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Helpful | Level 6

2 years ago

Solved

Desktop App - Selective Sync not showing all folders

We have a lot of files on our company Dropbox account. So much that we absolutely can't have our entire library indexed let alone synced. For this reason, the 'Selective Sync' tool in the desktop app is our primary means to add new project folders, and remove old ones from our local systems. To be clear, we do not avoid indexing our library for space-saving reasons - we are fully aware that an indexed file (set to online-only) takes up no hard drive space. We avoid indexing because we currently hold ~100TB of data and the indexing for this quantity of data is a multi-hour process every time the Dropbox app is restarted. When the app is first installed this indexing process takes several days with 1GB download speeds. As this posts Subject suggests, our selective sync window is now missing MANY folders that are visible in Dropbox web, and this is a major issue. Dropbox support staff has provided the following steps for resolution, but the issue persists.

- Ensure the Dropbox Desktop application is running.

- Ensure the Dropbox Desktop application syncing status is 'up to date'.

- Ensure there are no special characters in the affected files.

- Quit the application and restart the device.

They provided one additional possible fix, which I'll include shortly... But to reiterate, we have ~100TB of data, and to index our entire library takes several hours after restarting the Dropbox Desktop application, and SEVERAL DAYS from a fresh installation of the application.

Dropbox Support's final solution was to 'unlink', then 'relink' our Dropbox account to our computers. This sounded like a solution that would have our team losing hours (if not days) of productivity due to indexing. I expressed this concern to Dropbox Support staff, and the assured me (multiple times) that this would just be a quick process in which the Desktop Dropbox application would take a look at all the files in our Dropbox account and likely be able to find (and add) the missing folders to our selective sync list. Dropbox Support staff said, "this will not affect any of your selective sync folders."

We had a single team member test this final possible solution, because I suspected the Dropbox Support staff was just reading a script and didn't have the experience dealing with this quantity of data that we've been maneuvering for years. So it came as little shock that Dropbox Support staff in fact WAS NOT able to fix the problem, and in fact made it hundreds of times worse by suggesting a solution that (contrary to their assurances) essentially reinstalled the Dropbox Desktop application and has one of our team members in the midst of a multi-day index.

Bravo Dropbox Support. Some knowledgeable advice would be appreciated moving forward.

If any community members have found a viable solution to this, we would greatly appreciate advice. If Dropbox Support is able to find a solution in the meantime, I will repost.

desktop

dropbox business

sync

Megan
2 years ago
Hey everyone!

I got an update, that everything is now resolved.

Feel free to check this on your end, and let us know if you face any issues. Thank you!

29 Replies

Replies have been turned off for this discussion

Hannah
Dropbox Staff
2 years ago
Hey there, Contoured_TL, and sorry to hear about this.

Can you please send us the ticket number of your communication with our support team, so we can investigate a bit?

Thanks in advance.
- Contoured_TL
  Helpful | Level 6
  2 years ago
  Ticket #23441006
  - Hannah
    Dropbox Staff
    2 years ago
    Thanks for the ticket number, Contoured_TL, I just replied to you on that email thread, so we'll continue working on this together.
NYCTech12345
Explorer | Level 4
2 years ago
We have the same issue, though a smaller set of files. There are older threads on these 'missing folders in Selective Sync' over the years on this community forum -- but I am thinking something is up with their servers right now (it's 3/18/24). This just started happening to us yesterday on two systems[!]

I've used Dropbox for years, but this issue of not seeing folders when setting up Selective Sync is serious. Wish we'd get a straight answer and some transparency here if it's actually a wider issue.

I have a small startup (and am co-founder / CTO). This kind of thing should not happen in a cloud backup solution. We're backing up to AWS just in case -- slow, but we will not lose data.

Un-installing / re-installing doesn't work, btw.

Any help for a recognized solution -- and an explanation from Dropbox support -- would be greatly appreciated!

