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New member | Level 2

9 months ago

Dropbox desktop app disconnects randomly during file upload

Dropbox desktop app disconnects randomly. I have a work team, and we are all having this problem when we want to upload files, Dropbox disconnects and the upload or download is interrupted. The only way to fix it is to close and reopen the app. But it disconnects again after a while.

desktop

sync

upload

30 Replies

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Hannah
Dropbox Staff
9 months ago
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Hi there, DamianYap, and thanks for bringing this to our attention.

Would you mind giving us some more details about what you mean when you say that the app disconnects?

Are you getting some kind of error message or does the app just crash?

Also, are you having this issue with multiple computers, all connected to the same network?

Let me know and we'll go from there.
- shastings
  Helpful | Level 5
  9 months ago
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  I randomly began having the exact same issue on Thursday afternoon (6/27/2024). It simply crashes/drops off with no error. No internet connectivity issues. At the same time, I began noticing a serious lagtime in thumbnails populating fully in File Explorer. I've run all sorts of scans, checks, etc. I'm trying to hold off on uninstalling/reinstalling DropBox. I've searched everywhere online. Wondering if there is a bug with latest update?
  - Megan
    Dropbox Staff
    9 months ago
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    Hey shastings, I hope you're doing well!
    
    I just wanted to check in with you and see if you're still facing the same behavior.
    
    If so, would you mind clarifying the OS you're using, along with the Dropbox version installed on your device?
    
    Let me know more, and we'll take it from there!
- phafa
  Helpful | Level 5
  9 months ago
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  I'm having this same issue on Dropbox Desktop: v202.4.5551 on Windows 10.
  It's getting worse and I work with this. What's going on?
  - Nancy
    Dropbox Staff
    9 months ago
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    Sorry for jumping in, shastings and phafa. Before investigating further, I’d suggest reinstalling the Dropbox app on your devices.
    
    If the issue persists after that, let me know and we can take a closer look into this.
Jay
Dropbox Staff
9 months ago
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Hi shastings, if you reinstall the app, not uninstall it, then your settings should remain the same as they are now.
- shastings
  Helpful | Level 5
  9 months ago
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  Ok-- I did download and install the latest update on Friday afternoon. Is this what you mean?
Jay
Dropbox Staff
9 months ago
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That's correct, have you noticed any similar behavior since reinstalling the Dropbox desktop application?
- shastings
  Helpful | Level 5
  9 months ago
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  Yes. There has been no improvement at all in any of these issues since reinstalling. Thanks.
  - Megan
    Dropbox Staff
    9 months ago
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    Hey shastings, if you temporarily quit our app, do you then notice the same behavior with your thumbnails?
Hannah
Dropbox Staff
9 months ago
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Hey phafa and shastings, can you try a more advanced reinstall of the Dropbox app and let us know if it helps?
- shastings
  Helpful | Level 5
  9 months ago
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  If I’m understanding correctly, this will require uninstalling and doing a complex reinstall where I will need to manually apply the online-only settings to folders in my current massive directory. Is this right? If so, as I mentioned yesterday, I would prefer to avoid this as I believe (as someone as has stated already here), the issue is completely on DB’s end considering multiple users are experiencing this issue right now. Just having to re-sync my entire folder of nearly 100k files is highly disruptive, but having to hunt and peck and figure out which are only online and redo those settings is a science experiment I’m not willing to undertake right now considering I’ve wasted nearly 12 hours of my life in the last few days trying to resolve this problem with nothing but troubleshooting tips from customer support that I’ve already tried. Sorry if this is harsh but I pay hundreds of dollars every year for a business account bc file storage and sharing is crucial to my business. Not even being able to see my thumbnails and icons is ridiculous.
  - Etfo
    New member | Level 2
    9 months ago
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    I have multiple Windows users who are experiencing this issue right now. It is only our Windows users. The issues are exactly as described: Dropbox works for a few minutes, then breaks and stops syncing. InDesign seems to be a trigger for this, with all the links that it tries to access through Dropbox. They have a mix of Windows 10 and Windows 11, but are all on the 202.4.5551 update. Is there any movement from Dropbox on this request? We are mostly dead in the water with files otherwise.
- phafa
  Helpful | Level 5
  9 months ago
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  Sorry Hannah, but I'm not here to be your testing subject. Uninstalling and reinstalling during a work week could turn pretty negative for me. It's pretty evident that the problem comes from Dropbox's side, so please I'd suggest someone from your side looks into that instead.
- shastings
  Helpful | Level 5
  9 months ago
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  Not trying to be difficult, but can anyone from DB please reply if this issue is being addressed/looked into by DB IT team? It is not being mentioned at all on the DB outage status page. Thank you.
  - Jay
    Dropbox Staff
    9 months ago
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    Hi shastings, as you're still experiencing this issue, I'd recommend contacting the support team directly for them to investigate this in more detail on their end.
cs28
Helpful | Level 5
9 months ago
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Can confirm my team is having this issue as well. We are all on Windows running v202.4.5551. Dropbox works for the first few minutes after restarting the PC, but freezes up quickly. Pausing sync shows an infinite "Pausing sync..." loading screen, but doesn't actually pause until I restart the PC. @shastings and @phafa thank you for pushing this issue with the support team. Let me know if you find a fix, but I think you are correct in assuming it's on DB's end with the amount of people experiencing this issue.
- phafa
  Helpful | Level 5
  9 months ago
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  I don't wanna jinx anything, but it seems everything has been working good so far today.
  Support Team requested I recorded a video of the issue, but everything has been smooth so far.
  Hopefully it's been fixed?
  - SR910
    Explorer | Level 3
    9 months ago
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    Yea same.

