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1.84 GB mp4 sync stuck on "finalizing" during website upload

1.84 GB mp4 sync stuck on "finalizing" during website upload

Zandiver
Helpful | Level 5

My iMac keeps freezing because it's having problems uploading and syncing a 1.84 GB mp4 file. I have v175.4.5569 of the desktop app installed. This has been going on for 3 days now. I've checked my plan and I have heaps of space, so that's not the issue.

Today I tried pausing syncing via the desktop app, opening Dropbox in my browser (Safari), and dragging the file over to upload. It uploaded 99% and one hour later the desktop app still shows it as "uploading".

Dropbox in my browser shows the file is "finalizing". In fact, it's stuck there. The message at the top of the upload pane shows, "Uploading 1 of 1 item, 1 second left". It's been like that for an hour. See screenshot...

Screenshot 2023-06-13 at 1.36.50 PM.png

If you can help me troubleshoot this issue I would be much appreciative.

15 Replies 15

Jay
Dropbox Staff

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

 

Are you only experiencing this with Safari? Could you try switching browsers to see if this helps?

 

Otherwise, you can try using incognito/private browsing mode without any extensions running, clearing your cache and even resetting your browser entirely.

 

Keep me updated with any progress!


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Zandiver
Helpful | Level 5

I tried with Firefox. Empty cache and no extensions. It uploaded to 1.72 GB then hung, then my iMac started intermittently freezing up and eventually it crashed and restarted. That NEVER happens. After the restart there's no sign of the file or the upload progress in Dropbox browser. I'm beginning to think maybe the file is corrupted?

Jay
Dropbox Staff

The Dropbox site doesn't keep a cache of the file, so you'd need to re-upload the entire file again to the site.

 

Let me know how it goes when you try it again.


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Zandiver
Helpful | Level 5

I set the upload going last night before I went to bed. I saw that it was uploading okay, albeit slowly, and went to bed when it was about 1.2 GB uploaded. In the morning it was stuck on "finalizing" again. Upload failed. I have verified that the file is not corrupted by playing the first few minutes of the mp4. Interestingly, it is part 1 of 3 videos and parts 2 and 3 have synced no problem. The original recording was split into 3 parts to send to me, which I then downloaded and saved locally. After that it should have automatically synced to Dropbox, but instead the fun & games started!

Jay
Dropbox Staff

Do you have the Dropbox desktop application installed on your machine? This would allow you to upload the file by moving it into the local Dropbox folder.


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Zandiver
Helpful | Level 5

Yes, v175.4.5569.

Syncing via the desktop app is where I originally had the hanging problem and why I moved to trying the web uploader method. Neither are working for me.

The file is still in my local Dropbox folder and still won't upload via the desktop app. All other files are updating no problem. Just that one is a problem. It's very weird.

Jay
Dropbox Staff

What is the current status of the Dropbox desktop application when you click the icon in the menu bar?

 

What syncing icon does the video have in Finder?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Zandiver
Helpful | Level 5

Desktop app status: Updating "filename p1.mp4"

Desktop app icon shows uploading in progress.

No syncing icons showing in Finder for any files at all.

Jay
Dropbox Staff

Could you try renaming the file and moving it to a different folder in your Dropbox folder?

 

If you're not seeing any icons in Finder, could you try these steps?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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    Zandiver Helpful | Level 5
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