Cannot backup as it's stuck on "setting up..."

[John Xanthos]

Hello, I wanted to backup my desktop and documents on dropbox but when I select the folders I wanted and I pressed set up, it said  Setting up... and it got stuck there. I tried with a 20MB folder and it gets stucked and I cannot backup. How can I fix it?

[Daphne]

Hello there @John Xanthos, I hope you're having a good start to your week!

If you haven't done so recently, please reboot your computer to see if you can then apply the backup settings.

Also, let me know which version of the app you have installed at the moment.

Keep me posted - cheers!

[John Xanthos]

I tried but still does not work. I have version v117.4.378

[Daphne]

Thanks for checking that @John Xanthos!

Can you send me a screenshot of the window when you try setup the backup? The visual is always helpful, just to make sure we're not missing anything.

[John Xanthos]

It gets stuck on Setting up...

[Daphne]

Hmmm, I see. Thanks for those screenshots @John Xanthos.

If you haven't already, can you please ensure that you don't have any pending OS updates for your computer?

Also, are you backing up any of those folders with another app, or have any third party apps monitoring these folders?

If so, I'd suggest temporarily disabling these apps to see if you're then able to proceed with backing up the folders.

[John Xanthos]

Hello, I just updated at the latest version of Windows 10 Pro and I do not have any other apps. I tried again and waited for 30 minutes but still stuck on Setting up...

[Daphne]

Awesome, thanks for checking on that @John Xanthos.

Does the desktop app show the sync status as "up to date", or "syncing xx files", when you click the Dropbox icon in your system tray?

[John Xanthos]

No, it says Up to date.

[Jay]

Hi @John Xanthos, since it is taking time to set up, it does sound like there is an app that is still trying to access the Documents folder. This could be a security app, another cloud provider or even OS settings.

Are you certain that no other app is preventing or continuously accessing that folder?

If so, try contacting the support team directly for them to investigate this matter in more detail.

Once you get a ticket ID, please let me know the number here so I can locate it in our system!