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Dannemannet's avatar
Dannemannet
Helpful | Level 6
3 years ago

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

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 g...
Desktop
Download
Sync
  • Dannemannet's avatar
    Dannemannet
    3 years ago

    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.

Hannah's avatar
Hannah
Icon for Dropbox Staff rankDropbox Staff

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!

Dannemannet's avatar
Dannemannet
Helpful | Level 6
3 years ago

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!

  • Dannemannet's avatar
    Dannemannet
    Helpful | Level 6
    3 years ago

    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

    • Megan's avatar
      Megan
      Icon for Dropbox Staff rankDropbox Staff
      3 years ago

      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!

      • Dannemannet's avatar
        Dannemannet
        Helpful | Level 6
        3 years ago

        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.

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