Uploads from Scan document on an Iphone 12 pro max are stuck

Hey guys, I hope you're doing well! 

If you're on iOS, please let me know if "Auto Capture" is set to on or off. You can check the status of Auto Capture by looking at the "Auto" icon at the top when capturing a scan.

Can you also try toggling it on/off and see if there's any difference? 

In my case auto capture is on. But doesn’t seem relevant. The picture is taken. The file is named. The capture process seems to be complete. Then it goes into Uploads and stays there for an extended time. Sometimes minutes. Sometimes days. Sometimes it instantly uploads.

It’s not a connectivity issue as all of my other network related apps work fine. And I’m able to access other Dropbox documents.

I can also take more scans, and they also appear in the Upload list, but they remain queued up behind the original stalled upload.

Once the upload begins, it seems to go quickly as normal.

Killing the app doesn’t have any effect. The file is there when you restart it.

If I had to guess, your backend upload process is flaky and your client doesn’t handle failures well. Instead of timing out and retrying, it just sits there. But it’s amazing an app restart doesn’t trigger a fresh try.

And again, the most frustrating part of this is that the files are inaccessible during the upload. If I could access them and then re-save them as a new PDF-- even in a different file service-- I could "rescue" them and try the upload later after cancelling. But with them being inaccessible, if I cancel, the file is lost forever. And the physical document is often no longer available.

Hey Riley M.2, sorry to jump in, but would it be OK with you if we reached out to have a further look internally?

Yes, it would be ok, but I might have fixed this issue.

I uninstalled Dropbox and removed all local data. Then reinstalled it.

And so far, the problem has not recurred.

I will update this thread again if it does.

Before switching to email communication, could you both try clearing the app's cache and ensure you're using the most up to date version of your device's OS version and our mobile app's latest version as well?

Apart from that, have you tried another wifi network or doing this via cellular data? If so, what were the results?

Keep me in the loop Riley M.2 & emsilver523

Hey emsilver523, thanks for all the details you’ve sent us so far. 

If you try to manually upload another small file from your phone’s camera roll, does the upload still get stuck, or is this only happening for your scanned documents? 

If it’s the latter, let me know and I’ll open a ticket for you.

That worked fine but again it is very random.  I might upload 50 fine and then it stops working.  This has happened at least 7-8 times over the past 6 months

I see what you mean. 

As soon as this happens again, feel free to give me a nudge here and we’ll investigate this further.

Hi Riley M.2, happy Friday! 

Thanks for posting here. Have you tried the troubleshooting steps mentioned in this thread, such as clearing the app's cache, uninstalling etc.? If so, did you notice the same behavior?

Let me know more! 

Hi Riley M.2, emsilver523, in order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

That would be fine.

Thanks, I've sent you an email, please could you reply to it as soon as you get a chance!

Hi again, Riley M.2.

I’ve just opened a ticket for you, as well. Please reply back to me, when possible, and we’ll further check this.

I'm having the same issue as well, as described by the previous users. Is there any update on this?

Hey threedots! Thanks for posting on the forum. 

Can you please clarify if you’re using the Dropbox mobile app, as well? What’s its current app version?

@Nancy, 

I'm using the iOS version 304.2.2

The problem has occured in previous versions as well, but cannot say when it was introduced. 

Edit: 

Just updated to 306.2.2 and tried uploading a scanned PDF. The problem persists, the file upload got stuck.