Android App not uploading photos anymore

[D K.7]

Paid dropbox account, Samsung S4

Dropbox app on android device no longer uploads photos.  Trying clearing cache on android device, no luck

[Brandon B.1]

I contacted support via chat. They had even less idea what's wrong or how to fix it than anyone in this thread. I'll uninstall and reinstall the android app, and if that doesn't fix it, I'll give Google Backup & Sync a try.

P.S. I'm a paying customer. I pay for 1TB of Dropbox space. 

[Sanchez]

Hey @Brandon B.1, 

Sorry to hear that. What changed with you setup since the last time it all worked? Have you changed your device or operating system? 

Did our support team send your case to our mobile team for review? 

In any event, let me know how this goes. 

Thanks!

[Brandon B.1]

I uninstalled Dropbox on my Motorola Moto X4, and then reinstalled it. I also installed Google Drive. I then restarted my phone. That was last night.

This morning, I took a few photos with my phone. That was over an hour ago. Checking the Google Drive web site, the photos  are there. Checking the Dropbox web site, they aren't.

You can draw your own conclusions about what I'll be doing next. I am annoyed at myself for renewing my one-year Dropbox subscription a month ago, because I was already having this problem then. I just assumed it would be fixed. Oh, well.

[kirksel]

I feel the same way: it's very hit and miss and I should not have renewed my subscription. We can't be the only few who have noticed that pictures don't back up.

[Sanchez]

@Brandon B.1, thanks for filling me in. I’m sorry that you’re experiencing this. Can you tell me if our team has sent your ticket to our mobile specialists? 

@kirksel, have you submitted a support ticket that I can check on for you? 

Cheers

[Håvard D.]

Just wanted to chime in and tell you that the problem is still persisting on my device. No changes in hardware/reinstall since last time I posted and still have to reinstall the app every two months to get photo uploading to work. Auto upload does not work at all.

With this issue still unresolved and the some other changes I to regret renewing my Dropbox subscription for one more year.

[Sanchez]

@Håvard D., thanks for chiming in.

I’m sorry that this is still an issue for you. Have you submitted a support ticket? If not, I’d ask that you do that, so we can have an agent take a closer look, and get your case details to our specialists if necessary. I also would like keep an eye on your ticket, so please let me know your 7-digit ticket number when you get one. 

Reading back over your previous posts, I noticed that you’re running on Android 7. There is an incompatibility with our app and the way that the operating system handles services running in the background. Have a look at the original post and solution in this thread from our forum for more details. 

Cheers

[Brandon B.1]

Yes: that is the problem, and Dropbox has had months to fix it.

[Brandon B.1]

To anyone coming to this topic later: as of 2018-02-08, this issue is not solved. The suggestion here is to go into the "Battery Optimization" screen on the phone, and set Dropbox to "not optimized". I (and many other people) have done that. It made no difference.

[kirksel]

I went to the battery screen on my Note 8, added Dropbox to the list of apps that should not be put to sleep and it immediately started uploading pictures I just took. I took 2 new pictures, made sure DB was not loaded before and they immediately uploaded. It fixed the issue for me.