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Re: Smart Sync still taking up local space

Level 2

After activating Smart Sync and letting it do it's thing, I restarted my mac and the free space was clearly visible.

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Re: Smart Sync still taking up local space

Level 9

Hi Jane.

This is all filler. You personally cannot rectify the issue that's affecting all Dropbox users using SmartSync on macOS High Sierra+.

Why keep dodging the question and why not supply us with an answer?

See below. Mac system information states it's one of my largest files taking up space. Finder says it's 0 bytes on disk. It's still taking up space and thus ran out of space even though SmartSync is meant to resolve this.

Fix this. For everyone.

Screen Shot 2019-06-05 at 22.34.16.pngScreen Shot 2019-06-05 at 22.34.52.png

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Re: Smart Sync still taking up local space

Dropboxer
Hi again @richgcook, let me briefly re-iterate Rua’s post in the previous page, which details that the relevant team has been actively working on improving the behavior described on our discussion here. 
 
It would be worth noting that this matter needs careful handling (thus I can’t present you any info regarding the upcoming fix), however all messages & feedback posted here is monitored closely by our team specialists, as the Community aims to foster a transparent common space where such issues are addressed.  
 
Now, because I understand that utilizing this feature is important to you Rich, would you mind if I reached out to you directly on my end & see if there’s anything we can do to improve this? 
 
Please do keep me updated on how you’d like us to proceed on this discussion here & I’ll make sure to touch base with you soon. Thanks! 

 


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


 


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Re: Smart Sync still taking up local space

Level 9
Thanks, Jane. Yes it would be great if you reached out to me to see if there’s anything that can be done.

But please note it would benefit Dropbox hugely if you/the company were as transparent as possible with this issue.
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Re: Smart Sync still taking up local space

Dropboxer

I appreciate the confirmation @richgcook; please have a look at your inbox whenever you have some spare time & we’ll take it from there!

 


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


 


Heart Did this post help you? If so please give it a Like below. 
White check mark Did this post fix your issue/answer your question? If so please press the 'Accept as Best Answer' button to help others find it.
Arrows Counter Clock Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

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Re: Smart Sync still taking up local space

Level 6

Jane, this issue was first raised on the 13th July 2018. Nearly 1 year, (AND 290 REPLIES) later there is still no fix for a problem that affects EVERY MAC USER. How can this possibly be acceptable for a company the size of Dropbox?!

I have been getting email notifications almost daily for the past year from countless new sufferers of this problem. It's totally unacceptable.

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Re: Smart Sync still taking up local space

Level 8

@gregdotcom @Jane 

 

I Completely agree. Not only is there no solution in sight, Dropbox continues to advertise this feature as part of their business product knowing full well that it will render the computer useless once the usage exceeds the capacity of the computer's hard drive. 

Add insult to injury, when you call support to for a solution you also find that their phone support is not much more than a filter that exists mostly to satisfy the bullet point on the list of business features. 

Knowing fully well that this is an issue, the suppoirt team will proceed to take you through a painstaking loop of email support with a minimum of 24 hour turnaround, at least in my experience, and they will have you jump through countless troubleshooting hoops without ever mentioning that this is a know issue.

Check out Box. I'm on their trial right not and seriously considering the switch. Almost no lag opening docs that are online and no preview error from finder so far. 

I've been a Dropbox user and fan since at least 2012. The bug is understandable, to a certain point. How you've handled this, on the other hand, now puts a huge question mark over this brand. 

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Re: Smart Sync still taking up local space

Level 8

@Jane 

You stated that Rua's response aims to help users determine which files are taking up the the most space, offer next steps, and to reassure that this is being looked into. In another post it was referred to as a "behavcior".

These responses seem to imply that it is not a single, consistent issue with Smart Sync simply not working on MacOS. It simply does not work. We currently run 6 licenses, each user with a Desktop and a personal Macbook, and on every single machine the used space immidiately skyrockets as soon as dropbox is installed.

Forget the time machine explanation or the delay theory as deleting a file from dropbox via the browser immidiately frees up the space. So, if it's not on Dropbox MacOS does not keep the file lingering until it captures another "image" as has been stated previously.

 

 

 

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Re: Smart Sync still taking up local space

Level 8

@Jane 

 

Thank you for taking the time to respond, however, please refrain from mistating my interactions with the support team. 

I have not "worked very closely" with anyone at Dropbox. I have only received a series of emails with ineffective troubleshooting processes that are seemingly un-related... and for that I had to wait over 2 to 3 days just to hear back when I repplied that the solutiuon did nothing.

Phone support offers no support. It's nothing more than a support ticket processing service. 

At no moment in time was I made aware that this was a known issue, until I discovered the thread, and many questions that I have asked have gone unanswered. 

Your "Highest Level of Support" has failed to provide any solution for roughly an entire year. 

SmartSync does not work on MacOS. At this point you simply do not offer the technology that provides a mirror of files stored on the cloud in a way that does not effect the performance of the machine due to storage cpacity. The closest you have is Selective Sync. 

Dropbox Business is funtioning, at best, as an incovinient external hard drive — not as a scalable, file storage, sharing and collaboration tool for teams.

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Re: Smart Sync still taking up local space

Level 3

Jane It's time to fire this useless specialized colleague of yours or own up to the fact that there is no 'active ticket' or anyone looking into it.

It's been almost 2 months and ZERO ACTION from dropbox to my simple and clear first issue that  'I CANNOT OPEN DROPBOX AFTER YOUR TECH SUPPORT TEAM TOLD ME TO REINSTALLIT'.

What do I need to do to get some action out of dropbox. It's the worst 'support' ive ever encountered in my life. If you have a soul, DO SOMETHING. 

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Smart Sync still taking up local space
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