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Hi there, DamianYap, and thanks for bringing this to our attention.

Would you mind giving us some more details about what you mean when you say that the app disconnects?

Are you getting some kind of error message or does the app just crash?

Also, are you having this issue with multiple computers, all connected to the same network?

Let me know and we'll go from there.

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Hi there, , and thanks for bringing this to our attention.

Would you mind giving us some more details about what you mean when you say that the app disconnects?

Are you getting some kind of error message or does the app just crash?

Also, are you having this issue with multiple computers, all connected to the same network?

Let me know and we'll go from there.

","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:779898_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"ModerationData:moderation_data:780077":{"__typename":"ModerationData","id":"moderation_data:780077","status":"UNMODERATED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"User:user:1148275":{"__typename":"User","id":"user:1148275","uid":1148275,"login":"Megan","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2019-05-22T13:20:35.546-07:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://www.dropboxforum.com/t5/s/mxpez29397/images/dS0xMTQ4Mjc1LTI1ODQ5aURDMDdCRUZFNTNCQTg3OTY"},"rank":{"__ref":"Rank:rank:26"},"entityType":"USER","eventPath":"community:mxpez29397/user:1148275"},"ForumReplyMessage:message:780077":{"__typename":"ForumReplyMessage","uid":780077,"id":"message:780077","revisionNum":2,"author":{"__ref":"User:user:1374670"},"readOnly":true,"repliesCount":8,"depth":2,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001014"},"parent":{"__ref":"ForumReplyMessage:message:779898"},"conversation":{"__ref":"Conversation:conversation:779887"},"subject":"Re: Dropbox desktop app disconnects randomly during file upload","moderationData":{"__ref":"ModerationData:moderation_data:780077"},"body":"

I randomly began having the exact same issue on Thursday afternoon (6/27/2024). It simply crashes/drops off with no error. No internet connectivity issues. At the same time, I began noticing a serious lagtime in thumbnails populating fully in File Explorer. I've run all sorts of scans, checks, etc. I'm trying to hold off on uninstalling/reinstalling DropBox. I've searched everywhere online. Wondering if there is a bug with latest update?

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Hey shastings, I hope you're doing well!

I just wanted to check in with you and see if you're still facing the same behavior.

If so, would you mind clarifying the OS you're using, along with the Dropbox version installed on your device?

Let me know more, and we'll take it from there!

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"218","kudosSumWeight":0,"repliesCount":7,"postTime":"2024-07-01T04:37:12.353-07:00","lastPublishTime":"2024-07-01T04:37:12.353-07:00","metrics":{"__typename":"MessageMetrics","views":983},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001014/message:779887/message:780270","customFields":[],"readOnly":true,"editFrozen":false,"body@stringLength":"551","rawBody":"

Hey , I hope you're doing well!

I just wanted to check in with you and see if you're still facing the same behavior.

If so, would you mind clarifying the OS you're using, along with the Dropbox version installed on your device?

Let me know more, and we'll take it from there!

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I'm having this same issue on Dropbox Desktop: v202.4.5551 on Windows 10.
It's getting worse and I work with this. What's going on?

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"139","kudosSumWeight":1,"postTime":"2024-07-01T11:40:07.753-07:00","lastPublishTime":"2024-07-01T11:40:07.753-07:00","metrics":{"__typename":"MessageMetrics","views":941},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001014/message:779887/message:780393","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxfDUyOjF8aW50LDc4MDQ0NSw3ODA0NDU","node":{"__ref":"ForumReplyMessage:message:780445"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"editFrozen":false,"body@stringLength":"148","rawBody":"

I'm having this same issue on Dropbox Desktop: v202.4.5551 on Windows 10.
It's getting worse and I work with this. What's going on?

Sorry for jumping in, shastings and phafa. Before investigating further, I’d suggest reinstalling the Dropbox app on your devices.

