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My dropbox is stuck on sync.
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. What is showing on the Dropbox website is correct but what is showing on the app/on my computer is out of date. I use it every day for work and am desperate to fix the problem ASAP.
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.
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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
- Lusil
Dropbox Staff
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
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?
- Lusil
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- Lusil
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.
- I ended up resolving the problem myself. I moved the files that weren't syncing out of dropbox and resaved and renamed them to something else then dragged them back in. This eventually solved the issue.
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?
