Upload Speed Issue

[NeilEvansRocks]

For the last few hours my MacOS client has been having issues uploading: the upload speeds are ludicrously slow to non-existent, the timer swings wildly from a few seconds to hours trying to upload a basic 200mb video.

I'm having no other connection issues, I'm on 1gbps up/down fiber and uploading the file to dropbox via a web browser takes seconds, all of the Mac app's settings are set to unlimited and every other service I use google drive/creative cloud etc are all fine - it isn't a connection issue. 

Text support on here have been next to useless asking me to 'reset my router' all of which I've tried long before contacting support, it is clearly some issue with the Mac app itself - and I haven't been able to escalate this to second line support because the robotic person reading off script on the chat box says that they can't do that unless it says there's an issue on the status page - which is clearly nonsense.

Help!

[Nancy]

I’m sorry to hear about this, @NeilEvansRocks.

If you try to upload another small file via the desktop app, does it sync to your web account or is syncing completely stuck? 

Also, can you share with me the ticket number from your convo with our support team? I’d like to have a look, as well. 

Let me know when you have more info.

[NeilEvansRocks]

It will upload small (very small) items, sometimes quickly sometimes it takes far longer than it should - larger files are intolerably slow.  If I upload that same file via the web interface it's super quick and appears immediately on my local dropbox - so no issue downloading,  It's currently saying it'll take somewhere between 1, 3 and 7 hours to upload a single 370mb videos - to be honest it looks entirely stuck

I opened a ticket here and had a deeply frustrating conversation that felt like I was conversing entirely with a robot stuck on script.

Ticket #21711676

[Hannah]

Thanks for this info and the ticket number, @NeilEvansRocks.

I can see that the agent you chatted with has sent your case to our team, so you'll be receiving a reply with additional info very soon.

If you need anything else, please let us know.

[NeilEvansRocks]

Still being passed about very slow support being asked to do things like 'restart my router', this is clearly an issue with the Mac client, it's only upload that's broken, and it's only dropbox that I'm having this issue with in the Mac client, on the same connection same machine I have no issues at all using the web interface to upload, or use any other services.

This needs to be taken more seriously, is there a telephone second line support I can speak to that won't waste my time asking me to 'restart my computer' like I'm a 5 year old? 

[Arielct]

Hi,

Im having exactly the same issue on my Mac. For the last two days a a 32mb files takes 6 hours to upload. My internet is fine as all other upload apps are extremely fast just Dropbox. tries my account on another Mac at my Office same upload speeds so its not a local issue with Laptop/Mac Pro or Routers.

Any ideas?

[Nancy]

Hey @Arielct! Sorry to hear you’re having the same issue. 

Out of curiosity, what’s the app version of the Dropbox app that’s currently running on your computer? 

Did you have any computer/Dropbox updates recently that could have affected this?

[Arielct]

Hi,

Thanks for the response.  

My internet speed

URL SPEED  please select

My DBox Version V172.4.7555

My Mac is a MacBook Pro (16-inch, 2019), 

2.6 GHz 6-Core Intel Core i7,

32 GB 2667 MHz DDR4

175Gb available on SSD drive

I have not added or changes any configuration or No Additional software has been added. 

We have a Business BD with over 13TB spare capacity to upload.

Hope this helps.

[Hannah]

Hey @Arielct, if you're having this issue with our desktop app, can you check your preferences, to make sure your upload speed is not limited?

[Arielct]

Hi Hanna,

 This is my setting