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abelke's avatar
abelke
Helpful | Level 6
2 years ago

Desktop App stuck on "Updating Dropbox account..." after 10/14 Update was Pushed Out

Hello,   I logged on this morning to find that my desktop app (Windows 10) for Dropbox is stuck on "Updating Dropbox Account..." and won't budge. I even attempted to re-install Dropbox, and that ...
Desktop
desktop app
Sync and upload
Syncing
Windows OS
  • abelke's avatar
    abelke
    2 years ago

    Hi Hannah,

     

    I decided to try rodneyseverson workaround and do an uninstall/reinstall of Dropbox, and that seemed to work.

     

    I'd rather not have taken this solution because deleting and re-downloading over 700 GB of assets isn't ideal, but I couldn't wait any longer at work.

     

    Thanks anyway for your help. Please remember this when sending out new patches of Dropbox in the future.

     

    Thanks,

    Aimee

Walter's avatar
Walter
Icon for Dropbox Staff rankDropbox Staff

Hi there abelke, sorry to jump in here and thanks for the additional information.

 

Can you please let us know how long has the desktop app been stuck like that after the update took place? 

 

Have you rebooted your computer at all since you first noticed this? 

abelke's avatar
abelke
Helpful | Level 6
2 years ago

Hi Walter,

 

It's been stuck since Saturday (the day of the patch update). And yes, I have rebooted my computer since then.

  • JonB86's avatar
    JonB86
    Explorer | Level 3
    2 years ago

    Hi, I am also experiencing the same issue since the patch and I am on the same version.  A possible culprit is that since the update is that my local windows dropbox app mapping is no longer aligned with the file structure I can see on dropbox.com

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

      I am also having the same issue.

       

      I have 35 users, and two thirds of them are now stuck on 'Updating Dropbox Account' like the OP. Same patch, same version, same issue. I reached out to support and the issue was escalated, but I'm still waiting on a reply. If they are able to resolve it, I'll post what they did here.

       

      This issue seems to happen in both Windows 10 and 11 Pro, but definitely 11 Pro more. A few users have just given up entirely, uninstalled Dropbox, reinstalled, and re-synced everything from scratch. Hoping for a solution that isn't this, though. 

      • JonB86's avatar
        JonB86
        Explorer | Level 3
        2 years ago

        My windows file explorer structure has now realigned with what I can see on dropbox.com.  Unfortunately i don't have a clear set instructions to share on how I achieved this, but something along the line of below seemed to help:

         

        1) Make a random folder path online only

        2) Close dropbox app

        3) Ensure there are no new files you want to sync (if you do then do this manually via browser) and .dropbox.cache/new_files

        4) Restart comp

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