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dropbox reverts TO online-only

dropbox reverts TO online-only

rsandidfc
Explorer | Level 3

I've subscribed to Dropbox for about 10 years. I've about 2 TB of files some of which are very large. I judiciously use both smart-sync and folder selection to control what is synced to my desktop or laptop and whether they are online-only or not.

 

I recently reinstalled my desktop (win10) and I installed dropbox as usual. Then I go through the all of the online-only folders and change the ones I use frequently to local, and dropbox proceeds to download them.

 

It can take over a day for everything to sync - but whats happening now is that dropbox keeps LOSING its settings about which files are online-only and which are local, and reverts everything to online-only. This is now the 4th day in a row I've had to select the folders I want locally and wait for dropbox to download, which hamstrings my ability to work for the day.

 

What I see is that dropbox starts downloading as usual, chugs along for hours, folders progressively going from the grey cloud icon to the blue downloading icon and finally the green local icon, and then at some random point all of the icons disappear entirely, then reappear as online-only and I have to start the process all over again.

 

Has anyone else experienced this odd behavior? Appreciate any advice as this is killing my ability to work!

 

Best regards,

 

Richard

5 Replies 5

Re: dropbox reverts TO online-only

Jay
Dropboxer
Hi @rsandidfc, thanks for posting on the Community!

When you say that the icons disappear and all the files return to being online-only, is there any connection with a recent change to the files inside, or the desktop app updating?

Are you reconnecting at a different location, for instance if this is a laptop connecting at two different locations?

This will help me to assist further!

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: dropbox reverts TO online-only

rsandidfc
Explorer | Level 3

No, the files aren't being changed, at least not all of them. And this is all happening on one machine. 

 

To me it looks like dropbox is in the middle of syncing and somehow loses its state and has to start over by "resetting" all files on this one machine to online-only.

Re: dropbox reverts TO online-only

Jay
Dropboxer
In order to look into this matter further, could you contact the support team directly for their assistance?

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system!

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: dropbox reverts TO online-only

rsandidfc
Explorer | Level 3

Yes I did chat with support today, ticket #12120947. They basically suggested I reinstall the software... considering this system was installed from scratch 3 weeks ago it doesn't seem to me that reinstalling should be the answer. Do you know if there is some way to get detailed logging out of the sync process so we can see what its doing?

 

Thanks Jay!

 

-Richard

Re: dropbox reverts TO online-only

Jay
Dropboxer
Thanks for the ticket ID. Reinstalling the app might help repair any issues occurring. 

If the issue persists, please get back to the support agent via email so they can investigate in more detail!

Jay
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
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