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Shared folder files do not sync

New member | Level 2
New member | Level 2

I'm currently a Helpdesk Support Specialist for my Company and i'm not familiar with this Dropbox issue that one of the employees is having. I believe he has a Dropbox Business account but the Smart Sync is not working either. All his files are marked "Local".

When another employee makes a change on a file in the shared folder, it doesnt sync with his. What he does to fix it is quit the desktop app and open it again. He has to do this every day now to fix it and he's tired of it. Is there a way stop this repeated process and have the files sync like theyre supposed to? DropBox Issue.jpg

4 Replies 4
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Re: Shared folder files do not sync

Dropboxer
Dropboxer

Hey there @jacobgalindo,

So that I can have a better understanding of this issue, can you let me know which version of the desktop app they have running on their computer? If they're running a beta version of the app, denoted xx.3.xxx, then I'd suggest downgrading to the latest stable version.

To do so, they'll need to visit their account settings page here and toggle off the option for "Early releases" towards the bottom of the page. Then they can download the latest version from here and run the installer.

Let me know what you find and we can go from there - thanks!


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


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Re: Shared folder files do not sync

New member | Level 2
New member | Level 2

Hey Daphne,

Their desktop version is - v80.4.126

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Re: Shared folder files do not sync

New member | Level 2
New member | Level 2

I restarted the desktop app and now its working temporarily but I have a feeling the problem is going to happen again. The SmartSync warning is still there. How can we get SmartSync to get up and running again? 

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Re: Shared folder files do not sync

Dropboxer
Dropboxer

Hey @jacobgalindo, thanks for checking that!

In that case, it may be due to a process of Smart Sync either not running or not being installed correctly. Can you check out the steps listed here and seeing if any of those does the trick and resolves the error message for you?

Let me know how it goes - thanks!


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


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