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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.
8 Replies
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- Megan
Dropbox Community Moderator
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!
Client would have spoken with Dropbox support by phone. I will have to check with her regarding a ticket number.
Trouble ticket was: 24097247. Thanks again.
- Megan
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?
- Yes to both.
- Hannah
Hey hrgoldstein, have you contacted Synology yet for further assistance?
You can also ask your client to contact our support team from their own account, so that our team can access all the relevant account-specific info we can't.
I did contact Synology and unfortunately they referred me back to Dropbox after going through the recommended (at the time) steps to update the Synology app, and checking that the actual connection was working. They did not feel there was an issue on the Synology side. I had another client in a similar situation, but without a personal account, just a Team account, who I was able to perform the recommended steps at the time and continued to function properly, syncing fine from their Synology. I think at this point my client is so frustrated with the issue that she may not want to go back to the Dropbox Support team, but I will certainly suggest it. I assume you were unable to find anything that seemed relevant to the problem?
- Hannah
At this point, I think it'd be more fruitful to contact our support team from the affected account.
They'll be able to access more info that we can and perhaps send the issue to a more specialized team, so things can go from there.
