Re: Windows app stuck displaying 'Syncing ### files'

ShawnS · ‎10-31-2023

Hello Dropbox Support,

One of our clients is having issues with syncing from the website to app. She has 130 files downloading for multiple hours, and appears to have made little to no progress. We have currently tried reinstalling dropbox, running it as administrator, as well as the options hidden by Alt + H on the account page. She is running the most current stable version of dropbox. It appears that this isn’t affecting her ability to sync other files/folders, but is still frustrating.

Thanks

ShawnS · ‎11-10-2023

Hello. After much more digging with our client we were able to identify a handful of folders that contained , and . characters. After we had Dropbox ignore those folders and went in low-level on Windows to delete those files locally, the Dropbox app finally read "Your files are up to date".

In all my troubleshooting I did not see anywhere that Dropbox would identify these as problem filenames or reveal the files in the "Syncing ### files" message. My apologies if I missed it but a listing of the files waiting to be synced would've answered this question for us weeks ago.

View solution in original post

Megan · ‎10-31-2023

Hey there, @ShawnS, thanks for joining our Community!

How long has this been going on?

Can you please check the exact sync status and version of the app for me?

If you also click on the Dropbox icon, then on the initials/profile pic and then on "view sync issues", do you see anything listed there?

Let me know what you find and we'll go from there.

Megan
Community Moderator @ Dropbox
dropbox.com/support

Did this post help you? If so, give it a Like below to let us know.
Need help with something else? Ask me a question!
Find Tips & Tricks Discover more ways to use Dropbox here!
Interested in Community Groups? Click here to join!

ShawnS · ‎11-01-2023

Thanks for the quick reply.

It has only been in this state since Monday afternoon, about 24 hours now actually. There isn't anything displayed under sync issues or under the Sync Status tab. It was already update but we uninstalled/reinstalled so it is on version 185.4.6054. It almost looks like the 'Syncing 130 files' message is just stuck on the screen as new items we've added since are syncing up.

Walter · ‎11-01-2023

Hi there @ShawnS - sorry to jump in, but could you try the latest version of the app from this page and let us know if the issue persists?

Walter
Community Moderator @ Dropbox
dropbox.com/support

Did this post help you? If so, give it a Like below to let us know.
Need help with something else? Ask me a question!
Find Tips & Tricks Discover more ways to use Dropbox here!
Interested in Community Groups? Click here to join

ShawnS · ‎11-01-2023

The version you linked to did not work either. Same behavior, we now see an increasing number of items and the Sync Status is still empty, showing no activity or pending items.

Megan · ‎11-01-2023

Hi @ShawnS, could you send me a screenshot of the status, please?

Also, if you locate your Dropbox folder, and right click on it, then check Preferences, how many files do you see there?

Megan
Community Moderator @ Dropbox
dropbox.com/support

Did this post help you? If so, give it a Like below to let us know.
Need help with something else? Ask me a question!
Find Tips & Tricks Discover more ways to use Dropbox here!
Interested in Community Groups? Click here to join!

ShawnS · ‎11-01-2023

Not a whole lot that I can show in the sync history window.

ShawnS · ‎11-01-2023

Forgot the second part. Under Preferences it currently shows 135,608

Megan · ‎11-01-2023

Hi @ShawnS, can you try the steps here (when applicable), to see if they help?

Megan
Community Moderator @ Dropbox
dropbox.com/support

Did this post help you? If so, give it a Like below to let us know.
Need help with something else? Ask me a question!
Find Tips & Tricks Discover more ways to use Dropbox here!
Interested in Community Groups? Click here to join!

ShawnS · ‎11-01-2023

We have already been through the troubleshooting steps several times since Monday. It has not made a change to the situation unfortunately.