Forum Discussion

kevinjones's avatar
kevinjones
Explorer | Level 3
2 years ago

My app on Windows has been stuck on 'indexing' for 2 days.

I have a fresh install of Windows 11 onto which I've installed Dropbox. It's a fresh install on this machine so there are on local files. It's been stuck on 'indexing' for 2 days. I've tried restarti...
desktop
Install
windows
Megan's avatar
Megan
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 years ago

Hi kevinjones, thanks for giving it a go! 

 

May I ask if you have any security programs like antivirus or firewall running on your computer?

 

If so, can you temporarily disable them to see if things improve at all?

kevinjones's avatar
kevinjones
Explorer | Level 3
2 years ago

I've turned off the anti-virus and the firewall (a while ago)

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Would you mind sending me a screenshot of the indexing status, in order for me to also have a visual of this kevinjones? 

     

    Also, have you tried uninstalling the app, and installing through here, using or offline installer? 

  • kevinjones's avatar
    kevinjones
    Explorer | Level 3
    2 years ago

    This is the image. I'll try the offline installer now and see what happens

  • kevinjones's avatar
    kevinjones
    Explorer | Level 3
    2 years ago

    I've tried the offline installer and it's exactly the same,

     

    Kevin

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Hi from me as well, Kevin. You mentioned in the beginning that you’re using selective sync for a single folder; can you let me know the approximate number of files that are syncing in your Dropbox folder? 

     

    You can double check this by right clicking on it and going to your Properties. In general, the Dropbox app may face performance issues if it tries to sync more than 300k files, so I’d like to make sure that’s not the case here.

  • kevinjones's avatar
    kevinjones
    Explorer | Level 3
    2 years ago

    The root folder has about 30 files in it (that's always synced I believe) and the folder I was trying to sync had a single file in it. In fact at the moment I'm not trying to sync any folders (apart from the root) and it's still showing 'Indexing...'

     

    The app is definitely doing something as Task Manager shows it running at between 4% and 6%

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Thanks for clarifying that! I had a look into our system in the meantime and I can see you’re also in touch with our support team. 

     

    I’ve left them an internal note for you, so they’ll check this further and reply back as soon as possible.

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