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care4rei's avatar
care4rei
Explorer | Level 3
7 years ago
Solved

Syncing issue on macOS 10.15 Catalina

I have a trouble of dropbox syncing on macOS 10.15 Catalina.When I restart my macbook pro, dropbox starts syncing all the time and it shows all my files in dropbox is syncing.The syncing may take a l...
desktop
Mac
sync
  • Jane's avatar
    Jane
    7 years ago
    Hey J-Sync, thanks for staying in touch here! 
     
    As a follow-up step, I’d recommend unlinking & relinking your account on your Mac once, since it recreates the local database. Can you let me know if you’ve already done that? 
     
    You could also check out the steps below. Please note that it is very important to follow these steps specifically as failure to do so may result in other issues:
     
    #1. Make sure the Dropbox desktop application is running & click on the Dropbox icon in your menu bar. → Then click next to your profile picture in the Notifications panel. 
    #2. Select 'Preferences' & then navigate on the 'Account' tab.
    #3. Hold down the 'Option/Alt' key. 
    #4. Click on the 'Fix Permissions' button (make sure you're still holding down the 'Option/Alt' key. 
    #5. You may be prompted for your a username and password, this is your computer login credentials, not your Dropbox account ones. 
     
    Once you get a chance to have a look at my pointers, please keep me updated on the results!
chrisacam's avatar
chrisacam
Collaborator | Level 8
7 years ago

Fiona thank you. You may have seen cases as I have been trying to get your technical team to engage and resolve this. These cases should NOT have been closed as there is clearly still a problem. I did not request they be closed.

I responded to every email I received from the team, but did not get replies to my responses. They will say they sent replies but I never received anyting other than the initial case creation emails. And no, there is nothing in my Spam or Junk email!!

I gave up and am currently trialling alternative providers because it is obvious Dropbox do not care about these issues or ensuring their customers receive adequate responses.

If there is anything you are able to do, then great, but I suspect any raised or re-raised case will just be lost again.

This is really bad form on the part of Dropbox.

Fiona's avatar
Fiona
Icon for Dropbox Staff rankDropbox Staff
7 years ago

I want to make up for the support experience you've had up to now. 

There are cases, where our emails don't go through. I found tickets that closed due to inactivity. So, I understand you were not receiving them. I have reported this experience. Is your email an Alias by any chance? (Alias is an email redirecting your emails to another address/inbox)

Do you have a firewall that could be blocking our emails? 

I want to start with suggesting to update to our latest stable version: https://www.dropboxforum.com/t5/Desktop-client-builds/Stable-Build-84-4-170/td-p/375469

If this doesn't stabilize your syncing, I will personally create another case with you that I will follow up myself to make sure you are getting responses. 

Thank you chrisacam. 

  • chrisacam's avatar
    chrisacam
    Collaborator | Level 8
    7 years ago

    Thanks Fiona.

    No Firewall, No Alias.

    No trouble with receiving the initial case-creation emails, only the follow ups don't seem to come through.

    I'm currently on App v85.3.138 which is newer than the one you suggest I suspect.

    Syncing as of today does seem more stable, so perhaps the App has done an auto-update.

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