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msheppard's avatar
msheppard
New member | Level 2
2 years ago

Won't stop indexing on Mac

I installed the mac dropbox update and the application began indexing my files. It has now been stuck for the last few days. I can only access some files. Many are now only available through dropbox....
Desktop
desktop app
Mac OS
Syncing
  • BenDBX's avatar
    BenDBX
    2 years ago

    Hi Everyone,

     

    Thanks for your patience while we investigated. We have confirmed that the problem with resyncing has been resolved with macOS Sonoma 14.1. Users should not experience a resync when upgrading to 14.1.

     

    Upgrading to 14.1 will prevent resyncing, but it will not resolve this issue for users who have already become 'stuck' on the resync upon upgrading to 14.0. We can help, but we're asking that users contact support for individual assistance.

     

    Regards,

    Ben

Sam DBX's avatar
Sam DBX
Icon for Community Manager rankCommunity Manager
Hi all,
 
Sam from Community here ✋🏽
 
Just to let you know that we've brought this to our team's attention, and we are aware of this issue: If a Dropbox user using File Provider upgrades to macOS 14.0, they might experience a one-time file resync, which could take several hours, at the very least. If it takes long enough, it might appear as if you are "stuck syncing."
 
So far, the indications are that this only affects users who were on File Provider at some point while on macOS 12.5 to macOS 13.2 and have now updated to macOS 14.0. Unfortunately, this isn't something within Dropbox's control to fix, but we'll update you once we have news.
 
What can you do for now?
 
  • If you find yourself stuck syncing for more than 4 hours (and don't have over 300K files), please consider restarting your computer.
  • If you're still experiencing the issue a couple of hours after the restart, you can open a support ticket so that we can investigate further.
 
Thank you,
Sam
manuauh's avatar
manuauh
New member | Level 2
2 years ago

I have similar issue after updating my Mac to sonoma.

All my files in Dropbox folder unable to open, like excel file and word file and jpg file

How to fix this issue?

  • cloudres's avatar
    cloudres
    Experienced | Level 12
    2 years ago

    manuauh honestly, I can open all my files. Even those previously set as "online only." This means that the app is still working. But simply, the algorithm that searches for new files added to Dropbox folders and synchronizes them doesn't seem to be working.

  • cloudres's avatar
    cloudres
    Experienced | Level 12
    2 years ago

    CHRISTIAN ARCOS I don't know. There are a pair of threads, not only one. In some way they were been linked, but I do not know tell you more.

  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hey CHRISTIAN ARCOS, we totally understand your frustration and we can see you're already in contact with our support team about this.

     

    As Sam's post mentioned, our team is aware of these reports, and unfortunately, this isn't something within Dropbox's control to fix, but we'll update you once we have news.

     

    If you already tried all the suggested troubleshooting, please take a look at previous workarounds we had in the Community, to see if they work for you.

  • cloudres's avatar
    cloudres
    Experienced | Level 12
    2 years ago

    Hannah may I technically ask what it means that all of this is not under Dropbox's control? I would also like to inquire about what you mean by "we will let you know if there is news".

    What kind of news are you waiting for, and what can we, who are stuck, expect?


    I'd like to take this opportunity to ask if there's a refund planned for those with a paid subscription who, in fact, cannot use Dropbox at the moment.

    Oh, by the way, I've noticed that Dropbox Capture isn't working either, of course. Any video I take or create isn't syncing, so I can't forward it to my clients. I'm more than a little frustrated.

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