Apps and Installations
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Quick update on this: it appears that this primarily affects users with many (at least 25 or so) starred files. We have identified the cause and fixed the issue.
The fix will be in Dropbox for iOS v120, going out early next week (around Nov 6).
Thank you very much to those of you who wrote in and contributed by giving detailed descriptions of the issue, and extra thanks to those who sent in videos and crash logs.
Hey there @Marcocap - sorry to hear that!
Could you please try to clear the cache on your app and then sign out and back into your Dropbox account? To do this:
1. Navigate to the “Personal” tab
2. Tap the gear icon in the upper-left corner of the screen
3. Select “Clear Cache”
Once this is done then please ensure you log out of the Dropbox application, then restart your device and log back in again.
If that does not improve the app's functionality, please log a ticket with our team so we can have a look into this internally with all of our tools available. Alternatively, I could reach out to you via email to the address you use for your forum's profile.
In either case, please keep me posted.
Glad to hear this helped Marco!
Should you need anything else, don't hesitate to ask; and feel free to circle back to this thread if you have any updates on this matter.
Thanks for your swift reply as well and have a great rest of your day @Marcocap!
Sorry to hear that @tominmt - have you followed the intsructions I listed above?
If you did and still have issues with this, please send me a screenshot so I can have a visual of the problem as well.
Thanks for the update @tominmt - how are you today?
Have you tried clearing your cache again after you got this problem? Also, can you see these files on the web?
Note that the Camera Uploads feature works differently depending on the kind of device you have. Currently, the upload process has some limitations on iOS devices, specifically with location and background/foreground permissions. It looks like this could be the root cause of the issue you’re experiencing.
There are three things we can do to fix this issue.
1. Uploading files with the “+” (plus) button: If you’re manually uploading files using the “+” (plus) button, uploads will only run while the app is in the foreground (in other words, it’s the app you’re actively looking at).
When the app is put in the background (in other words, you’re actively looking at some other app instead of Dropbox), Dropbox can only run manual uploads for a few minutes. After this, iOS stops the process to save battery on your device.
To fix this issue, please keep the app in the foreground while an upload is in progress.
2. Auto-uploading from Camera Roll: If you’re using Camera Uploads to automatically upload photos from Camera Roll to Dropbox, you’ll need to turn on “Background Uploading.” This allows your photos and videos to continue uploading even if you don’t have the app open. To fix this issue, turn on Background Uploading:
1. Open the Dropbox app.
2. Tap the "Home" tab.
3. Tap the gear icon
4. Select “Camera Uploads.”
5. Toggle "Background Uploading" to "on." (Or, if it's already set to "on," toggle the setting off and then on again.)
If Background Uploading is turned on but Camera Uploads still stops, changing locations should restart the upload.
Moreover, bear in mind that our mobile app can be slow on iOS devices if the following are true:
A. You have “iCloud Photo Library” enabled
B. You have “Optimize iPhone Storage” enabled in your iCloud Photo settings
This option (the "Optimize iPhone Storage") stores the high-resolution versions of your files to the cloud, and keeps low-res versions on your device. For Dropbox to upload the high-res file, it has to connect to iCloud’s servers, download the photo, and then sync it to Dropbox. This process can be slowed by the strength of the server connection, and it only works over Wi-Fi.
3. To address this issue, if that is the case, you can try the following:
i. Disable the "Optimize iPhone Storage" setting on your mobile device
ii. Try using Desktop Camera Uploads. This automatically transfers new photos or videos to Dropbox when you plug your device into a computer with the Dropbox desktop app. To use this option, sign in to the Dropbox app on that computer with the same account you're signed in to on your phone. Then connect your phone to that computer (for example, with a USB cord).
This second option may not be any faster than a mobile upload, yet, if you have a large number of files you can leave Dropbox open overnight to allow the upload to finish.
I understand these options aren't ideal and our engineering team is actively working to make this better.
I hope this information helps and sorry for the lengthy response. Happy Monday!
PS: If you're still seeing this after all of my suggestions, you can log a ticket with our team so we can have a further look into this with all of our tools available.
For more info on available support options for your Dropbox plan, see this article.
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