Won't stop indexing on Mac

BenDBX I'm sorry to ask, but does the engineering team have any apologies for us? Dropbox has left us in the lurch for a month now, and so far, it seems like no one has wanted to apologize for the damage caused. We're talking about a month without me personally being able to use my paid subscription.

This is quite frustrating, even more so now that we've learned that there was an update on your part to fix the issue with MacOS 14.1. If only someone had bothered to notify us, maybe we would have waited a bit before updating our computers. Do you agree?

That being said, could you ask the aforementioned engineers if the problem will ever be resolved at a software level? Without resorting to strange procedures that involve backing up individual files added to Dropbox folders during this period, and then performing elusive logouts/logins or disconnecting devices from Dropbox settings. For those of us who use Dropbox extensively, it may not be easy to retrieve all these files for individual backups. Who remembers how many files have been saved and where in the span of a month?

There is no comprehensive list of all these locally stored files anywhere, so what do we do?
Do we have to remember what has been moved and where in the meantime?

I hope for comprehensive answers.

Thank you.

Did you not read our messages?   its not Individual support.  Everyone is having same issue same problem.    

Before my Dropbox on Mac was able to sync in new files now its not with this Sonoma update.   This is not an individual issues its all across the board with everyone.  I have had Dropbox for over 15 years I am not a rookie to this and a new user, I am an experienced user.   

cloudres 

Good point, of us "sufferers" should receive some type of compensation.

It is over a month that we have not been able to use the service we pay for, it has caused me a lot of lot time (which equates to lost income), we have also been providing Dropbox with feedback about the problem.

Personally, I have paid for 2TB of iCloud, Google Drive and OneDrive, to test them and see which can be a viable alternative to Dropbox. My experience is that they all work in terms of syncing files across multiple computers, but none come close to being as good as Dropbox (like in the good old days when Dropbox just worked).

I will end on an optimistic note. In the last few days, it seems that Dropbox engineers are now acknowledging what the problem is, this wasn't the case previously, so hopefully they are getting close to a solution 🙏

Hi saggyhaggis,

Yes, our engineering team has verified that macOS 14.1 will not cause users to resync, as macOS 14.0 did. Since there will be no resyncing, no users upgrading to 14.1 will get stuck in this resync, which is what happened to many users in this thread.

Regards,

Ben

BenDBX 

Hi Ben,

After I experienced the "stuck indexing" problem when I upgraded to Sonoma 14.0 I did full erase and reinstall of Ventura 13.6 and last week upgraded to 13.6.1.

The problem of "stuck indexing" persists.

So, if I now upgrade to Sonoma 14.1 will this solve my "stuck indexing" problem?

Lastly, I really appreciate you recent posting here, myself and I am sure many others have been wanting more discussion from Dropbox about this problem, so thank you 🙂

Hi Teddy73,

Thanks for reaching out. Upgrading to macOS 14.1 will not cause resyncing, but it will not necessarily 'unstick' users who became stuck during resync upon upgrading to macOS 14.0.

For users who are stuck on resyncing, you'll need to contact support for assistance. Resolving this issue will require account-specific troubleshooting, which is why we can't provide further assistance here on the Community forum.

If there is a single process or a fix implemented on our end that resolves this issue for all users, I will update this thread with that information. However, I can't guarantee that will be the case, which is why users will need individual support.

Thanks,

Ben

BenDBX 

Thanks for the quick reply here Ben.

I will upgrade to Sonoma 14.1 on one of my Mac's and hope that I have some success. If not, I'll be in contact for individual support.

Once again, thank you for being proactive here, it is greatly appreciated!

Ditto

Hi,

Your statement is a bit unclear.

Are you basically saying that it is safe for Dropbox users upgrading from Mac OS 13.6 Ventura to Sonoma 14.1?