Forum Discussion

lucamosca1's avatar
lucamosca1
Helpful | Level 6
3 years ago
Solved

Sync stuck ... and I don't know where

I have a big archive (about 80+GB and 60k files) imported to a Dropbox account, I understand that the initial sync won't be immediate but now appears stuck. Chat support told me to check if there a...
desktop
sync
  • lucamosca1's avatar
    lucamosca1
    3 years ago

    Good news, reinstallation fix all the issues and I've been able to have all my content in sync in less than 4 hours.

     

    Some hypotesys and suggestion (sorry, I worked as a software QA 😄 )

    - Adding shared folder while the very first sync is running cause a loud mid-air collision and the client is basically blocked

    - Reinstallation restored everything, maybe because the first sync hasn't been interrupted by other invasive tasks and the application was able to perform in order all action needed (indexing, download and upload at the same time)

    - The emergency options in the "hidden" menu didn't solve my issue: since only reinstallation worked I suggest to add a button to trash every data used by application such as local database and restart from scratch, this can clean up everything and start a first sync without reinstalling.

     

    Thanks

Hannah's avatar
Hannah
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

Hey lucamosca1, thanks for bringing this to our attention.

 

Can you please let us know the exact sync status and version of the Dropbox app on your computer?

 

You can hover over the Dropbox icon in your system tray/menu bar, to see this info.

 

And also, if you click on the Dropbox icon, then on your initials/profile pic and then on "view sync issues", do you see anything reported there?

 

Keep me posted.

  • rmoscato's avatar
    rmoscato
    New member | Level 2
    3 years ago

    Hi Hannah, Luca here. I have to do assistance to my dad (owner of this big account, I posted from mine). Below the infor requested

     

     

    It seems no sync issues, but the values in tooltip are basically not moving. Asking in chat, ticket #22227076, I was suggested to check if some filname with stragen chars is blocking the sync

    • Hannah's avatar
      Hannah
      Icon for Dropbox Community Moderator rankDropbox Community Moderator
      3 years ago

      Thanks for the update and the ticket number, Luca.

       

      Is the sync status not moving at all or is it moving, just really slowly?

       

      Can you try the steps here (when applicable), to see if they help?

      • lucamosca1's avatar
        lucamosca1
        Helpful | Level 6
        3 years ago

        Hello Hannah,

        the sync is basically stuck. Since last message numbers has single-digit varaition. IMHO windows client is not able to correct handle all the stuff-to-do and varius processes are stealing computer resources each other (I'm working on a noteboot - i3-11th gen, with 8G of memory and ssd disk). I can try to reinstall dropbox application without touching the content of the folder.

        Maybe first very big sync + shared folder added on the run raises this mess.

         

        Isn't there any application log to send in order to troubleshhot this issue?

        Thx

About Create, upload, and share

Find help to solve issues with creating, uploading, and sharing files and folders in Dropbox. Get support and advice from the Dropbox Community.

The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!