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Desktop App stuck on "Updating Dropbox account..." after 10/14 Update was Pushed Out
Hello,
I logged on this morning to find that my desktop app (Windows 10) for Dropbox is stuck on "Updating Dropbox Account..." and won't budge. I even attempted to re-install Dropbox, and that ...
Hi Hannah,
I decided to try rodneyseverson workaround and do an uninstall/reinstall of Dropbox, and that seemed to work.
I'd rather not have taken this solution because deleting and re-downloading over 700 GB of assets isn't ideal, but I couldn't wait any longer at work.
Thanks anyway for your help. Please remember this when sending out new patches of Dropbox in the future.
Thanks,
Aimee
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
- Hannah
Dropbox Community Moderator
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.
Hi Hannah,
I decided to try rodneyseverson workaround and do an uninstall/reinstall of Dropbox, and that seemed to work.
I'd rather not have taken this solution because deleting and re-downloading over 700 GB of assets isn't ideal, but I couldn't wait any longer at work.
Thanks anyway for your help. Please remember this when sending out new patches of Dropbox in the future.
Thanks,
Aimee
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.
