Dropbox not syncing (Windows 11)

[Jelle_dejong]

I set up a new computer for my wife.  Installed Windows 11 while I was at it and of course installed Dropbox as she has all her personal and work files on it.  Simply cannot work without Dropbox.  Dropbox appeared to install fine but ... once up and running it is simply not syncing.  The icon in the tray shows it is syncing and when I hover my mouse over it, it says is is syncing but to no avail.  No files show up in my Dropbox folder in File Explorer so for now we are using the old computer.

Does anybody have any suggestions?  I have done all the obvious:
1 - Turned off the firewall and virus protection
2 - Uninstalled and reinstalled
3 - Turned off the computer and turned it on again
4 - Left the computer alone for a while hoping it would figure it out
5 - Went through the whole advanced re-installing as shown on the Dropbox website (going as far as deleting folders in the regedit etc.)

And after all this ... still not syncing!  Don't know what to do anymore about this!

Anybody have any suggestions?

[Walter]

Hey @Jelle_dejong, sorry to hear about your syncing issue.

Could you please send me a screenshot of the app's exact status as shown in the system tray of the affected computer?

Also, can you clarify what Dropbox plan your wife is on?

Thanks a bunch!

[Jelle_dejong]

She is on the Dropbox Professional plan - see snippet below.  Seems stuck here as says it has been syncing for over 24 hours now but nothing showing up!

[Megan]

Hi @Jelle_dejong, I hope you're doing well! 

Out of curiosity: when you click on the icon on the screenshot and you get a pop-up window, do you see the same 'Syncing...' message there? 

Does it provide any additional information, such as the number of files syncing?

[Jelle_dejong]

Hello Megan - indeed it doesn't say anything else.  It just says syncing ...  I would normally expect it to say it is syncing x files etc but it just appears stuck here

[Megan]

Hm, interesting @Jelle_dejong.

Would it be okay for me to reach out to you via email, in order to investigate further? 

[Jelle_dejong]

Hello Megan - yes of course.  However, I am already working with Nathaniel of Dropbox on this.  Although it has not gone very far as of yet.  So, let me know what is the best way forward.

Kind regards,

Jelle

[Jay]

Hi @Jelle_dejong, if you're already in contact with a support agent, do you have the ticket ID in order to locate it on the system?

[Robert Kiejdan]

I'm having same problem files stop syncing. Poor support

[Jelle_dejong]

Don't have ticket ID but they resolved it. Great support!

Thanks so much,

Jelle