My dropbox is stuck on sync.

Hi Lusil,

Thanks for your swift reply.

I did exactly like you've asked.

The number of files stuck syncing decreased (from 196 to 21), but the folders marked with the blue syncing icon stayed the same. What is weirder is that when I enter some of these folders I see no files marked with the blue syncing icon, all green.

I have that same issue as part of my problem too - when I enter some of the blue syncing folders, there are no files marked with the blue syncing icon, all green. This isn't the case for all the folders/files, just some.

Thanks for trying the reinstallation,  Gayrisafi. 

I'd recommend giving the desktop app some time for now as it may be indexing for any changes.

If the status hasn't changed after a while, give me a nudge and I'll make sure to get back to you as soon as possible. :slight_smile:

Hi Lusil,

I mean no disrespect but I believe dropbox has completed indexing.

Another thing I have observed when I looked at my files on dropbox web is that some of the files I've deleted or renamed are still listed there. When I renamed/deleted a file on web for test purposes I saw that the number of files (stuck) being downloaded increased and when I did the same locally, the number of files (stuck) being uploaded increased.

I've tried the other solutions listed by other users (decreasing folder depth, renaming files shorter etc.), but nothing works.

Looks like the desktop app cannot rename/overwrite/delete the server versions, along with not being able to upload or download them.

I'd be glad if you have any other suggestions other than give it some time.

Thanks for the additional info, Gayrisafi. 

It sounds like there could be something slowing down the connection to Dropbox. 

Could you check if there's a proxy, VPN, firewall, security software, or even ISP/router restricting traffic to these following Dropbox domains. 

Could you also try another WiFi connection and see if that results to a different behavior?

Let me know what you find!

 Hi Lusil. I first posted on this forum on Tuesday and am still no further forward with resolving my issue. Your email of yesterday stated that a specialist from your team would be in touch but I have heard nothing from them. Please can you advise the best process for me from here? The resolution of this issue for my business needs is a top priority.

Many thanks.

Hey again, EdC30. 

Since the ticket is with one of our engineers, they'll be able to provide you with the next and most efficient troubleshooting steps. Rest assured, as soon as they have more info, theyll get back to you via email. 

Thanks in advance!

Awesome troubleshooting, EdC30! Glad to hear that you were able to get to the bottom of this. 

If you have any other questions, don't hesitate to give us a nudge and we'll do our best to help. 

In the meantime, I hope you have a lovely weekend ahead!

Hello, I have the same issue!

I already unistall/reinstalled 3 times and also, follow all the step that a tecnician sent me an the problem still

How can I fix this problem, please.

Yes. I did all this steps and also those bellows along with the complete email instruction and nothing happened. The sink just stop leaving some files out and whatever I open, it does not sync. However I can still see what the others from my team is uploading.

4) After this, please proceed to delete remaining registry entries: a) Click the Start button. Type REGEDIT in the search box and press Enter. b) In the Registry Editor, navigate into the following locations until you find the keys for "Dropbox" and "DropboxUpdate", they will be in either or both of the following two locations: HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\ HKEY_LOCAL_MACHINE\SOFTWARE\ c) In both or either of these folders, please delete only the "Dropbox" and "DropboxUpdate" folders by right-clicking on the individual folders and selecting "Delete". 5) Then, please delete the Dropbox remaining folders: a) Open a Windows File Explorer (not Internet Explorer). b) Type %LOCALAPPDATA% into the address bar (include the % percent signs) and press enter. c) Delete the folder "Dropbox" from the resulting window. d) Please repeat these steps with the following folders as well (it's OK if you don't find a Dropbox folder in any of those locations): %APPDATA% %PROGRAMFILES% %PROGRAMFILES(x86)% e) Then restart your system.

Hi there FabianaSA, thanks for giving some initial troubleshooting a try. 

Could you also try something else for troubleshooting purposes: temporarily disable your antivirus and ensure that you've configured your firewall to work with Dropbox? 

If this doesn't help, could you please provide me with the ticket ID (eg. #1234567) of your support interaction?

Keep me posted!

