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Mac app not working after update

Explorer | Level 4

Dropbox app on Mac is not working after it was updated a week or so ago.  Keeps connecting and disconnecting (grey icon).  Count of files to be indexed, synced, etc. keeps growing up, coming down a bit and starts rising again.  No files are being synced. No word from Dropbox advanced support team.  Have reinstalled Dropbox app several times and have also completed an advanced reinstall with no luck.  Anyone else struggling with this issue?  Any thoughts / advice will be much appreciated.  Thank you.

8 Replies 8
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Re: Mac app not working after update

Dropboxer
Dropboxer
Hey there @ut, I’m sorry to hear you’re having this issue!
 
As you already have a ticket open with our specialists I’ve made sure to follow up there with your comments. I would strongly advise to continue working on this with them as they have access to more tools and a bit more visibility into your account specifically to be able to better assist.
 
That being said, this thread will remain open in case others are also experiencing the same issue. Sorry that I can’t be of much more help here at this point.
 
Thanks! 

Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Mac app not working after update

Explorer | Level 4

I got a note from Dropbox Support saying the "issue has been fixed" but unfortunately nothing has been fixed at my computer.  I'm at a complete loss in terms of who I need to approach to get this issue fixed?

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Re: Mac app not working after update

Dropboxer
Dropboxer
Hey again @ut,
 
Perhaps you could try restarting your device to see if this helps as it will refresh the apps running. If the issue still persists afterwards then I would suggest to request further advice from the specialists if there is anything else you need to do from your side.
 
Let me know how it goes - Thanks!

Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Mac app not working after update

Explorer | Level 4

Yes, did that and it's stuck at "Starting" for an hour.

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Re: Mac app not working after update

Explorer | Level 4

After over 90 minutes of being stuck on "starting", the dropbox app is now alternating between "Checking for changes" and "connecting" and greying in and out.  Problem continues to persist.

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Re: Mac app not working after update

Dropboxer
Dropboxer
Hey again @ut,
 
I’ve made sure to pass this along to the specialist handling your case. I wouldn’t want to propose any troubleshooting that may conflict with what they would suggest on how to proceed, so please keep your eye on your inbox for their reply. 
 
Thanks! 

Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Mac app not working after update

Explorer | Level 4

I'm still struggling with this issue and Dropbox Support has not been able to fix this yet.

Highlighted

Re: Mac app not working after update

Dropboxer
Dropboxer
Hey @ut,
 
As I mentioned before, I wouldn’t want to conflict with the advice given to you by our specialists. However, I’d be more than happy to go through some basic troubleshooting with you to try and pinpoint the issue (apologies if you have already answered any of the following with our team).
 
So, you mentioned the app was connecting/disconnecting, are you seeing the app stuck on “Connecting”? Also, do you have any symlinks within the Dropbox folder (where the actual file is located outside of the folder)?
 
If you are to leave the desktop app running for a short time, do you see progress in the sync status or does it appear to be stuck? If so, please click the Dropbox icon in your menu bar, click the profile pic/initials in the top right corner and then choose “View sync issues” and let me know if you see any errors there.
 
Finally, do you have a large amount of files within your Dropbox folder? The desktop app has a soft limit of 300,000 files that it can sync before there is a decline in the performance, but this also depends on your hardware specifications (which means your system can sync a higher amount). In this case, you could alleviate the strain on the desktop app by using selective sync and syncing large folders incrementally. 
 
Let me know what you find - Thanks!

Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


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