Forum Discussion

msheppard's avatar
msheppard
New member | Level 2
2 years ago
Solved

The desktop app on my Mac has been stuck indexing files. I can only access some of them.

I installed the mac dropbox update and the application began indexing my files. It has now been stuck for the last few days. I can only access some files. Many are now only available through dropbox....
desktop
Mac
sync
  • BenDBX's avatar
    BenDBX
    2 years ago

    Hi Everyone,

     

    Thanks for your patience while we investigated. We have confirmed that the problem with resyncing has been resolved with macOS Sonoma 14.1. Users should not experience a resync when upgrading to 14.1.

     

    Upgrading to 14.1 will prevent resyncing, but it will not resolve this issue for users who have already become 'stuck' on the resync upon upgrading to 14.0. We can help, but we're asking that users contact support for individual assistance.

     

    Regards,

    Ben

saggyhaggis's avatar
saggyhaggis
Helpful | Level 5
2 years ago

Hi,

 

Your statement is a bit unclear.

 

Are you basically saying that it is safe for Dropbox users upgrading from Mac OS 13.6 Ventura to Sonoma 14.1?

BenDBX's avatar
BenDBX
Icon for Community Manager rankCommunity Manager
2 years ago

Hi saggyhaggis,

 

Yes, our engineering team has verified that macOS 14.1 will not cause users to resync, as macOS 14.0 did. Since there will be no resyncing, no users upgrading to 14.1 will get stuck in this resync, which is what happened to many users in this thread.

 

Regards,

Ben

  • Teddy73's avatar
    Teddy73
    Collaborator | Level 9
    2 years ago

    BenDBX 

     

    Hi Ben,

     

    After I experienced the "stuck indexing" problem when I upgraded to Sonoma 14.0 I did full erase and reinstall of Ventura 13.6 and last week upgraded to 13.6.1.

     

    The problem of "stuck indexing" persists.

     

    So, if I now upgrade to Sonoma 14.1 will this solve my "stuck indexing" problem?

     

    Lastly, I really appreciate you recent posting here, myself and I am sure many others have been wanting more discussion from Dropbox about this problem, so thank you 🙂

     

  • BenDBX's avatar
    BenDBX
    Icon for Community Manager rankCommunity Manager
    2 years ago

    Hi Teddy73,

     

    Thanks for reaching out. Upgrading to macOS 14.1 will not cause resyncing, but it will not necessarily 'unstick' users who became stuck during resync upon upgrading to macOS 14.0.

     

    For users who are stuck on resyncing, you'll need to contact support for assistance. Resolving this issue will require account-specific troubleshooting, which is why we can't provide further assistance here on the Community forum.

     

    If there is a single process or a fix implemented on our end that resolves this issue for all users, I will update this thread with that information. However, I can't guarantee that will be the case, which is why users will need individual support.

     

    Thanks,

    Ben

  • Teddy73's avatar
    Teddy73
    Collaborator | Level 9
    2 years ago

    BenDBX 

     

    Thanks for the quick reply here Ben.

     

    I will upgrade to Sonoma 14.1 on one of my Mac's and hope that I have some success. If not, I'll be in contact for individual support.

     

    Once again, thank you for being proactive here, it is greatly appreciated!

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