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Sync has stopped working
Hello, I have used Dropbox since about 2016, and have about 250 files created on my PC. Updating files on the PC used to automatically update the files on my mobile phone until I replaced it with a ...
That's good news, this means that the Dropbox account on the site and the account on the computer are linked to each other. This also means you have a second Dropbox account under the other email address which is visible on the Dropbox mobile app.
Since your PC files are the ones you want on the phone, try signing out of the mobile app from the settings, and then sign into the same email you used on the desktop app. Now the correct files will appear there.
Jay,
I followed the instructions on my Android phone, but none of the ways seemed to work. I will visit the Vodafone shop tomorrow to see if they can show me what to do.
Jeff
Jay,
Success! Here are four images from my phone, in the order I get them when looking at a file. Before I changed my phone, the app went straight to the third screen. Note that no files have been updated on the phone for a month - they all have the same date.
Jeff
- Nancy
Dropbox Community Moderator
Hey Jeff, I hope you don’t mind me jumping in here, too.
It looks like your desktop app is syncing properly, from what I can see from your screenshot, so I’d like us to check another thing together.
Can you please follow these steps on your desktop app and your mobile app and let me know if you see the exact same email address on both? Please don’t post your email address here; just confirm if it’s the same one that you see.
Thanks!
Nancy,
Thanks for helping. Yes, the email address on my phone Dropbox app and my PC are the same. Please note, though, that I normally access Dropbox on my PC through File Explorer (see earlier attached screenshots). I could only find out the PC email address by going into Dropbox.com and clicking on my initials in the black circle, but I wouldn't normally access my files in this way.
Jeff
An additional bit of information - if I access my files on the PC through Dropbox.com rather than File Explorer, it shows the same (old) versions that appear on my phone.
Jeff
Jay,
Screenshot as requested...
Jeff
- Jay
Are there any other devices connected further down the screen, such as a computer name?
Jay,
Here is the bottom of the screen.
Jeff
- Jay
Thanks, it seems you only have two mobile devices connected to your Dropbox account, meaning your computer and the desktop app is not connected to Dropbox, hence why it isn't syncing.
Could you try opening the Dropbox desktop application and see if there is any email listed there in the preferences, or if there is an error of some sort?
Jay,
I only have one phone, so I don't know why two are connected. Could one be my previous phone?
I don't have Dropbox on my taskbar - I access it using File Explorer, along with my Documents and Pictures. It is not among 'hidden icons', either.
Jeff
- Jay
Most likely then it could be an older phone, since it hasn't been connected for 2 weeks.
Regarding Explorer, even though there is a Dropbox folder there, it doesn't mean that it is syncing to any account, it could just be a folder that isn't 'live'.
If you haven't run the Dropbox desktop application recently, then this is why your files aren't syncing, since according to the site, there is no computer device linked to this account.
Have you tried running the app and signing into your account, or reinstalling it for the Dropbox folder to start syncing again? If it does show as syncing in the system tray near the clock, let me know.
Jay,
I followed your link, and I now have the Dropbox icon on my taskbar for the first time. When installing it, it said that I already have an account and stated my previous email address, which I changed earlier this year. However, when I go into the app, it has my current email address registered.
No change to the files on the phone yet. What else do I need to do?
Jeff
P.S. Syncing was working on my previous phone after I changed my email address.
- Jay
Could you check to ensure that the email on the Dropbox account was changed, by attempting to login to the old email on the Dropbox site?
You can test this by using an incognito/private browsing window to login to the site:
Jay,
I followed the instructions in the link, went into Dropbox.com and tried to log in with the old email address, but I couldn't remember the old password, so I requested a new password link (see screenshot below), an email arrived at the old address, I changed the password and logged in. The files shown were the same versions that I would see using File Explorer.
Jeff
- Jay
That's good news, this means that the Dropbox account on the site and the account on the computer are linked to each other. This also means you have a second Dropbox account under the other email address which is visible on the Dropbox mobile app.
Since your PC files are the ones you want on the phone, try signing out of the mobile app from the settings, and then sign into the same email you used on the desktop app. Now the correct files will appear there.
Jay,
That seems to have worked! My heartfelt thanks to you and your colleagues for all the help that you have provided. Geniuses!
Jeff
- Jay
No worries, glad to have helped out! If you need any further assistance in the future, please let me know.
Enjoy the remainder of your week!
