Antonio Díaz Díaz, Sync Stuck at Initializing Sync #100268

https://thebrain.zendesk.com/agent/tickets/100268

Hello Antonio,

Thank you for sending the log.

Based on the checks you completed and the latest log, this now strongly suggests that something on the Mac is blocking TheBrain’s sync connection.

The TheBrain Cloud endpoint is available, and you were able to open https://api.thebrain.com/ in Safari. Since the same sync issue happens on WiFi, Ethernet, and iPhone hotspot, this does not appear to be a normal internet connection issue.

At this point, the most likely cause is local security filtering on the Mac, such as McAfee LiveSafe, firewall rules, network filtering, or another security tool blocking TheBrain’s app connection. McAfee may still be filtering traffic even if the main antivirus or firewall options appear to be disabled.

Please try one of these next steps:

• Fully allow TheBrain through McAfee LiveSafe and any firewall or network security settings

• If that does not work, temporarily uninstall McAfee LiveSafe completely, restart the Mac, then test sync again

• If the Mac has any other security, firewall, VPN, filtering, or network monitoring tools installed, please check those as well

Unfortunately, we cannot fully troubleshoot McAfee or local network security rules from our side, because those settings depend on the machine and security software configuration. The next step will need to be checking what is blocking TheBrain locally on the Mac.

Best regards,

John