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Uploads from Scan document on an Iphone 12 pro max are stuck

Uploads from Scan document on an Iphone 12 pro max are stuck

emsilver523
Helpful | Level 6

When I use the Dropbox widget to scan a document on my iPhone, I take the photo, crop it, hit next, give it a simple filename with no special characters, choses a folder send click save, it just sits forever on uploading.  Subsequent scans say waiting for upload.  I have updated Dropbox to the latest version, and I am on iOS 15.6.1.  Even if I kill the app and come back, it is still sitting on uploading.  I have tried powering off the phone and airplane mode off and on, but it doesn't work.  The only way to fix it is to log out and back in to Dropbox but then I have to start the upload over.  This is happening weekly.

46 Replies 46

Nancy
Dropbox Staff

Welcome back to the Community, @emsilver523!

 

Just to be on the same page, can you clarify whether you’re using the Dropbox mobile app to scan your documents or the separate Dropbox Scan app instead? 

 

Have you also tried reinstalling the app on your mobile device and the issue persists?

 

Keep me posted for more updates.


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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emsilver523
Helpful | Level 6
I am using the actual Dropbox app. I have twice now removed the app and reinstalled. The issue doesn’t happen every time I use it. It works fine about 90% of the time.

Walter
Dropbox Staff

Hey @emsilver523, sorry to jump in, but have you ever tried clearing the app's cache when you notice this?

 

If this comes up again, please send us a screenshot of the page you get stuck on, and we'll take it from there.

 

Thanks!


Walter
Community Moderator @ Dropbox
dropbox.com/support


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emsilver523
Helpful | Level 6

I have tried clearing the cache in the setting and that doesn't change anything.  Here is what it does.  It just sits there loading forever.  you can just see the bottom one called rest not doing anything.

 

emsilver523_0-1661782224604.png

 

emsilver523
Helpful | Level 6

It is becoming more and more frequent.  i was just loading several documents.  The first 5 worked and the 6th one got stuck and now I cannot load anymore.

Hannah
Dropbox Staff

Hey @emsilver523, how are you?

 

Can you let us know if you notice any difference in behavior, depending on the size of the files, for example?

 

Does this happen with multiple pages (larger files), rather than smaller ones?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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emsilver523
Helpful | Level 6
99% of the files are single page files that I scan upload as about 300k-700k files.

Jay
Dropbox Staff

Hi @emsilver523, do you have enough free space on your mobile device, as the Dropbox mobile app might use the cache to generate, save and upload the scans?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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emsilver523
Helpful | Level 6
I have a 256GB device with approximately 44GB free.
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