Sync stuck

[Juan Arevalo]

My dropbox has been stuck in sync for almost three weeks. I've tried restarting and reinstalling the app, unlinking my account, restarting my Mac, select other folders on the intelligent sync to see if the sync rebooted and nothing has worked. What can I do? I've tried everything and it's still stucked. Please help!

[Lusil]

Hi there @Juan Arevalo, thanks for checking in with us. 

Since you've already tried some initial troubleshooting already - great work by the way! - could you also try the following steps in the exact order listed, and see if they do the trick?

• Click on the Dropbox icon next to your computer's clock.
• Go to the avatar icon that should be on the top right corner of the Notifications panel.
• Select Preferences...
• Navigate to the Account tab.
• Click anywhere in the window under the tab.
• Hold down the 'Option/Alt' key.
• Click on the Fix Hardlinks button (make sure you're still holding down the 'Option/Alt' key).
• If you're asked for your computer's login credentials, enter them.
• Wait a bit to see if Dropbox resumes syncing.

If this doesn't help resolve the issue, repeat steps 1-6, and select Fix Permissions, instead. 

Let me know how it goes, cheers!

[Juan Arevalo]

Hi! I've repeated the steps you mention twice on both directions and it's still stucked. I'm getting new files recently created synced, but older ones that I need don't. I've checked trough the online site and I can download these older files but don't have access to them on the desktop app. I've really tried everything and it isn't working. Please help

[Daphne]

Thanks for trying that out @Juan Arevalo!

Can you let me know which version of the desktop app you have installed?

Also, can you try temporarily moving the files that are not syncing outside of the Dropbox folder to see if the app will complete sync? 

Keep me posted!

[Juan Arevalo]

Hi Daphne,

I have the Dropbox version 106.4.368

I've also moved files out of the Dropbox folder and it's still not working.

[Lusil]

Hey @Juan Arevalo, thanks for getting back to us. 

Have you tried temporarily closing or disabling any security apps or antivirus that could be affecting this? 

Let us know what you find, cheers!

[Juan Arevalo]

Hi! I don't have any security apps or antivirus so I don't think that might be the issue.

Is there any way that I could get a meeting online with someone from support? It's been almost a month since I've been having this problem and nothing has worked.

[Lusil]

Your support options depend on the account that you have. 

You can find yours by logging in to the website and going to dropbox.com/support. 

As for the desktop app, since you've carried out such extensive troubleshooting - great work by the way! - could you send us a screenshot of your current status? 

Thanks in advance for your time and effort, @Juan Arevalo!

[Juan Arevalo]

Sure, here it is. It's been like that for the past month.

[Daphne]

Thanks for that @Juan Arevalo!

It would be best to continue looking into this through our Support channel alongside some device specific info.

If you haven't already, please check out your available options from here.

You can let me know your ticket number (eg. #1234567) here so that I can pass along the info you've already provided here.