Why are my files not syncing?

[annoyedabout]

My dorpbox is frozen at 44k files trying to sync. I have gone through the forums trying to follow the recommendations. Down the list it says log out then in. There is no sign out or logout option on the dropbox app on the mac, at least on mine. "Support" chatbot only answeres questions irrelivent to my issue. How do I get support on this? This is quite annoying and a waste of my time. I have been a paid customer for years. How do I get to live support or at least a person on the end of the chat?

[Jay]

Hi @annoyedabout, thanks for posting today!

If you are on a paid account, then you should have the option to write a ticket or chat with an agent on the support page while logged into your account.

Currently, we only provide incoming phone support for team admins of Dropbox Business subscriptions.

Regarding your query, are you certain you're viewing the Dropbox desktop application preferences when trying to sign out of your account and back in again?

Keep me updated with any progress!

[annoyedabout]

When you go https/help.dropbox.com/accounts-billing/settings-sign-in/sign-in-out

it says:

1. https/help.dropbox.com/installs-integrations/desktop/view-preferences
2. Click the Account tab. 
3. Click Sign out. 
   • If you have linked accounts, click Sign out next to the account you’d like to sign out of. The accounts https/help.dropbox.com/accounts-billing/multiple-accounts/link-unlink-two-accounts and the other account will stay signed in.
4. Click Sign out again to confirm. 

I click on the dropbox icon at the top of the mac, and no options are there for an account tab. There is no sign out option. I finally found it after clicking my icon in the window that came up and then clicking accout then sign out. There appears to be a missing step.

[Jay]

It looks like the steps are correct as listed; you need to click the Dropbox icon in the menu bar, then click the Preferences option under the avatar, and then you can view the Account tab.

I'm glad to hear you were able to sign out of your account. Signing in would happen when you next click on the Dropbox app.

[annoyedabout]

My dopbox sync seems frozen. The count in unsynced files goes up when I cange files (as you would expect) but doesn't go down. The current sync has been going for several days and is stuck at just over 40k files. I have stopped, restarted, rebooted the mac, logged out and back in--all with no result.

After the logout / login, the file count was much higher and it got down to the 40K range and stopped again. It seems like there is somethign killing it at that point. 

Please advise what should be done to re-establish the sync.

[Jay]

If you click the avatar on the top right, and then 'View sync issues' do you see any messages there?