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EdC30's avatar
EdC30
Helpful | Level 6
6 years ago
Solved

My Dropbox desktop app is stuck on syncing the same number of files

My Dropbox has been stuck syncing the exact same number of files for several days. There is no problem with my Internet connection and I have tried quitting/restarting/unlinking the app many times. W...
desktop
sync
  • EdC30's avatar
    EdC30
    6 years ago

    Thanks for your help, Lusil, but I think we should leave this here now. I hadn't realised the process would take this long to move to the first stage of someone getting in touch who can actually help/give advice. Unfortunately I don't have that sort of time at my disposal to resolve the issue so you can close the ticket now. My business requirements mean this is a really urgent enquiry, not something that can take four days without an engineer even getting in touch yet. Thanks again for your help.

    In the end I found an online solution that meant me having to back up my Dropbox data on an external hard drive as a safety, then unlinking my computer from Dropbox (again), quitting the Dropbox application on my computer (again), then deleting everything related to Dropbox from my Mac (data/application/cache/hidden files etc...) and then starting again from scratch. The crucial two elements seem to have been deleting the Dropbox data on my computer as well as going into the Mac Terminal application and entering a command to show all hidden files. There is a hidden .dropbox file that needed deleting (amongst others buried elsewhere in the system).

    I then relinked the computer with my Dropbox account - effectively treating it as if it's a brand new computer with no history of my Dropbox account anywhere to be found on it. The sync seems to be working now - it certainly isn't stuck at the same point as before - but not everything has finished syncing yet so I'll just have to wait and see...

    Thanks again for your help and sorry you weren't able to resolve it for me this time.

morisf's avatar
morisf
Explorer | Level 3
6 years ago

I can't see the blue syncing icon next to my files for days already.  There is always a notification asking me to reinstall to fix all icons.  I tried once before (when my files are still syncing successfully) but it still disappeared.  I just let it.  And so, I cannot see which files are having problems with syncing.

I just tried to download 83.4.152 (offline installer) but turns out it is automatically updated to 84.3.160...  Problem still exists and I feel so frustrated...

Lusil's avatar
Lusil
Icon for Dropbox Staff rankDropbox Staff
6 years ago

Thanks for letting me know, morisf. 

If you're using the beta version and you want to try running the stable one, you'll have to first uncheck the Include me in early releases option from your online settings:

  1. Log in to the website.
  2. Click on you account avatar at the top right corner of the page.
  3. Go to Settings.
  4. From the General tab, scroll down to the section titled Preferences and uncheck the box next to Include me in early releases.

If the syncing icons don't appear after reverting to the stable version of the desktop app, please check this Help Center article on how to check your overlay icons on your system.

Let me know if this helps!

  • morisf's avatar
    morisf
    Explorer | Level 3
    6 years ago

    The sync is completed finally!  I noticed that the version is updated to 85.3.133 and I guess this helped...

    Thanks so much for your help!

  • Lusil's avatar
    Lusil
    Icon for Dropbox Staff rankDropbox Staff
    6 years ago

    Thanks for keeping me in the loop, morisf! Glad to hear that your issue's resolved. 

    If you have any other questions or the behavior occurs again, just give us a nudge. 

    In the meantime, have a lovely day ahead!

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