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Forum Discussion
My Dropbox app is stuck syncing files on Windows 11 after an advanced reinstall.
Device
Desktop PC Operating System/Browser (if using the web)
Windows 11 Pro Dropbox App Version (if using the app)
237.4.5655
My desktop app has been stuck syncing for about a week. ...
You're welcome for the info. Glad to have spent the week testing for you! :)
Could you tell me why I would want to do this complex seeming 'advanced reinstall', vs a regular uninstall then erase of the dropbox folder followed by reinstall?
I'm not willing to risk selective sync conflicts as that has caused huge issues in the past, and it sounds like this process could end up causing them.
This is only making things more confusing. The goal is not to reduce folders, that was what support advised me to do because sync has been stuck for days. The goal is to get sync working again.
- Hannah
Dropbox Community Moderator
I understand where you're coming from Jasper B.3, and I deeply appreciate your patience throughout troubleshooting.
Running an advanced reinstall will reset cached settings and configuration, which essentially ensure a fresh start.
Assuming you want to give it a try, before you proceed, we'd recommend the following:
- Taking a screenshot of which folders you haven't allowed to sync to your desktop in the selective sync settings.
- Double-check the de-selected folders on your device to see which ones still appear before your attempts to de-select folders.
Rest assured that I completely understand your concerns about the selective sync conflicts and ideally, I'd recommend having everything sync anew by utilizing selective sync upon installation (choosing specific folders to sync).
In the meantime, if you haven't already, please also ensure that there's no interference with your security or firewall software.
Aside from that, I can see that you've already tried contacting our support team, so I went ahead and added an internal note into your ticket with a summary of our discussion so far.
Thanks. I'm waiting three more days for a new SSD I bought to be delivered to backup my local dropbox folder before erasing it. This will have taken at least two weeks without access to sync, during which I've had to put my business on hold.
I haven't heard anything from Support but they've advised me to reinstall. Which I'm not going to do until I can at least backup what I have synced in case of conflicts that could occur when trying to get sync working again. In the meantime it would be great to get some kind of confirmation that you could look into the way the software generates log files. In no circumstances should dropbox be silently filling your boot drive with 100's of GB's of hidden log files per day. It shold handle such situations more gracefully, instead of crashing a user's entire system. Support told me it was "expected behaviour" due to the amount of files I had. That is a shockingly poor stance to take.
- Dell_Dropbox
Community Manager
Jasper B.3 Hey there, just circling back after the holiday weekend to update you that your case is actively being looked into. The details are beyond the scope of something I can personally help out with here in a public forum but I wanted to provide some reassurance that you have not been forgotten. Thank you for the remarkable patience you've shown thusfar.
