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New installation stuck on "Syncing..." Windows 10

New installation stuck on "Syncing..." Windows 10

Dannemannet
Helpful | Level 6

Hello,

I need to get some second opinions on my issue since the support only wants to talk via email and suggests one option at a time which makes it take forever to troubleshoot.

I have just gotten a new computer and trying to install Dropbox on it, after signing in the status is just stuck at "Syncing...". No indexing, no syncing X amount of files, no downloading just "Syncing...". Nothing happens in the folder no matter how long I wait, no folder structure appears no file icons, or anything, just empty (except for the cache folder). I can't find anything intensive in my network usage that would indicate that it is just downloading files. The folder size locally doesn't change either.

 

I have tried:

Reinstall both beta, stable and older versions

"Complete" reinstall with deleting in registry and APPDATA and so on
Sign out and in of the dropbox app

Pause and resume syncing

Move the Dropbox folder from the default path, to documents, to external hard drives

Fix permissions under account settings in the dropbox app

Fix hard link under account settings in the dropbox app

Create files through the website and in windows explorer to try and fire up the syncing

Only selecting small folders in selective sync, online-only and locally

Windows update fully updated

Run dropbox as admin

Add inbound and outbound rules for Dropbox and Dropbox Update allowing all ports, protocols etc

Add Dropbox and dropbox update in firewall allowed apps

Turn off firewall and antivirus completely

Unlink computer under admin console

Clearing the dropbox cache folder

Close other software like onedrive that could interfere

Waiting, a lot of waiting

Restarting the computer after the different steps

 

It is getting very annoying, especially since it isn't giving me any clue on what the problem is. Is there any way to see any log files or get some other status messages somewhere to check what is going on? Or are there other tricks that you can do to fix this?

1 Accepted Solution

Accepted Solutions

Re: New installation stuck on "Syncing..." Windows 10

Dannemannet
Helpful | Level 6

I finally fixed the issue by unlinking every single device and session I had on my account. So removing the connection to the mobile app, my other computer, and any logged-in sessions through the web. Previously I had only tried removing the problematic device but that didn't help.

For me that meant going to dropbox.com on my browser>Admin Console>Members>Click on my name>Scroll down to "Devices" and "Web sessions">Click the "x" to the right of all of your devices. I choose to skip deleting the data on my other computer and that seemed to be ok.

Then sign in through the desktop app on your computer again, go through the setup of folders and it started syncing finally.

View solution in original post

7 Replies 7

Re: New installation stuck on "Syncing..." Windows 10

Hannah
Dropboxer

Hey @Dannemannet, thanks for bringing this to our attention.

 

Wow, it looks like you've done quite a lot of troubleshooting already, thanks for letting us know what you tried.

 

Can you let me know the version of Dropbox you currently have installed?

 

And can you also send us the ticket number for your communication with our support team, so I can look it up in our system?

 

Thanks in advance!


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Re: New installation stuck on "Syncing..." Windows 10

Dannemannet
Helpful | Level 6

Hi @Hannah,

 

My current version is 150.4.5000, but I have also tried 148.x.xxxx, 149.x.xxxx, 151.x.xxxx (can't remember the exact version though).

The ticket number is 17231126.

 

Any help is very much appreciated!

Re: New installation stuck on "Syncing..." Windows 10

Dannemannet
Helpful | Level 6

Replying to give yet another example I have tried without any success that I forgot about, that might fix it for some other people that might have the same issues.

 

Quit dropbox app
Open cmd

Change path to your dropbox folder, as default something like
icacls "C:\Users\<YOUR_USERNAME>\Dropbox" /grant "%USERNAME%":(F) /T

 

Then run
icacls "%APPDATA%\Dropbox" /grant "%USERNAME%":(F) /T
icacls "%LOCALAPPDATA%\Dropbox" /grant "%USERNAME%":(F) /T

Re: New installation stuck on "Syncing..." Windows 10

Megan
Dropboxer

Hi @Dannemannet, happy Friday! 

 

Thank you for the ticket number reference. It seems your case has been escalated and is now in the hands of one of our Specialists. 

 

The best thing you can do at the moment, is reply back with any info you might need to add so they can have the full idea, and continue troubleshooting with you there. 

 

Thanks for your patience!


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Re: New installation stuck on "Syncing..." Windows 10

Dannemannet
Helpful | Level 6

If any other user has any ideas please still reply. If I ever get this working I will post the solution here. Until then I guess I will have to use some other service that works until the support can get back to me with a working solution.

Re: New installation stuck on "Syncing..." Windows 10

Dannemannet
Helpful | Level 6

I finally fixed the issue by unlinking every single device and session I had on my account. So removing the connection to the mobile app, my other computer, and any logged-in sessions through the web. Previously I had only tried removing the problematic device but that didn't help.

For me that meant going to dropbox.com on my browser>Admin Console>Members>Click on my name>Scroll down to "Devices" and "Web sessions">Click the "x" to the right of all of your devices. I choose to skip deleting the data on my other computer and that seemed to be ok.

Then sign in through the desktop app on your computer again, go through the setup of folders and it started syncing finally.

Re: New installation stuck on "Syncing..." Windows 10

Spacesarenotpermitted
New member | Level 2

I'm having this exact same problem on my new computer and have gone through most of what you have. Thanks for posting your solution, I will do the same thing and see how it goes. t would be good if we knew the "why" of this problem. 

 

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    Spacesarenotpermitted New member | Level 2
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    Dannemannet Helpful | Level 6
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