Syncing is frozen in the desktop app. Help!

[dmathes]

My upload has been frozen for 3 weeks now.  I have tried to get some help and 3 different reps have given solutions that only made it worse.  I have tried repeatedly to get phone support and to no avail.   I have tried deleting app and reinstalling.  I do not have a wacom driver so I don't need to update.    I turned off my screen saver so computer is constantly running. And I signed out and resigned in as instructed so everything was reindexed. but it gets to a certain place and freezes.  I have at 609 files uploading for  days now.   Help! My clients are getting so frustrated. 

[Megan]

Hi @dmathes, let's jump right into this! 

It sounds like your desktop app is stuck syncing a certain amount of files. Could you clarify the version of the app, that you're using on your end?

You can find this by locating your Dropbox icon on the menu or task bar, next to your WiFi and hovering your mouse over it. 

You also mentioned that you've tried contacting our Support team. Can I ask for the latest ticket number of yours, in order to locate it on our end?

Keep me posted, and we'll take it from there.

[dmathes]

Ticket # is 21641456, I don't remember the first persons name but I have been in contact with Jennifer and then Jake.  Drop box 169.4.5684 Indexing 357 files  Uploading 579 files is what it says when I hover over icon on task bar in bottom right hand corner.   

[Megan]

Hi @dmathes, thanks so much for the ticket number reference! 

I was able to locate your communication, and it seems that the case has been passed onto the hands of a Specialist. 

I have also passed my own comments, just to help you expedite this process; however I do think it's important that you stick to the email communication for now, since the Specialized agent will have a clearer view, as to what's happening on your device, due to account-specific info.

If you need anything else, I am here!

[dmathes]

The specialized agent has not helped.  None of my emails or attempts of phone calls have helped.  I am stuck.  This was a 'hail mary' before I have to leave drop box.  

Thank you for responding.  

[Hannah]

Hey @dmathes, I completely understand where you're coming from.

However, I do see that our team is currently still working on your case, so once they have more info or steps for you, they'll get back to you on that email chain.

If you have any other questions, please let us know.