My dropbox is stuck on sync.

[EdC30]

My Dropbox has been stuck syncing the exact same number of files for several days. There is no problem with my Internet connection and I have tried quitting/restarting/unlinking the app many times. What is showing on the Dropbox website is correct but what is showing on the app/on my computer is out of date. I use it every day for work and am desperate to fix the problem ASAP.

[Lusil]

Thanks for trying the reinstallation,  @Gayrisafi. 

I'd recommend giving the desktop app some time for now as it may be indexing for any changes.

If the status hasn't changed after a while, give me a nudge and I'll make sure to get back to you as soon as possible. 

[Gayrisafi]

Hi Lusil,

I mean no disrespect but I believe dropbox has completed indexing.

Another thing I have observed when I looked at my files on dropbox web is that some of the files I've deleted or renamed are still listed there. When I renamed/deleted a file on web for test purposes I saw that the number of files (stuck) being downloaded increased and when I did the same locally, the number of files (stuck) being uploaded increased.

I've tried the other solutions listed by other users (decreasing folder depth, renaming files shorter etc.), but nothing works.

Looks like the desktop app cannot rename/overwrite/delete the server versions, along with not being able to upload or download them.

I'd be glad if you have any other suggestions other than give it some time.

[Lusil]

Thanks for the additional info, @Gayrisafi. 

It sounds like there could be something slowing down the connection to Dropbox. 

Could you check if there's a proxy, VPN, firewall, security software, or even ISP/router restricting traffic to these following Dropbox domains. 

Could you also try another WiFi connection and see if that results to a different behavior?

Let me know what you find!

[EdC30]

 Hi Lusil. I first posted on this forum on Tuesday and am still no further forward with resolving my issue. Your email of yesterday stated that a specialist from your team would be in touch but I have heard nothing from them. Please can you advise the best process for me from here? The resolution of this issue for my business needs is a top priority.

Many thanks.

[Lusil]

Hey again, @EdC30. 

Since the ticket is with one of our engineers, they'll be able to provide you with the next and most efficient troubleshooting steps. Rest assured, as soon as they have more info, theyll get back to you via email. 

Thanks in advance!

[EdC30 · Accepted solution]

Thanks for your help, Lusil, but I think we should leave this here now. I hadn't realised the process would take this long to move to the first stage of someone getting in touch who can actually help/give advice. Unfortunately I don't have that sort of time at my disposal to resolve the issue so you can close the ticket now. My business requirements mean this is a really urgent enquiry, not something that can take four days without an engineer even getting in touch yet. Thanks again for your help.

In the end I found an online solution that meant me having to back up my Dropbox data on an external hard drive as a safety, then unlinking my computer from Dropbox (again), quitting the Dropbox application on my computer (again), then deleting everything related to Dropbox from my Mac (data/application/cache/hidden files etc...) and then starting again from scratch. The crucial two elements seem to have been deleting the Dropbox data on my computer as well as going into the Mac Terminal application and entering a command to show all hidden files. There is a hidden .dropbox file that needed deleting (amongst others buried elsewhere in the system).

I then relinked the computer with my Dropbox account - effectively treating it as if it's a brand new computer with no history of my Dropbox account anywhere to be found on it. The sync seems to be working now - it certainly isn't stuck at the same point as before - but not everything has finished syncing yet so I'll just have to wait and see...

Thanks again for your help and sorry you weren't able to resolve it for me this time.

[Lusil]

Awesome troubleshooting, @EdC30! Glad to hear that you were able to get to the bottom of this. 

If you have any other questions, don't hesitate to give us a nudge and we'll do our best to help. 

In the meantime, I hope you have a lovely weekend ahead!

[FabianaSA]

Hello, I have the same issue!

I already unistall/reinstalled 3 times and also, follow all the step that a tecnician sent me an the problem still

How can I fix this problem, please.

[EdC30]

Have you tried deleting your Dropbox data and hidden files from your computer as well as uninstalling?

[FabianaSA]

Yes. I did all this steps and also those bellows along with the complete email instruction and nothing happened. The sink just stop leaving some files out and whatever I open, it does not sync. However I can still see what the others from my team is uploading.

4) After this, please proceed to delete remaining registry entries:

a) Click the Start button. Type REGEDIT in the search box and press Enter.
b) In the Registry Editor, navigate into the following locations until you find the keys for "Dropbox" and "DropboxUpdate", they will be in either or both of the following two locations:
HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\
HKEY_LOCAL_MACHINE\SOFTWARE\
c) In both or either of these folders, please delete only the "Dropbox" and "DropboxUpdate" folders by right-clicking on the individual folders and selecting "Delete".

5) Then, please delete the Dropbox remaining folders:

a) Open a Windows File Explorer (not Internet Explorer).
b) Type %LOCALAPPDATA% into the address bar (include the % percent signs) and press enter.
c) Delete the folder "Dropbox" from the resulting window.
d) Please repeat these steps with the following folders as well (it's OK if you don't find a Dropbox folder in any of those locations):
%APPDATA%
%PROGRAMFILES%
%PROGRAMFILES(x86)%
e) Then restart your system.