Hi Lusil

I have a Macbook Pro and am having the same issue with my number of files to sync seemingly stuck and random files not updating. It has been a few days now - no change.

Have you got easy to follow insructions in how to fix this that I can use. Otherwise can you help me contact phone support? I cant find the account page that generates the number to initiate a help phone call.

Thanks

Russell

Hi there tpfruss, thanks for checking in with us and sorry to hear that you're also having trouble with this. 

In general, the support options available depend on your account's plan. For example, currently, phone suport is only available to Dropbox Business users. 

You can have a look for more info on this here. 

I'd be more than happy to see what I can do to help though! 

Initially, have you checked out if you're running the stable version of the desktop app? How about if there's a proxy, VPN, firewall, security app, or even ISP/router hindering traffic to these Dropbox domains?

Keep me posted!

Hi Lusil

I am not very tech savvy unfortunately.

I have been using dropbox for years without an issue. I have reinstalled this Dropbox desktop app and it hasnt fixed the problem. What is a 'stable' version of the app?

I have done no updates to my Mac in the past while so nothing in my setup has changed to make this happen. I doubt of a firewall is responsible for this if so? I have no 3rd party security app.

I did recently join a business account trial by accident when a company began sharing their account with me to work with them a week ago and I was talking with your customer service to cancel that trial to understand how running 2 access areas works. One is a business account held by them and then I have my own Plus account.

What do you think?

Maybe I can get over the phone help because the problem is related to this business connection stuffing it up?

Thanks for writing back, tpfruss. 

Initially, please note that the support options depend on your account's plan. Specifically, phone support is only available to Dropbox Business admins during local business hours.

You can find more about this in this article. 

You also mention that you joined a Business team and you have a personal account. This wouldn't affect the syncing process on your computer.

The only thought that passes through my mind is if you have more than 300,000 files on your Dropbox folder(s), since the performance of the desktop app can decline in this case. 

Finally, you can find what version of the desktop app you are using by hovering over your Dropbox icon that's next to your computer's clock. Could you confirm that you have the latest stable version (83.4.152)?

Let me know how it goes!

Hi Lusil

Thanks for your reply.

I am pretty certain I dont have anywhere near 300,000 files in my dropbox but it would be good if I knew how to check this.

Confirming that my version of dropbox is that number above.

I had a case raised with the specialist support team by a chat support person after they could not solve my issue. It looks like waiting for an email response from them is my best bet at this point.

Here is a screenshot of the activity that is not updating my dropbox:

Thanks
Russ

Thanks for keeping me in the loop, tpfruss. 

Since you're already in touch with a specialized member of the team, I've passed your comments along to them and I'd recommend continuing with them.

I can see that they've replied to you, so don't hesitate to get back to them with any additional info. 

In any case, keep me posted! :slight_smile:

My Dropbox on Winodws 10 (version 84.3.160) is also stuck on sync.  I have tried to uninstall few times but the problem still exists.  What should I do now? Thank you.

How can I know which files are not syncing?  The status is freezing in "Syncing..." for long time...

Hi Lusil, I still with the problem! 

Sync is not finalizinhg and all the folders I open in m ycomputer gets with the blue sync symbol. I am not able to upload os save files that I open.

Any idea to help me?

Thanks for letting us know how you worked around that, tpfruss! Glad to hear that the desktop app's running as per normal. 

morisf, thanks for checking in with us on the Community! 

You can see which files haven't completed syncing yet from the blue syncing icon :arrows_counterclockwise: that should be next or on your files. 

However, since you mention that you're running the latest beta version of the desktop app (84.3.160), could you try reinstalling to the current stable version (83.4.152) instead?

FabianaSA, sorry to hear that you're still having trouble with this. 

Could you please let me know if you have an ongoing ticket with a member of my team by any chance?

Keep me posted on your progress, peeps!

I seem to have the same issue as above.   Dropbox App of Windows 10..    Just seemed to resart the application on it own.  And went into a  Re-sync of all files..    

I am Dropbox Business and have lots of files, so seems to be stuck..

Have not seen this occur before..

Pleae advise on any solutions.