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Fowzie T.'s avatar
Fowzie T.
Helpful | Level 6
9 years ago
Solved

Smart Sync storage issue on macOS Sierra 10.12- macOS High Sierra 10.13.3.

I'm really confused, the premise of smart sync is to free up local storage. This is a screenshot of a folder which contains about 2GB of data.  Am I doing something wrong?

 

https://www.dropbox.com/s/sjd34t39t0q7312/Screenshot%202017-02-18%2012.03.41.png?dl=0

Mac
sync
  • Jane's avatar
    Jane
    8 years ago
    Howdy folks,
     
    I’m , I’m working on the Community team at Dropbox & I’m posting here so as to stir this discussion towards a different route. Without further ado, I’m going to split this thread off into a number of different ones, as I’d like to avoid any confusion in regards to the topic or the status of this conversation. 
     
    Why are you splitting the thread?
    For context, this thread has been around since last February & a number of very separate (and now resolved) Smart Sync issues have been reported here. This separation was triggered as we like to group distinct issues together to better help users discover relevant content, advice and to help self-resolve.
     
    Don’t worry, no information is being removed, we are however moving some posts into other threads & for that reason, I’m going to include links to all the new threads at the bottom here. 
     
    As an example, this thread contains a lot of information & troubleshooting around an issue we experienced on Mac OS 10.13.3, something now resolved. We wouldn’t want people on 10.13.4 to attempt troubleshooting steps that weren’t relevant to their current state.
      
    But I still have my issue!
    We’ve moved all the open discussions into separate threads listed at the bottom. Apologies if we missed yours! Regardless, anyone who has opened a ticket with Support, that ticket will remain open and is unrelated to this split. 
     
    So, has this been solved forever? 
    The initial behavior reported here has been, however this thread has become a single point for a vast number of other Smart Sync posts,  some of which should have their own threads, some open, some now resolved.
     
    Where do I post Smart Sync comments now?
    Either in one of the below threads - or, if they don’t match the behavior you're getting, you may feel free to create a new one! :slight_smile: As this thread will remain public, you may also use it as a point of reference, so as to let us know of any troubleshooting steps you've followed from those mentioned above. 
     
    Thanks for your co-operation and please keep the discussion going in the below, or new, threads!
     
     
  • Jane's avatar
    Jane
    8 years ago
    For note, issues caught up in this thread, that should have had their own threads included:
     
    Issue 1: I can’t enable Smart Sync at all: 
    • Usually this was the result of an incorrect installation & in such cases, re-installing anew helped fix the issue. Alternatively, if you were running a Beta version of the Dropbox app on your desktop, you may need to check if this works on the most updated Stable version (Note: It's currently 48.4.58). 
    • Status: :white_check_mark:
    Issue 2: I’m on a Professional plan & I can’t get Smart Sync to work either: 
    • Some users on the Professional plan were experiencing an issue utilizing Smart Sync, as they had needed to enable System Extensions previously, which has been documented on this resource. 
    • Status:  :white_check_mark:
    Issue 3: I’ve made my files online-only, though they’re still using up my storage locally: 
    • In some cases, users reported that Smart Synced files might be locally stored in the cache folder a little longer, hence taking up space. Clearing the cache folder should resolve this issue. 
    • Status: :white_check_mark:
  • Jane's avatar
    Jane
    8 years ago
    Issue 4: I followed the instructions on your resources & set up my files as online-only, though I can see that they’re still taking up space on my pc/ Mac.
    • The Properties (Win) and Get Info (Mac OS) panel will indicate the actual file size instead of the size on disk, as you may expect. “Size on disk” is the space being taken up by a placeholder file and should be around 0kb.
    • Status: :white_check_mark:
    Issue 5: I can see that my Dropbox folder on my Mac OSX (v.42.4.114) reported file & folder size incorrectly, making it look like files were still residing on my hard disk.
    • After further investigation, we were able to determine that the Finder was showing the wrong size on disk for folders with compressed files.
    • Status: :white_check_mark:
    Issue 6: I can’t back-up my online-only files on the TimeMachine migration assistant & whenever it tries to access them, this action brings them back locally. 
    • This is related to the way TimeMachine reads file sizes and is an on-going issue, though this issue lies with Apple’s software. De-selecting the Dropbox folder when restoring if possible will work around this issue.
    • Status: :arrows_counterclockwise:
    Issue 7: Third-party disk management apps report Smart Synced files are present locally.
    • Some third-party app may read the nominal file size rather than the physical size. This is not a Dropbox issue, but down to the way some apps are built.
    • Status: :white_check_mark:

    That's all from me! As usual, I'll be around in case you'd need me to clarify matters in more detail, so feel free to ping me & I'll do my best to check back with you.

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  • anonymous's avatar
    anonymous
    8 years ago

    Guys, I am facing the same issue. Here is the sample:

     

     

    'du <directory_name>' shows only zeros, it seems ok.

    How can I fix it?


