Unable to sync Dropbox on my new Surface Pro 8 & Windows 11

[PBACKER]

I am desperate. I bought a Microsoft Surface Pro 8 with Windows 11, and I have spent the past day trying to sync my Dropbox folders on the new machine to no avail.  Dropbox claims that it is "syncing ...", but nothing happens.

I have tried everything:

1. Rebooting my computer

2. Resetting my computer

3. Deleting the Dropbox cache

4. Uninstalling OneDrive (which I thought might be conflicting)

5. Turned off the firewall

6. Made sure Dropbox was one of the allowed apps

To no avail. This is the first time I am completely stumped. I have a MacBook Pro and a Surface Pro 6, and neither of them gave me any problem when I installed Dropbox back then.

Any suggestions? Is there an issue with Windows 11 maybe? The Dropbox version is 150.4.5000.

If I cannot get this fixed. I may have to return the laptop as Dropbox is central to my work.

Thanks in advance.

[Jay]

Hi @PBACKER, thanks for bringing this to our attention.

Do you have any proxy, VPN, security software, or even ISP/router settings could be restricting traffic to the following Dropbox domains?

Have you checked the proxy setting in the desktop app preferences to see if it's set to auto detect or no proxy?

This will help me to assist further!

[PBACKER]

Hello @Jay !

Thanks for reverting to me. 

1. I have no proxy, VPN, security software, or even ISP/router settings that could restrict traffic to the Dropbox domains that were listed. I am using Dropbox on my Surface Pro 6 and my MacBook Pro in the exact same environment with absolutely no issue.

2. My proxy settings are set to auto-detect. No proxy server has been set manually.

This is what I have done so far with no success:
+ Reset my new laptop to factory default 3 times
+ Uninstalled and re-installed Dropbox each time
+ Cleared the Dropbox cache
+ Attempted to install Dropbox in a different folder than the default one
+ Run Dropbox with and without the firewall
+ Install Dropbox using the advanced install procedures

[Megan]

Hey @PBACKER, thanks for the amazing troubleshooting you've performed there!

How long is it like that? Do you happen to have more than 300K files in your Dropbox account? 

If you have another WiFi connection available, can you try it out there too? 

[PBACKER]

Hello @Megan !

Thanks for reaching out. The stats of my Dropbox folder are as follows:
+ Size: 231 GB

+ Files: 68,908

+ Folders: 11,701

When I install Dropbox , everything runs normally, i.e. the application is installed and I have access to it. However, it seems as if the syncing process gets stuck. I posted a screenshot of what the app looks like in my original post. It has been the same every time.

I forgot: another troubleshooting I did was to reduce the # of folders to be synced to 2 to see if there were any issues with size. That didn't make a difference.

Thanks.

[Jay]

As this is a Surface Pro device, could you try, temporarily, connecting the device to a different network connection entirely, to ensure there isn't an issue there?

How many files do you have on your account approximately? Is it greater than 300k?

[PBACKER]

Hello @Jay 

As per my previous reply to @Megan, the stats of my Dropbox folder are as follows:
+ Size: 231 GB

+ Files: 68,908

+ Folders: 11,701

I have connected to a different network at home and outside the home. That hasn't solved the problem.

[Megan]

Hi @PBACKER, let's try one last thing, shall we? 

Can you uninstall the app, then try the advanced settings > selective sync when setting up the app?

You can then choose just 1 or 2 folders to sync initially and see if that helps. 

[IHSsafety]

Hi @PBACKER, did you get a resolution to your syncing issue as I have the same issue with a new Surface Pro 8 & Windows 11?

[Hannah]

Sorry to see you're also having this issue, @IHSsafety.

Have you tried any of the troubleshooting steps above, to see if they help?