Desktop App stuck on "Updating Dropbox account..." after 10/14 Update was Pushed Out

Sorry to hear about this, abelke. 

Can you let me know the exact type of update you had right before this issue started on your desktop app? 

Also, how many files does your local Dropbox folder currently contain (you can double check this by right clicking on your Dropbox folder > selecting “Properties”)?

Finally, what’s the current app version of your Dropbox app? 

Let me know, when you’ve got more details.

Hi Nancy,

Thanks for the quick reply. The update that happened is specifically this one:

https://help.dropbox.com/plans/upcoming-business-team-changes?_camp=16203&_tk=prompt_top#moreorg

According to the new local folder created based on this update, I've got 154.6 GB of files in this folder. Overall, I've got a total of 729 GB of assets synced from Dropbox to my desktop using the Dropbox app.

I've got Dropbox v184.4.6543 installed.

Let me know if you need more info or clarification on my responses.

Hi there abelke, sorry to jump in here and thanks for the additional information.

Can you please let us know how long has the desktop app been stuck like that after the update took place? 

Have you rebooted your computer at all since you first noticed this? 

Hi Walter,

It's been stuck since Saturday (the day of the patch update). And yes, I have rebooted my computer since then.

Hi, I am also experiencing the same issue since the patch and I am on the same version.  A possible culprit is that since the update is that my local windows dropbox app mapping is no longer aligned with the file structure I can see on dropbox.com

I am also having the same issue.

I have 35 users, and two thirds of them are now stuck on 'Updating Dropbox Account' like the OP. Same patch, same version, same issue. I reached out to support and the issue was escalated, but I'm still waiting on a reply. If they are able to resolve it, I'll post what they did here.

This issue seems to happen in both Windows 10 and 11 Pro, but definitely 11 Pro more. A few users have just given up entirely, uninstalled Dropbox, reinstalled, and re-synced everything from scratch. Hoping for a solution that isn't this, though. 

My windows file explorer structure has now realigned with what I can see on dropbox.com.  Unfortunately i don't have a clear set instructions to share on how I achieved this, but something along the line of below seemed to help:

1) Make a random folder path online only

2) Close dropbox app

3) Ensure there are no new files you want to sync (if you do then do this manually via browser) and .dropbox.cache/new_files

4) Restart comp

Thanks JonB86 for sharing your experience! I'm glad to see that things are back to normal for you.

How about you, abelke and rodneyseverson? Does the issue persist?

If you can also give us your ticket number here, rodneyseverson that would be really helpful.

The Support agent didn't really offer any useful help to me, so I'm at least glad the reinstall route worked for you. I was pretty reluctant in considering reinstalls, too. We keep about 1TB in company files, with the average user syncing 250-500GB.

The Support agent's response was 'It appears your Dropbox account contains a large amount of files. The performance of the Dropbox application starts to decline after reaching about 300,000 files. You can read more about this issue in the Help Center' and they closed the ticket. My users already use Selective Sync and the other features to limit what files are saved on their PCs. I know this wasn't the issue, not to mention we all have the same files. 

In the end, I instructed all users to close everything on their PCs, leaving only the Dropbox service running when they left for the day. Every Windows 10 Pro machine resolved itself by the AM. For the Windows 11 Machines, it was a little more complicated; some worked after (1) Quitting the Dropbox service, (2) removing Bitdefender (anti-virus software) , (3) re-opening Dropbox. Others resolved themselves. I gave up and uninstalled/reinstalled Dropbox on the remaining PCs--I couldn't have another day of users without company files.

The whole experience has been pretty aggravating and has already created some issues and headaches I have to figure out:

1. The API link to Microsoft Power Automate has changed, breaking many of my file-saving automations.

2. A quarter of users are seeing the company Team folder inside their name folder in Dropbox (Company Dropbox > User Name > Team folder), while the others just see it normally (Company Dropbox > Team folder) and next to their username folder. Needlessly confusing.

3.  The Sync/Cloud/Off-line available symbols are spotty and don't always seem to work.