Windows app stuck displaying 'Syncing ### files'

[ShawnS]

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

[Megan]

Hi @ShawnS, there is a new update out, are you sure the app is running that?

If yes, then can I send you an email in order for us to have a closer look into this?

[ShawnS]

Yes, we tried the linked version as well. Please reach out via email as soon as possible. Do you need the email here?

[Megan]

Hi @ShawnS, I just sent you an email, I'll see you there! 

[ShawnS · Accepted solution]

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.