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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

BenDBX's avatar
BenDBX
Icon for Community Manager rankCommunity Manager

Hi cloudres 

 

Thanks for this information. I'll pass it onto our engineering team. If anyone else is still experiencing this, please let me know!

 

Regards,

Ben

Foxapet's avatar
Foxapet
Helpful | Level 5
2 years ago

BenDBX 

I totally agree with Cloudres's comment, 
This situation is totally abnormal. We pay for professional subscriptions, at relatively high prices, to guarantee security and professional use of Dropbox.
That a major bug can last 1 month without resolution, without any message from Dropbox, just totally standard answers on a forum is shameful.
Worse still, the recommendation to contact support directly -> The first thing we're asked to do is restart the computer...
I'm going to look into changing my storage solution.

  • digows's avatar
    digows
    Helpful | Level 5
    2 years ago

    they just closed my ticket as resolved and refused to refund my money. now they dont even reply. now i have bunch of versions of dropbox, backups of external drives still dont work. useless service, very disappointed. workflow is ruined 

    and i paid year subscription and now im stuck with this crap

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

    Foxapet thank you for reinforcing the message.

    I'll add another point, while we're at it. As suggested, three days ago, I reached out to customer support regarding a single issue, hoping for a resolution.

    The person I spoke to was very kind. They acknowledged that the problem is, of course, known. After the customary questions about the DropBox version and requests for screenshots to verify the issue, I was asked to confirm which authorized device is affected by the problem. I was promised an email contact with a technician, which, however, hasn't arrived yet. I sincerely hope the contact I receive will be resolving!

    Needless to say, I'm frustrated, and I expect some form of compensation for not being able to use the services I paid for for a month (as of today).

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