DB keeps crashing when trying to scan and upload docs.

[KC7]

I have an iPhone 6S. My DB app keeps crashing when I try to scan a doc to load into my DB account.

[Lusil]

Hi there @KC7!

Could you please provide a bit more info on this? Are you experiencing this via Wi-Fi or data usage? Are you seeing any errors? Does this occur when you try to upload other files as well or only scanned docs? 

Also, any screenshots you could send along that illustrates the issue (omitting any personal info) would be much appreciated so as to have a better understanding of the behavior you’re experiencing. 

Thanks in advance! 

[KC7]

I am on Wifi.
I scan the document as per normal. In the processing the screen then goes black and the app closes. There is no error message or any warning.

[Lusil]

Thanks for the swift response here, @KC7!

In order to have a better look into this matter, due to account-specific info that’s required to further investigate, we’d have to continue this discussion via email. For this reason, I’ve gone ahead and sent you an email to the email address associated with your Forum profile. Please check your inbox for my latest message. 

Cheers! 

[pamo]

Was there any generalized solution to this? I have been experiencing the same issue when scanning multiple pages at a time.

[Lusil]

Hey there @pamo, sorry to hear that. 

As a first step, could you please ensure that you're running the latest version of the mobile app? If you are, have you tried clearing the mobile app's cache by any chance?

Let me know how it goes!

[pamo]

I am running the latest version. How do I clear the cache?

[Lusil]

Thanks for confirming that for me, @pamo. 

Depending on the OS you're using, to clear the mobile app's cache on an:

iOS device:

• Open the Dropbox mobile app. 
• Tap the Account tab. 
• Select the gear icon (which should take you to the settings). 
• Scroll down to Clear cache. 

Android device:

• Open the Dropbox mobile app.
• Select the three horizontal lines on the top left corner of your screen. 
• Go to Settings. 
• Scroll down to Clear cache. 

Let me know of any updates!

[roeyyohai]

I'm scanning a 4-page contract, using whiteboard option; and the app keeps crashing during the scanning process.  the screen goes black and the app quits.  I'm using the newest version of Dropbox and have cleared my cache, and its still happening. 

[roeyyohai]

I have the same problem.  I've updated dropbox, and cleared the cache.  using iPhone 8.

any help?

Thanks -

Roey