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Forum Discussion
Syncing issues with Desktop App
I got issues with my Desktop app. It doesn't sync files and I have tried uninstalling / reinstalling, removed folders in preference, removed my fire wall and virus protection, and nothing seems to be working. Could someone please assist?
- Walter
Dropbox Staff
Hi there Majid Abdi - sorry to hear about your syncing issue.
Could you send me a screenshot of the app's exact status and version as shown in your system tray/menu bar at the moment?
Thanks!
Not sure if I could attach documents here but I'll give it a try let me know if you could see it. I'm using 184.4.8395 version if that makes sense.
Majid
Could you please confirm you received the info you had requested?
Certainly! When troubleshooting issues with your desktop app not syncing files, it's important to go through a systematic approach to identify and resolve the problem. Here are some steps you can take:
Check Internet Connection: Ensure that your computer is connected to the internet and that the connection is stable. A poor or intermittent internet connection can cause sync issues.
Verify Account Credentials: Double-check that you are signed in with the correct account credentials in the desktop app. Sometimes, syncing issues can arise if there's an authentication problem.
Update the Desktop App: Make sure you are using the latest version of the desktop app. Check for updates and install any available patches or updates.
Review Sync Settings: Look into the sync settings of the desktop app. Ensure that the folders you want to sync are selected and that there are no restrictions preventing the sync process.
Check Storage Space: Verify that you have enough storage space on your device and on the cloud (if applicable) to accommodate the files you are trying to sync.
Review Firewall and Antivirus Settings: While you mentioned disabling the firewall and antivirus, it's worth double-checking that the necessary permissions and exceptions are in place for the desktop app to communicate over the network.
Log Files and Error Messages: Examine any log files or error messages generated by the desktop app. These can provide valuable insights into what might be causing the syncing problem.
Temporary Disable VPN: If you're using a VPN, temporarily disable it and check if syncing works without it. Some VPN configurations can interfere with file syncing.
Contact Support: If none of the above steps resolves the issue, consider reaching out to the support team of the desktop app. Provide them with the details of the problem, the steps you've taken, and any error messages you've encountered.
By following these steps and providing detailed information, you increase the chances of receiving effective assistance in resolving the syncing issue with your desktop app.
Thanks, John.
Could you please provide addition al info on how to check the following:
Review Sync Settings: Look into the sync settings of the desktop app (How, where?). Ensure that the folders you want to sync are selected and that there are no restrictions (what restrictions, where are restrictions set?) preventing the sync process.
Review Firewall and Antivirus Settings: While you mentioned disabling the firewall and antivirus, it's worth double-checking that the necessary permissions and exceptions are in place (where, how?) for the desktop app to communicate over the network.
Contact Support: If none of the above steps resolves the issue, consider reaching out to the support team of the desktop app. Provide them with the details of the problem, the steps you've taken, and any error messages you've encountered. I have been contacted by many very different people. It would have been be great if one person could have a live chat with me get access to my computer and check and correct things, rather than a lot of time consuming back and forth emailing.
- Jay
Hi Majid Abdi, you can check the selective sync settings, which is what they could be referring to.
You can contact the support team via this link for further assistance if need be.
