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Syncing issues - stuck on indexing
For the last few weeks Dropbox on my MacBook Air M1 has been stuck on indexing and has not synced since the beginning of August
Things I have checked:
my system is MacOS 13.1 - up to date
macbook air M1 2020 - fairly recent
dropbox desktop app is up to date
I have fixed hard links and permissions
I have checked that the folders are syncing to Library > Cloud Storage
it's not my internet connection - I have 90mbs
it's not our account reaching capacity - i have 2tb and only use 10% of that
Still not working
I made a second request via email i have made - the first one went unanswered
Thanks
Eventually I found a workaround with regards getting live support.
Andrea helped me with a diagnosis and had a resolution and guided me through it all.
This involved going into Terminal and entering the text provided.
Not a simple solution, so all the more credit to Andrea
To note: this would never have been solved using email, with the current response times.
Thanks Andrea!
13 Replies
Replies have been turned off for this discussion
- Jay
Dropbox Community Moderator
Hi Neilwgardiner, thanks for bringing this to our attention.
Have you enabled full disk access for the Dropbox app in the Mac OS settings?
This will help me to assist further!
Yes -- I have enabled full disk access for Dropbox
I restarted
I then fixed the hard links and permissions
it is still indexing
- Jay
Could you try fully rebooting your machine, if you haven't done so already?
Thanks but I tried that and it did not work
Please could i have a support number that I can call so we can solve this more efficiently?
thank you for responding
however I have sent three messages to the email link and so far not had any response at all - even after the 24 hours stated
the issue remains unresolved
what other solutions for support are there?
- Hannah
Hey Neilwgardiner, can you give us the ticket number for one of those emails that you sent to our support team, so I can look into this?
HI Hannah -- ticket is #22595927
it has now been answered by Tyler, however he was unable to provide new ideas on how to resolve
I replied to him anyway with some screenshots
Considering that I have tried all options shown in the forum, replies and on other sites, is there any way you can make an exception to the policy [that only Business Plans get phone support] and call me, or give me a helpline number.
I am sure we could solve this in one call
- Jay
Unfortunately, there is no option to provide phone calls, as only Business users can contact the support team directly.
I'd recommend continuing with the email communication, since they have more account and device-specific tools that can be used to assist.
thanks Jay
This issue has been going on for 30 days
I have been actively and directly trying to get a resolution for over a week now, after doing my own research on how to resolve.
The only responses so far have been the ones above in this community thread and one response on email, which was more or less the same as what the thread responses were.
A 10-minute phone call would save your support department having to keep responding.
I don't understand that 'there is no option to provide phone calls'.
I am not asking Dropbox to defy the laws of physics.
I am not asking for special treatment.
Just a phone call
Please help and try to escalate this