If the issue persists after that, let me know and we can take a closer look into this.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"213","kudosSumWeight":0,"repliesCount":1,"postTime":"2024-07-01T14:55:30.510-07:00","lastPublishTime":"2024-07-01T14:55:30.510-07:00","metrics":{"__typename":"MessageMetrics","views":904},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001014/message:779887/message:780445","customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"readOnly":true,"editFrozen":false,"body@stringLength":"629","rawBody":"

Sorry for jumping in, and . Before investigating further, I’d suggest reinstalling the Dropbox app on your devices.

If the issue persists after that, let me know and we can take a closer look into this.

Hi shastings, if you reinstall the app, not uninstall it, then your settings should remain the same as they are now.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"118","kudosSumWeight":0,"postTime":"2024-07-01T17:28:26.975-07:00","lastPublishTime":"2024-07-01T17:28:26.975-07:00","metrics":{"__typename":"MessageMetrics","views":867},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001014/message:779887/message:780467","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDUyOjF8aW50LDc4MDQ2OSw3ODA0Njk","node":{"__ref":"ForumReplyMessage:message:780469"}}]},"customFields":[],"editFrozen":false,"body@stringLength":"314","rawBody":"

Hi , if you reinstall the app, not uninstall it, then your settings should remain the same as they are now.

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Ok-- I did download and install the latest update on Friday afternoon. Is this what you mean?

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Ok-- I did download and install the latest update on Friday afternoon. Is this what you mean?

That's correct, have you noticed any similar behavior since reinstalling the Dropbox desktop application?

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That's correct, have you noticed any similar behavior since reinstalling the Dropbox desktop application?

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Hey shastings, if you temporarily quit our app, do you then notice the same behavior with your thumbnails?

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Hey , if you temporarily quit our app, do you then notice the same behavior with your thumbnails?

Hey phafa and shastings, can you try a more advanced reinstall of the Dropbox app and let us know if it helps?

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Hey and , can you try a more advanced reinstall of the Dropbox app and let us know if it helps?

If I’m understanding correctly, this will require uninstalling and doing a complex reinstall where I will need to manually apply the online-only settings to folders in my current massive directory. Is this right? If so, as I mentioned yesterday, I would prefer to avoid this as I believe (as someone as has stated already here), the issue is completely on DB’s end considering multiple users are experiencing this issue right now. Just having to re-sync my entire folder of nearly 100k files is highly disruptive, but having to hunt and peck and figure out which are only online and redo those settings is a science experiment I’m not willing to undertake right now considering I’ve wasted nearly 12 hours of my life in the last few days trying to resolve this problem with nothing but troubleshooting tips from customer support that I’ve already tried. Sorry if this is harsh but I pay hundreds of dollars every year for a business account bc file storage and sharing is crucial to my business. Not even being able to see my thumbnails and icons is ridiculous.

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I have multiple Windows users who are experiencing this issue right now. It is only our Windows users. The issues are exactly as described: Dropbox works for a few minutes, then breaks and stops syncing. InDesign seems to be a trigger for this, with all the links that it tries to access through Dropbox. They have a mix of Windows 10 and Windows 11, but are all on the 202.4.5551 update. Is there any movement from Dropbox on this request? We are mostly dead in the water with files otherwise.

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Sorry Hannah, but I'm not here to be your testing subject. Uninstalling and reinstalling during a work week could turn pretty negative for me. It's pretty evident that the problem comes from Dropbox's side, so please I'd suggest someone from your side looks into that instead.

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Not trying to be difficult, but can anyone from DB please reply if this issue is being addressed/looked into by DB IT team? It is not being mentioned at all on the DB outage status page. Thank you.

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Not trying to be difficult, but can anyone from DB please reply if this issue is being addressed/looked into by DB IT team? It is not being mentioned at all on the DB outage status page. Thank you.

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Hi shastings, as you're still experiencing this issue, I'd recommend contacting the support team directly for them to investigate this in more detail on their end.

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Hi , as you're still experiencing this issue, I'd recommend contacting the support team directly for them to investigate this in more detail on their end.

Can confirm my team is having this issue as well. We are all on Windows running v202.4.5551. Dropbox works for the first few minutes after restarting the PC, but freezes up quickly. Pausing sync shows an infinite \"Pausing sync...\" loading screen, but doesn't actually pause until I restart the PC. @shastings and @phafa thank you for pushing this issue with the support team. Let me know if you find a fix, but I think you are correct in assuming it's on DB's end with the amount of people experiencing this issue.

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I don't wanna jinx anything, but it seems everything has been working good so far today.
Support Team requested I recorded a video of the issue, but everything has been smooth so far.
Hopefully it's been fixed?

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Yea same.

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Yea same.

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