If a Cloud workspace isn't syncing the way you expect, work through the checks below in order. 

Most Cloud issues come down to one of these: sync activity still in progress, a network problem, the wrong account or organization, or a lapsed subscription. If you've gone through every step and are still having trouble, see Contacting Support at the end of this article.

1. Check the Status Popover

The Status popover is the best place to see what Cloud is doing right now.

1. Click Status in the toolbar at the top right of the ProPresenter window. The icon above it shows your organization's image, or the orange ProPresenter logo if no image has been uploaded.
2. Look at the Sync Status for your active workspace.

Here's what to look for:

• Active uploads or downloads: If content is still transferring, your changes may not have reached other computers yet. Large media files can take a while, especially on slower connections. Give the transfer time to finish before troubleshooting further.
• Syncing is paused: If Pause Cloud Sync is turned on, changes won't be sent or received until syncing is turned back on. This is easy to forget after a service or event.
• Offline or error messages: If the popover shows that you're offline or reports an error, continue to the next steps below.
• Signed Out: If the status shows Signed Out, nothing will sync on this computer until you sign back in to your account.
• No Cloud Access: This appears when the computer is signed in, but the seat or subscription doesn't include Cloud. Syncing is paused and you won't be able to resume it from here. See the seat and subscription steps below.

Keep in mind that sync involves more than one computer. If changes aren't showing up on this computer, check the Status popover on the computer where the changes were made to confirm they finished uploading.

There are also two normal situations where changes simply haven't been sent yet. 

• Changes made while ProPresenter was closed on the other computer apply the next time it launches.

• Changes to a workspace that isn't the active one apply when that workspace becomes active again. 

In both cases nothing is lost — it just hasn't arrived yet.

2. Check Your Network Connection

Cloud workspaces need an active internet connection to sync.

1. Confirm the computer is connected to the internet. Try opening a website in a web browser.
2. If you're on Wi-Fi, check that the signal is strong. Consider a wired Ethernet connection for computers used during services.
3. If your organization uses a firewall, content filter, or VPN, check with your network administrator to make sure it isn't blocking ProPresenter from connecting to Cloud.
4. If the connection was recently restored after a short outage, give ProPresenter a few moments to reconnect and resume syncing.
5. If this computer has been offline for a long time and changes were made both on it and elsewhere, syncing may take longer and it's worth checking your playlists and presentations once it finishes.

3. Check for a Service Outage

If your network is working but syncing still isn’t, the next thing to rule out is a problem on our end.

Go to status.renewedvision.com. It shows the current status of Renewed Vision services.

If an incident is posted for Cloud, syncing will resume on its own once it’s resolved. You can keep working in the meantime, and your changes will sync when the service is back.

If everything shows as operating normally, continue with the steps below.

4. Confirm You're Signed Into the Correct Organization

Every computer syncing a Cloud workspace must be signed into the same organization. If a computer is signed into a different account or organization, the workspace won't appear or sync.

To check which organization you're signed into:

1. Go to ProPresenter > Settings > Account.
2. Look at the organization shown at the top of that page.
3. If it's the wrong organization, select Sign Out, then sign back in with the correct account.

Having trouble signing in?

• Forgot your password: Select Forgot Password on the sign-in screen and follow the instructions sent to your email to reset it.
• Not sure which email your account uses: Check with your organization's account administrator. They can see which accounts belong to the organization.
• Not part of the organization yet: Ask your organization's administrator to invite you. You'll need to accept the invitation before you can access its Cloud workspaces.
• Still can't sign in: Contact Support using the steps below.

5. Check Your Seat Type

Syncing requires a Presenter or Cloud Editor seat. 

Go to Settings > Account and look at Current Seat State. If it shows Local Editor, this computer will not sync Cloud workspaces. You can switch seats on that same screen, as long as your organization has a Cloud Editor seat free. If none are available you will see a No Seats Available message, and someone with admin account access will need to add seats.

For a breakdown of what each seat type includes, see ProPresenter Seat Types.

6. Confirm Your Subscription Is Active

Cloud syncing requires an active ProPresenter subscription. If your subscription has lapsed, your workspaces will stop syncing until it's renewed.

Nothing is deleted. Your content stays on your computer and you can keep working locally, and a Cloud workspace that's already open will stay open. Syncing resumes once the subscription is active again. While a subscription is lapsed, Settings > Account will show your seat as Unsubscribed.

To check your subscription status:

1. Go to accounts.renewedvision.com and sign in.
2. Look for the ProPresenter block on your Dashboard and select Manage Subscription 
3. Confirm the subscription shows as active and check the renewal or expiration date

If your subscription has expired or a payment failed, update your payment information or renew the subscription. Syncing will resume once the subscription is active again.

Other Common Issues

• "Make Cloud Workspace" or "Convert to Cloud" is grayed out: Make sure you're signed in, online, and that your organization has an active ProPresenter subscription. Organizations still using an unlock code rather than a subscription won't see Cloud options until they migrate to a subscription. See How to Create a Cloud Workspace.
• Not enough disk space to download or sync: Click Manage Storage in the alert to review your available space.
• Unexpected behavior when using iCloud Drive, Google Drive, OneDrive, or Dropbox: See Best Practice for Cloud.
• Media shows as Missing: This doesn't always mean the file is gone. There's no separate state for a download that didn't succeed, so a file that failed to download also shows as Missing. Open the Status popover to confirm nothing is still downloading. If nothing is in progress and it still shows as Missing, the download didn't complete rather than the file being lost.

Contacting Support

If you've worked through the steps above and are still having trouble, our Support team is happy to help. Submitting your request from inside ProPresenter lets us see details about your setup, which helps us resolve your issue faster.

1. In ProPresenter, open the Help menu.
2. Select Report an Issue.
3. Describe the issue, including:
   • Which workspace is affected
   • What you expected to happen, and what happened instead
   • Whether the issue affects one computer or several
   • What you see in the Status popover
4. Click Send to submit your request.