Smart Sync storage issue on macOS Sierra 10.12- macOS High Sierra 10.13.3.

[Fowzie T.]

I'm really confused, the premise of smart sync is to free up local storage. This is a screenshot of a folder which contains about 2GB of data.  Am I doing something wrong?

https://www.dropbox.com/s/sjd34t39t0q7312/Screenshot%202017-02-18%2012.03.41.png?dl=0

[Jane]

Hey diamonte21, I appreciate your detailed description of the issue & including your open request# in your post here. I hope you’ve spent a wonderful time during the holidays & I’m wishing you the best for 2018! 

As I've located your support ticket on our system, I can see our colleague has replied to you there yesterday sending over some steps to follow & they're awaiting your reply, so that you proceed to resolution together. Please include all relevant info on what you’re experiencing (eg. any screenshots of the “Get info” window or other troubleshooting steps you’ve followed would be very useful) on this correspondence & they’ll make sure to follow-up with you as closely as possible.  

At your convenience, could you check your inbox for our latest message and let me know here if can't find it, so that I make sure to send that again? 

You can also reach back out here in case you need further assistance, just let me know in this discussion!

[anonymous]

Guys, I am facing the same issue. Here is the sample:

'du <directory_name>' shows only zeros, it seems ok.

How can I fix it?

Ticket #7432831

[Jane]

Hey akanurlan, 

First of all, I’m wishing you a happy & prosperous 2018! 

I can see that you’ve received a reply as of earlier today within the day through our official support channel. Once you get a chance to get back in touch with us via email, I’ll make sure to review the matter with my colleague & check the case on our tools. 

Just in case you’re experiencing an issue locating our messages (or you need more help), please let me know here & I’ll do my best to follow-up with you. Hope you have an amazing rest of the day ahead!

[diamonte21]

Hi Jane,

I’ve followed the steps (basically disconnecting and reconnecting my link to Dropbox) and this hasn’t worked.

I’ve sent the screenshots requested but was asked for an additional one (which I have now sent through too).

I’m unfortunately still waiting for a solution.

Thanks,

Charlene

[diamonte21]

Response from Dropbox: “While it shows the full size on disk, the folder is not taking up that space when that file is set to "online only" with Smart Sync“

This is not true and is clearly taking up storage space on my laptop. It isn’t meant to, I agree. But nonetheless, it is as the screenshot shows.

Response from Dropbox: “This fix is not backwards compatible so it doesn't apply to your current OS version.“

I am currently running macOS 10.13.2 as my screenshot showed. Dropbox has advised that Apple have fixed this from macOS 10.12 onwards. This fix should therefore apply to my current system.

Response from Dropbox: “This indicates that they are online only and taking up no space locally. When right clicking and selecting ‘Get Info’ on them you will see that files within the folder show as taking up 0kbs on disk.”

I have sent multiple screenshots where I have selected “get info” and it is not showing 0kb. In fact, for the Dropbox folder it is showing 84.72GB.

Despite customer services alleging that I am mistaken and there is no problem, this is being escalated to a specialist technician. They can only provide assistance if I can show a screenshot of all the files with grey clouds on my system. I cannot do this as there isn’t space on my laptop.

I am growing increasingly frustrated having spent the last five days sending emails back and forth.

Can you please advise me when this has been escalated and when I can expect a response.

[thelouacosta]

I have been having a similar problem. I upgraded to Dropbox Pro and Smartsynced all my files to "online" to free up storage space on my computer. 2 weeks later, I am unable to Smartsync files online. Any new files I add only appear locally. I have had an open ticket with Dropbox regarding this for over a month. I have since uninstalled and reinstalled Dropbox several times but the issue still persists. I'm also running High Sierra. Any suggestions or feedback on how to solve this problem would be greatly appreciated.

[Jane]

Hey diamonte21, as your request has currently reached a higher level of support, I’ve made sure to transfer all your additional comments there, since they’ll be able to go through some hands-on troubleshooting, based on your account-specific info we have on our tools. 

Rest assured you’re in safe hands now & they’ll follow-up with you on this email chain, so that you work together towards a fix. 

- thelouacosta I’d like to check for your ticket internally & see if there’s a pending update by our higher-level technicians. Please let me know your ticket# in your next message, so as to locate it internally & make sure this is reviewed as soon as possible. 

Thanks in advance & I’ll be awaiting your next posts here! 

[idennis]

So still no update from dropbox or Apple. This realy sucks!
Why don’t you fix this. My laptop is not made for 1TB storage.

[dmoses]

Hello,

I am experiencing this issue even after I upgraded to high sierra. Its really weird, My dropbox folder is showing 635gb which is impossible since my internal HDD is only 500gb. When I check the storage under mac settings its showing that 480gb have been used. I've attached screenshots.

[Ed]

Hi all

I have this under our dev's attention. I'll let you know as soon as I have updates