Thanks!
- mesch
  Helpful | Level 6
  2 years ago
  I totally agree - I'm losing confidence in the Dropbox backup system. I too have thought about backing everything up to OneDrive "just in case" but like you said it's so time consuming. I'll give it a little time but if an update/fix doesn't come in the near future I will be forced to find a different workflow. Which is a shame because I really like Dropbox!
Contoured_TL
Helpful | Level 6
2 years ago
UPDATED
mesch, RoniDMC, NYCTech12345, MattMc Dropbox notified me they rolled out an app update. Please click the app icon on the system tray, click you profile image, then select "Quit". (Windows - sorry I don't know the routine for Mac), then restart the app. Our 'invisible' projects are now visible.
- RoniDMC
  Helpful | Level 5
  2 years ago
  Thanks for the update!
  - MattMc
    Explorer | Level 4
    2 years ago
    I have my clients trying it now.

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- Ensure the Dropbox Desktop application is running.

- Ensure the Dropbox Desktop application syncing status is 'up to date'.

- Ensure there are no special characters in the affected files.

- Quit the application and restart the device.

Dropbox Support's final solution was to 'unlink', then 'relink' our Dropbox account to our computers. This sounded like a solution that would have our team losing hours (if not days) of productivity due to indexing. I expressed this concern to Dropbox Support staff, and the assured me (multiple times) that this would just be a quick process in which the Desktop Dropbox application would take a look at all the files in our Dropbox account and likely be able to find (and add) the missing folders to our selective sync list. Dropbox Support staff said, \"this will not affect any of your selective sync folders.\"

Bravo Dropbox Support. Some knowledgeable advice would be appreciated moving forward.

If any community members have found a viable solution to this, we would greatly appreciate advice. If Dropbox Support is able to find a solution in the meantime, I will repost.

","body@stringLength":"3210","rawBody":"

- Ensure the Dropbox Desktop application is running.

- Ensure the Dropbox Desktop application syncing status is 'up to date'.

- Ensure there are no special characters in the affected files.

- Quit the application and restart the device.

Dropbox Support's final solution was to 'unlink', then 'relink' our Dropbox account to our computers. This sounded like a solution that would have our team losing hours (if not days) of productivity due to indexing. I expressed this concern to Dropbox Support staff, and the assured me (multiple times) that this would just be a quick process in which the Desktop Dropbox application would take a look at all the files in our Dropbox account and likely be able to find (and add) the missing folders to our selective sync list. Dropbox Support staff said, \"this will not affect any of your selective sync folders.\"

Bravo Dropbox Support. Some knowledgeable advice would be appreciated moving forward.

If any community members have found a viable solution to this, we would greatly appreciate advice. If Dropbox Support is able to find a solution in the meantime, I will repost.

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Desktop App - Selective Sync not showing all folders","moderationData":{"__ref":"ModerationData:moderation_data:757195"},"body":"

Hey there, Contoured_TL, and sorry to hear about this.

Can you please send us the ticket number of your communication with our support team, so we can investigate a bit?

Thanks in advance.

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Ticket #23441006

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Thanks for the ticket number, Contoured_TL, I just replied to you on that email thread, so we'll continue working on this together.

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We have the same issue, though a smaller set of files. There are older threads on these 'missing folders in Selective Sync' over the years on this community forum -- but I am thinking something is up with their servers right now (it's 3/18/24). This just started happening to us yesterday on two systems[!]

I've used Dropbox for years, but this issue of not seeing folders when setting up Selective Sync is serious. Wish we'd get a straight answer and some transparency here if it's actually a wider issue.

I have a small startup (and am co-founder / CTO). This kind of thing should not happen in a cloud backup solution. We're backing up to AWS just in case -- slow, but we will not lose data.

Un-installing / re-installing doesn't work, btw.

Any help for a recognized solution -- and an explanation from Dropbox support -- would be greatly appreciated!

Thanks!

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I totally agree - I'm losing confidence in the Dropbox backup system. I too have thought about backing everything up to OneDrive \"just in case\" but like you said it's so time consuming. I'll give it a little time but if an update/fix doesn't come in the near future I will be forced to find a different workflow. Which is a shame because I really like Dropbox!

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UPDATED

mesch, RoniDMC, NYCTech12345, MattMc Dropbox notified me they rolled out an app update. Please click the app icon on the system tray, click you profile image, then select \"Quit\". (Windows - sorry I don't know the routine for Mac), then restart the app. Our 'invisible' projects are now visible.

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Thanks for the update!

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I have my clients trying it now.

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Hey everyone!

I got an update, that everything is now resolved.

Feel free to check this on your end, and let us know if you face any issues. Thank you!

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