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The desktop app is stuck syncing files and keeps crashing.

Helpful | Level 6

Exactly in the same boat as everybody with 2 of my 3 computers running Dropbox since January 6 2020. The app fills up one of my CPU thread and eat a lot of Ram while it stays stuck in this state :

dropbox_stuck.png

Until it crashes...

I tried removing files to help the sync but nothing changes. I can't even acces the selective sync settings since the app either freeze or crash. I disabled "Smart Sync" in my account settings and I supect it's the culprit.

Two weeks with the issue now, first time I have a problem of that scale. It's starting to make work very difficult. I'm very annoyed and not happy about it and e-mail support seems to take it like a "regular" problem. For me this is definitively a bug.

11 Replies

Re: The desktop app is stuck syncing files and keeps crashing.

Dropboxer

Hey @Froyok, thanks for reaching out to us here!

Just to note, I've moved your comment to it's own post as it seems you're having a slightly different issue as your app is crashing during the sync process. 

(For reference, the original thread you posted in is here.)

In this case, it would be best to have a look into some device specific info.

I was able to locate your open ticket with our Support team though, and I've passed along your comments here to keep your email communication up to date with the relevant info.

Also, I can see that they replied back to you recently with some additional info, did you receive their reply?

Let me know!


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


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Re: The desktop app is stuck syncing files and keeps crashing.

Helpful | Level 6

Fair enough. slightly smiling face
I'm following up for now with e-mail support and will see how it goes. However if there is a way to speed-up the process by providing some "device specific" information as you mention, please let me know.

For people reading this thread : right now I disabled the "Include me in early releases" setting (beta versions) in my account and reverted back to Dropbox 88.4.172. I'm still experiencing my issue unfortunately.

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Re: The desktop app is stuck syncing files and keeps crashing.

Dropboxer

Thanks for getting back to me here @Froyok!

Through our Support channel, the agent handling your case should be able to see the device specific info that we'd need to troubleshoot with you, so no worries about that.

The only other info that I can think might be useful would be to let them know via email around how much space you have free on your device.

If you don't have a lot of space then perhaps this could be contributing to the app crashing as it can't continue processing.

I wouldn't want to suggest any further troubleshooting or actions to take since I don't want to interfere with the investigation our team is doing right now.

Please feel free to keep me posted here on the progress, I'd be more than happy to help out where I can.

Have an awesome day ahead!


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


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Re: The desktop app is stuck syncing files and keeps crashing.

Helpful | Level 6

After the last crash (see previous post) I'm now back in a stable sitution. No more crashes since Tuesday, on all my computers. Look like the beta version was indeed the culprit.

Thanks again for the help @Daphne  ! Beers

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Re: The desktop app is stuck syncing files and keeps crashing.

Dropboxer

I'm really glad to hear that @Froyok!

Thanks for updating me here too, I'm sure others with the same issue will find your post helpful. grinning face with smiling eyes

If you need anything else, I'm just a post away.

Have a great day! Rainbow


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


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Re: Dropbox wonky after 88.4.172 upgrade

Helpful | Level 5

You can add me to the list of users with the same endless 'syncing' problem with version 88.4.172.

It began on both PCs I use.  It's still a problem on one of them but it's got worse on the newer Windows 10 PC.  It now never gets to syncing.  It's stuck at 'starting' for hours and then crashes and restarts.

To say I'm distressed and frustrated is an understatement.  It's abundantly clear that there is a problem with the latest version of Dropbox and I encourage the company to be forthright and admit what's obvious to everyone with this particular problem.

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Re: Dropbox wonky after 88.4.172 upgrade

Dropboxer

Hey there @AngstromZA, I'm sorry to hear you're having issues with the desktop app!

I've moved your post here as it seems you're having the same issue described as the OP, with the desktop app crashing after attempting to sync.

We recently released a new version of the desktop app (89.4), can you please download and install this version? 

Once you've done so, please restart your device and see if there's any change in the behaviour.

Let me know how it goes and we can take it from there!


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


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Re: Dropbox wonky after 88.4.172 upgrade

Helpful | Level 5

Hi @Daphne ,

 

Thanks for the link to the newer version.  I installed it, restarted and watched Dropbox stuck on "Starting" for about 90 minutes ... it didn't even get to 'Syncing' this time.

 

It then crashed, screenshot included.

dropbox_crash.png

 

Regards,

A.

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Re: The desktop app is stuck syncing files and keeps crashing.

Collaborator | Level 8

@Froyokis it still solved for you?  very puzzled why it's working fine for some and not others.

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The desktop app is stuck syncing files and keeps crashing.
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