident, and we kindly ask you to – please – read the documentation and search the knowledge base before contacting our support team (we’re deeply grateful for your understanding )

The first year of subscription is included in your first software purchase at no additional cost, and renews automatically year-by-year, after the first year. If you don’t like the automatic renewal you can disable it at any time after your purchase by logging into the account that PayPro (our e-commerce partner) gives you. if you do so, no charges will be applied unless you decide to manually renew it. You may also disable it before you purchase by clicking on the little orange calendar icon.

The cost for a maintenance/support subscription is 20% of the original cost you paid to buy the license. So, for example, if you buy a single BASIC license ($199) your annual optional subscription cost (starting from the second year) will be $39.80; another example: if you buy 2 FTP Script! licenses ($49 each, total $98) your annual optional subscription cost (starting from the second year) will be $19.60 ($9.80 * 2).

SFTP Server on Windows 10

This article refers to Syncplify.me Server! v4.0, which – at the time the article is being written – is still in beta, and is not yet available for purchase by customers. The purpose of this article is to inform our users about some important upcoming features.

In an effort to be always few steps ahead of the competition, we are making sure the upcoming Syncplify.me Server! v4 plays well with the new version of Microsoft’s operating system. So when you have to choose your next SFTP server for Windows 10, you know where to go. Continue reading

Syncplify.me Server! v4: high speed and savvy RAM usage

This article refers to Syncplify.me Server! v4.0, which – at the time the article is being written – is still in beta, and is not yet available for purchase by customers. The purpose of this article is to inform our users about some important upcoming features.

The development team is running some final tests on the core engine of the upcoming Syncplify.me Server! v4, and we’re witnessing amazing results.

Long story short, the brand new core engine of version 4.0 is not only much (much!!) faster than any previous version, but it uses on average half of the RAM! See the following screenshot of the Task Manager taken from one of our test systems: Continue reading

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