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Troubleshooting at uploading

Explorer | Level 4

Hi, friends.

I'm working with Dropbox desktop v81.4.195 on a Macbook Pro Retina 15", mid 2014 with OS X El Capitan v.10.11.6. I'm in Mozambique and my connection is a low 8 mbps download with 2 mbps upload. Normally, I keep the files I'm working on locally with constant uploading, so I'll have them stored and safe.

It's been a week now since I noticed the uploading is not working. It shows that there are N syncing files but it doesn't move. I've already logged out, reinstalled the desktop app, set smart sync to local...

If I click files/folders with blue checkmark on Finder to open them on Dropbox.com, the show as non-existing.

Would the problem be in my end, dropbox or somewhere in between?

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9 Replies

Re: Troubleshooting at uploading

Dropboxer

Hi there @mpdrumond, welcome to the Community - let's see what we can find!

Hmm, our icon for synced files is green with a white checkmark. Could it be that the files are syncing just now and you are seeing a blue wheel icon? You can review our syncing icons here.  

Could you provide a screenshot (without any personal information) of the desktop app notifications you get when you click on the Dropbox icon in your menu bar

Also, can you review if both the desktop app and website are logged in to the same account?

Lastly, you can review the recent activity on your account in the Events page, which will provide some clarity as to the last content to be added. 

I await your updates - thanks!

 


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


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Re: Troubleshooting at uploading

Explorer | Level 4

Hi, Celeste.

I'm familiar with the syncing icons. They're all mixed here, no matter when the file/folder was modified. All apps are logged to the same account, and nothing shows at my Events.

I getting worried, because this issue is already making trouble between my clients and I.

 

Screen Shot 2019-09-26 at 09.07.49.png

 

Screen Shot 2019-09-26 at 10.09.20.png

 

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Re: Troubleshooting at uploading

Dropboxer

Thank you for the update and screenshots, @mpdrumond!

That's interesting - it looks like most of your content is fully synced and so should show on the website. The files with the blue syncing wheel are in the process of syncing so may not show online yet. 

Are you not able to see the synced files on the website at all?

Do you get the same discrepancy if you access your account online via a different browser or private/incognito browsing mode? 

Could you also add a test-file directly via the website, and see if it in turn syncs locally and how quickly? 

Also, the folders visible do not appear to be shared. If you create a new shared folder and upload content to it directly via the website, do your clients see it as expected? 

Thank you in advance for your updates!

 


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


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Re: Troubleshooting at uploading

Explorer | Level 4

Hi, Celeste.

I'm fully aware about blue/green checkmark.

The files I see on dropbox.com are older versions or in different locations (unless the sync wheels already turned into green).

Screen Shot 2019-09-26 at 10.45.04.pngI just uploaded via website on Google Chrome and it worked just fine. But unless it's only a confimation, I need a better sollution. I need my local files to keep in sync with Dropbox. Uploading and downloading manually via website is counterproductive and impossible to keep up with the final versions of my work.

Anyway, I'm really hoping you guys can come up with some sollution.

Thanks in advance.

 

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Re: Troubleshooting at uploading

Dropboxer

Thanks for getting back to me, @mpdrumond!

To confirm, you mention the files you see on the website are "older versions or in different locations (unless the sync wheels already turned into green)".

Does that mean that once the files on the computer show the green checkmark, they are also up to date on the computer? Or do you see a discrepancy even after the green icon appears? 

Lastly, could you review the bandwidth settings of your desktop app, to ensure there is no limit hindering it and holding the sync speed further back?

If that does not change anything let me know and I will reach out to you via email so that we can investigate further in more detail. 

Thank you!

 


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


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Re: Troubleshooting at uploading

Explorer | Level 4

Hi, Celeste.

It's a tricky thing. I'll show some pictures so you can actually see the problem.

At the first image, you see that I have a synced file (green checkmark) that is placed within some folders which still aren't running online (blue wheel). So, I gather that the file is already up but its main structure a(folder/subfolder/subsubfolder etc.) aren't still solved. In that case, when I ask to see it on Dropbox.com the upcoming message is "The folder ‘/...’ doesn’t exist."

Screen Shot 2019-09-26 at 12.36.55.png

It only shows on Dropbox if the path is green all the way (next 2 images).

Screen Shot 2019-09-26 at 12.44.16.pngScreen Shot 2019-09-26 at 12.44.21.png

Also, since moment one, down/uploads are set to no limits, and proxy is on auto-detect.

 

Screen Shot 2019-09-26 at 09.14.19.pngScreen Shot 2019-09-26 at 09.14.13.png

Please email me directly so we can look into it.

Thanks!

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Re: Troubleshooting at uploading

Dropboxer

I see what you mean now @mpdrumond - thank you for the detailed response!

In order to look into this further I have sent you an email to the email address associated with your Community profile. 

Do keep an eye out and send me a quick reply when you can so that we can investigate further. 

Thanks!

 


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


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Re: Troubleshooting at uploading

Explorer | Level 4

A follow-up: Celeste put me through with another specialist that found the answer.

The Dropboxer Isaac gave me some tips.

Removing illegal characters from files and folders names were the first part of the sollution.

But what really sorted me out was the following directions:
"It looks like you may have some files with permissions settings that block Dropbox. This often happens with users who may have migrated old data and settings from another Mac to their current computer.

Operating system permissions prevent files from being viewed or edited by unauthorized logins. Permissions can be set any number of ways and can be restored manually through a fairly simple process. Please note that it is very important to follow these steps specifically as failure to do so may result in other issues:

1) Make sure the Dropbox desktop application is running

2) Click on the Dropbox icon in your menu bar and then click on the gear in the Notifications panel

3) Select 'Preferences'

4) Click on the 'Account' tab

5) Hold down the 'Option/Alt' key

6) Click on the 'Fix Permissions' button (make sure you're still holding down the 'Option/Alt' key

7) You may be prompted for your a username and password, this is your computer login credentials, not your Dropbox account ones

This will allow Dropbox access to your home folder, Dropbox folder, and any required settings."

Thanks a lot, I'm up an running!

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Re: Troubleshooting at uploading

Dropboxer

Hey @mpdrumond, glad to read the issue was sorted.

If we can help with anything else let me know!

Have a great week ahead!

 


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


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