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My syncing is stuck for hours.

Explorer | Level 4

My DB is stuck syncing. No error message, just stuck "indexing 4 files...uploading 10 files...downloading 17 files..." for hours now.

Windows 10. v 85.4.155

I have restarted my computer. still stuck. quit & restarted DB. still stuck.  Looked at help files.  looked at community posts. nothing. still stuck.

I've looked through my files and can't find a bottleneck: either they're blue and syncing or green and good to go.

the only thing I can think of is that I remote-connected to work VPN yesterday and was still connected this morning when I first fired up the computer. I disconnected and restarted the machine and am now connected only to my home network.

my internet connection is wired and speeds are good.

driving me crazy! 

10 Replies

Re: syncing is stuck!

Dropboxer

Hello @mcbrown. Thanks for reaching out! 

I believe the VPN affected your syncing. You should be able to whitelist Dropbox in your VPN settings . If it's routing through a proxy, make sure you adjust your settings as well. Read about this here

If this doesn't help, please drag the files showing you blue arrowsArrows Counter Clock out of your Dropbox folder and once the app reports up to date, put them back in. 

Let me know how this goes. I am here for you! nerd face

Cheers. 

 

 


Fiona
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: syncing is stuck!

Explorer | Level 4

this is pretty awful! 

I've used the VPN before--they recommend we connect that way evry couple of months to get updates-- with no affect on DB. I disconnected from it this morning and have rebooted at least twice since then.

I started moving the blue frozen-while-syncing files out of drop box, but 
  • the folders that held those files don't go green , plus
  • there are just so many of those files that I don't want to do it, have it be for nothing, and then have to replace everything

same issue on my work machine, and of course pon all tablet apps that access my DB files.

Help please!

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Re: syncing is stuck!

Dropboxer

I understand. slightly frowning face

If you don't want to move them out let's try the a basic reinstall

pushpin Link to download our latest stable desktop version

Keep me posted please! 


Fiona
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: syncing is stuck!

Explorer | Level 4
I have been trying to resolve this problem here on the board and via email with support consultants. I have tried every single thing that's been suggested and nothing works.
 
I have downloaded the update. nothing.
 
Please: I need to talk to someone. this email back and forth is NOT WORKING.
 
I 'm a paying customer. Dropbox isn't cheap. This is ridiculous. 
 
Please provide a phone number I can call. 
 
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Re: syncing is stuck!

Explorer | Level 4

OK in response to numerous email requesting with increasing urgency a phone number where I can call to work with an actual person in real time, guess what? I got another email saying they're working on my problem, but completely ignoring the phone number request.

this is ridiculous. if anybody else is reading this beside the underpaid DB folks, please: take your cloud sync business someplace else. that's what I'll do after I know where all my files are.

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Re: syncing is stuck!

Dropboxer

Hi @mcbrown

I understand your frustration since the issue is not resolved yet. I can see you had a live chat with us and I also located another ticket you have with us that is already escalated to advanced support. 

Chat support can do all that phone support can. Even Business team account that are the type of Dropbox that offers phone support, don't get to have phone calls with our advanced technical teams. The second level of support only responds via email. 

Please keep in mind that after a case is escalated, creating more tickets for the same issue can delay the process. The solution will be communicated via the escalated email chain and any other communications are going to be reviewed for all the info to be transferred to your main ticket and then will be closed. 

I will make sure to update the cases you have with us with all your feedback. 

Thank you for your patience. 


Fiona
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: syncing is stuck!

New member | Level 2

I agree, a phone number to talk would be great, would probably have a fix in a matter of minutes rather than days. I've asked for phone number over and over and to no avail. I am also struggling with a sync being stuck at 12,470 files...thats a lot of files. I don't even know if I even have that many files to begin with. Will stay tuned to this thread to see if a solution is provided

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Re: syncing is stuck!

Dropboxer

Hello @KylePaulSmith. Thank you for adding your feedback to this thread.

I understand that you are syncing and I also I located your case and the helpful information you have provided us there. Your case is not escalated yet, so  to assist you the best way possible, I am now taking over, to take a better look at your syncing issue. So from now on, I will be the one working on your issue. 

Just to add to my previous comment, only Team Admins of Dropbox Business teams can call in to support. They can do so, following a verification process via their admin console and the Help section. We are not set up to provide out-bound calls, at the time. 

Thank you all for your patience and feedback! 

 

 

Please read about our support options here. 


Fiona
Community Moderator @ Dropbox
https://dropbox.com/support


Heart Did this post help you? If so, please give it a Like below. 
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Re: syncing is stuck!

Explorer | Level 4

Hello Kyle Paul. Your case looks worse than mine--many more files  involved in your bottleneck. Did this happen out of the blue? my problem started after I briefly got on my work VPN from home.

My current MO is to move everything I need to use in multiple places over to google drive and pretend that DB doesn't exist. after this is resolved I'll move everything over to another provider and stop paying DB for terrible service. 

sigh

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My syncing is stuck for hours.
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