Re: Dropbox v177.4.5399 not syncing

leandrosilva · ‎06-30-2023

Hello everyone,

My Dropbox (v177.4.5399) isn't syncing properly since yesterday.

I already tried to restart the desktop, restart the app, clean the program cache, double checked the internet speed (500mb/s download and 100mb/s upload), bandwidth (don't limit), paused the antivirus, but unfortunately the sync continues stuck...

Looking forward to receiving your valuable help to fix this issue.

leandrosilva · ‎07-24-2023

Problem finally solved.

Three weeks later and after several attempts, the resolution of the sync problem happened after the latest update (v178.4.4811).

As initially said, this problem wasn't related with the number of files (below 300k) as we have more than 1 million files since day one and Dropbox has always worked fine.

These problems usually happen after recent updates and many times it doesn't happen to everyone with the latest version.

The solution is to install a previous version or wait for the next version (which was our case).

Another thing we learned from this situation is that Dropbox Business support has a lot to improve...
We had to test and find solutions ourselves over the last three weeks with several hours wasted, which significantly affected our daily work and production.

Note: Btw, selective sync isn't a solution for those (like us) who need to access all files directly through the workstations.
If anyone thinks that is reasonable and productive to work directly through Dropbox website because your business is "unlucky" to have more than 300k files on the account, good luck with that suggestion and workflow! It certainly came from someone who has never worked that way.

Thank you Dropbox for your (not) "great" support!

View solution in original post

Walter · ‎06-30-2023

Hey there @leandrosilva, sorry to hear about this.

Can you please try fixing your hardlinks and permissions as outlined here and let me know if syncing gets stuck at the same exact number again?

Also, if you check the 'View Sync Issues' button from the app's preferences, do you see anything mentioned there?

Let me know of any updates!

Walter
Community Moderator @ Dropbox
dropbox.com/support

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leandrosilva · ‎06-30-2023

Hello @Walter
Thanks for your reply.
Followed the steps (hardlinks and persmissions), but the issue remains.

The files size increased and decreased slightly.

The connection speed is still too low.

Walter · ‎06-30-2023

Thanks for the additional information and the screenshots too, Leandro.

Have you tried adjusting your bandwidth settings and then change it back or even rebooting your router?

Walter
Community Moderator @ Dropbox
dropbox.com/support

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leandrosilva · ‎07-01-2023

Hello @Walter

Thanks for your reply.

I did the following steps:
01. Dropbox Preferences - Bandwidth - Changed to: Limit to 50.0 KB/s (Download and upload rates).
02. Restarted the desktop.
03. Dropbox Preferences - Bandwidth - Changed to: Don't Limit (Download and upload rates).
04. Restarted the desktop.
05. Unplugged the router for 10 minutes and plugged it back in.
06. While booting, restarted the desktop.

Unfortunately, nothing has changed:

leandrosilva · ‎07-01-2023

I did the unlink and re-link (Preferences - Account - Sign out, restart Dropbox and login).
Let's see if that solves the problem.

leandrosilva · ‎07-02-2023

Possible solution: I unlink and relink (Preferences - Account - Sign out, restart Dropbox and login).
It took about 15-20 hours to resync 27TB.

Megan · ‎07-03-2023

Awesome news @leandrosilva!

I wish you an amazing week ahead, let us know if you need anything else!

Megan
Community Moderator @ Dropbox
dropbox.com/support

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leandrosilva · ‎07-03-2023

@Megan @Walter

I tried to add some small new files and folders this morning, and the issue came back...

Sync is once again stuck.

2023-07-03 14_02_05-.jpg

Maybe the issue is something related with the app? or the latest update ?

I need some help asap to solve this problem.

leandrosilva · ‎07-03-2023

All day and the sync continues stuck...
Any alternative solutions? Desktop App update coming soon?