You might see that the Dropbox Community team have been busy working on some major updates to the Community itself! So, here is some info on what’s changed, what’s staying the same and what you can expect from the Dropbox Community overall.

Forum Discussion

hrgoldstein's avatar
hrgoldstein
Explorer | Level 3
2 months ago

Syncing from Synology cloud app has caused duplicates, and now syncing is stuck.

Client had a Team and Personal account for many years and they were linked, allowing sharing from Personal to Team folders.  Team account was synced from Synology Cloud Sync app.  After changeover in April or so of this year, we received email to update Cloud Sync app and reconfigure using Dropbox Team service.  Did so.  Chaos reigned as all folders from Personal and Team accounts were duplicated.  Dropbox support had us delete old folders which we did.  Relinked Team account from Synology and it is stuck, showing errors on a few files.  Deleted these files from Synology after pausing sync, then resumed sync, but still stuck.  Stopped Cloud Sync service and restarted- still no good.  Deleted configuration and re set up- still no luck.  We are out of options and quite frustrated!  Thank you in advance.

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff

    Hey hrgoldstein, sorry to hear about that! 

     

    Would you mind clarifying the app's current syncing status, and version please? 

     

    I'd also love to have a closer look at your ticket number, in order to check the troubleshooting steps you've already tried. Feel free to send me the number, so I can locate it on my end.

     

    Keep me posted, and we'll take it from there! 

    • hrgoldstein's avatar
      hrgoldstein
      Explorer | Level 3

       Client would have spoken with Dropbox support by phone.  I will have to check with her regarding a ticket number.

      • Megan's avatar
        Megan
        Icon for Dropbox Staff rankDropbox Staff

        Hey hrgoldstein, thanks for the added info!

         

        I could see that the communication took place a couple months back, but since the user didn't continue troubleshooting, the case was closed by our system.

         

        Have you updated Synology Cloud Sync to make sure you're on version 2.6.3 or higher? Also, have you set up the Cloud Sync configuration as this page describes?

About Integrations

Find solutions to issues with third-party integrations from the Dropbox Community. Share advice and help members with their integration questions.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!