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Forum Discussion
My app was stuck syncing a file for 24 hours.
Issue: Dropbox sync silently hung for 24 hours on a single problematic file instead of skipping it or showing an error. This blocked all other files from syncing.
When I contacted support asking to identify the blocking file, the CSR explained what 'sync' means instead of checking sync logs, and wasted 2 hours reinstalling clients etc
Two suggestions:
1) Improve error handling for problematic files so sync doesn't hang silently,
2) Train CSRs to check sync status when customers report stalls.
Actual solution in my case was to hunt folder by folder with selective sync until I replicated the stall. 2 hours with CSR, problem solved in 20 minutes my way.
1 Reply
- Megan
Dropbox Community Moderator
Hey edinHK, thanks for posting here!
Sorry to hear about that.
Your feedback regarding our Dropbox desktop application has been very valuable and I will endeavor to make sure your voice is heard.
I will pass on your comments to the relevant departments so that we can further improve our support service so that if you have to get in touch with Dropbox support again it will hopefully be a much better experience.
We listen to your needs because it allows us to fully appreciate how Dropbox fits into and influences your daily routine.
Happy to see that your issue is now resolved! If you need something else, please let me know and I will be more than happy to help every step of the way.