    Ticket #7432831

  • Jane's avatar
    Jane
    Icon for Dropbox Staff rankDropbox Staff
    8 years ago
    Hey akanurlan, 
     
    First of all, I’m wishing you a happy & prosperous 2018! 
     
    I can see that you’ve received a reply as of earlier today within the day through our official support channel. Once you get a chance to get back in touch with us via email, I’ll make sure to review the matter with my colleague & check the case on our tools. 
     
    Just in case you’re experiencing an issue locating our messages (or you need more help), please let me know here & I’ll do my best to follow-up with you. Hope you have an amazing rest of the day ahead!
  • diamonte21's avatar
    diamonte21
    Explorer | Level 3
    8 years ago
    Hi Jane,

    I’ve followed the steps (basically disconnecting and reconnecting my link to Dropbox) and this hasn’t worked.

    I’ve sent the screenshots requested but was asked for an additional one (which I have now sent through too).

    I’m unfortunately still waiting for a solution.

    Thanks,

    Charlene
  • diamonte21's avatar
    diamonte21
    Explorer | Level 3
    8 years ago
    Response from Dropbox: “While it shows the full size on disk, the folder is not taking up that space when that file is set to "online only" with Smart Sync“

    This is not true and is clearly taking up storage space on my laptop. It isn’t meant to, I agree. But nonetheless, it is as the screenshot shows.

    Response from Dropbox: “This fix is not backwards compatible so it doesn't apply to your current OS version.“

    I am currently running macOS 10.13.2 as my screenshot showed. Dropbox has advised that Apple have fixed this from macOS 10.12 onwards. This fix should therefore apply to my current system.

    Response from Dropbox: “This indicates that they are online only and taking up no space locally. When right clicking and selecting ‘Get Info’ on them you will see that files within the folder show as taking up 0kbs on disk.”

    I have sent multiple screenshots where I have selected “get info” and it is not showing 0kb. In fact, for the Dropbox folder it is showing 84.72GB.

    Despite customer services alleging that I am mistaken and there is no problem, this is being escalated to a specialist technician. They can only provide assistance if I can show a screenshot of all the files with grey clouds on my system. I cannot do this as there isn’t space on my laptop.

    I am growing increasingly frustrated having spent the last five days sending emails back and forth.

    Can you please advise me when this has been escalated and when I can expect a response.
  • thelouacosta's avatar
    thelouacosta
    Helpful | Level 5
    8 years ago

    I have been having a similar problem. I upgraded to Dropbox Pro and Smartsynced all my files to "online" to free up storage space on my computer. 2 weeks later, I am unable to Smartsync files online. Any new files I add only appear locally. I have had an open ticket with Dropbox regarding this for over a month. I have since uninstalled and reinstalled Dropbox several times but the issue still persists. I'm also running High Sierra. Any suggestions or feedback on how to solve this problem would be greatly appreciated.

  • Jane's avatar
    Jane
    Icon for Dropbox Staff rankDropbox Staff
    8 years ago
    Hey diamonte21, as your request has currently reached a higher level of support, I’ve made sure to transfer all your additional comments there, since they’ll be able to go through some hands-on troubleshooting, based on your account-specific info we have on our tools. 
     
    Rest assured you’re in safe hands now & they’ll follow-up with you on this email chain, so that you work together towards a fix. 
     
    - thelouacosta I’d like to check for your ticket internally & see if there’s a pending update by our higher-level technicians. Please let me know your ticket# in your next message, so as to locate it internally & make sure this is reviewed as soon as possible. 
     
    Thanks in advance & I’ll be awaiting your next posts here! 
  • idennis's avatar
    idennis
    Explorer | Level 3
    8 years ago
    So still no update from dropbox or Apple. This realy sucks!
    Why don’t you fix this. My laptop is not made for 1TB storage.
  • dmoses's avatar
    dmoses
    New member | Level 2
    8 years ago

    Hello,

     

    I am experiencing this issue even after I upgraded to high sierra. Its really weird, My dropbox folder is showing 635gb which is impossible since my internal HDD is only 500gb. When I check the storage under mac settings its showing that 480gb have been used. I've attached screenshots.

     

  • Ed's avatar
    Ed
    Icon for Dropbox Staff rankDropbox Staff
    8 years ago
    Hi all

    I have this under our dev's attention. I'll let you know as soon as I have updates
  • Ross_S's avatar
    Ross_S
    Icon for Dropbox Staff rankDropbox Staff
    8 years ago

    Hi all,

     

    Many apologies for the delay in responding here.

     

    We noticed a bug in High Sierra (10.13) where Finder counts the size of offline files, despite them not actually taking up space. Apple had originally fixed this in 10.12 but it looks like it has re-appeared in 10.13. The files aren't taking up space, though the overall disk space may look like it is in some views.

     

    We've notified Apple and are still awaiting them rectifying the issue.

     

    I'll jump back into this thread once I have a further update.

     

    Many thanks.

     

     

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