Dropbox desktop app disconnects randomly during file upload

[DamianYap]

Dropbox desktop app disconnects randomly. I have a work team, and we are all having this problem when we want to upload files, Dropbox disconnects and the upload or download is interrupted. The only way to fix it is to close and reopen the app. But it disconnects again after a while.

[Hannah]

Hi there, @DamianYap, and thanks for bringing this to our attention.

Would you mind giving us some more details about what you mean when you say that the app disconnects?

Are you getting some kind of error message or does the app just crash?

Also, are you having this issue with multiple computers, all connected to the same network?

Let me know and we'll go from there.

[shastings]

I randomly began having the exact same issue on Thursday afternoon (6/27/2024). It simply crashes/drops off with no error. No internet connectivity issues. At the same time, I began noticing a serious lagtime in thumbnails populating fully in File Explorer. I've run all sorts of scans, checks, etc. I'm trying to hold off on uninstalling/reinstalling DropBox. I've searched everywhere online. Wondering if there is a bug with latest update?

[Megan]

Hey @shastings, I hope you're doing well!

I just wanted to check in with you and see if you're still facing the same behavior. 

If so, would you mind clarifying the OS you're using, along with the Dropbox version installed on your device?

Let me know more, and we'll take it from there!

[shastings]

Hi Megan, 

I thought I had the issue resolved, but it resurfaced again just now. 

I am running Windows 11 with DropBox vs 202.4.5551. There is a very strange related issue within File Explorer, there is a significant lagtime for thumbnails and even icons to populate in a folder. In addition, if I right-click on a thumbnail/icon, there is a severe lagtime for some of the options in the dialog box to show up in the right-click menu (this issue goes away if I quit DB).

If I restart my computer or quit and restart DropBox, I can temporarily fix the issue. However, as soon as I start working with any files, the issue reappears. However, what's even stranger is that it appears my DropBox is disconnected because there are no green check marks and I can't right-click and access the DB menu options like share a link etc. But if I open my laptop (which is linked to the same DB account) or go to DB online portal, it will often show a file change I've made. Makes zero sense. 

I thought I had resolved the issue on Friday somehow by getting everything updated on my laptop and I don't know what else (at that point I had run so many error and computer health checks and nothing had worked). It seemed like everything was working. I was working in Photoshop on multiple files this morning with no issue. Then I opened up an Adobe InDesign file and it triggered it. Later on I was able to trigger it within Photoshop when working with multiple files/importing graphics. 

It seems like it COULD be a memory issue, but task manager, memory check and machine speed ( Alienware Desktop 32 GB RAM) says otherwise. DropBox files are actually stored separately on a SSD so the machine runs even more efficiently. Plenty of storage available (edited to add: also nowhere near DB's supposed 300K file limit where things start getting wonky). WiFi speed test very fast. Zero viruses. 

I feel like some sort of glitch popped up between Windows and DB last week. Please advise, as this is my livelihood. Thanks. 

[shastings]

Or could this possibly be an Adobe/DropBox issue? If it would be better to open a ticket, please let me know. 

[phafa]

I'm having this same issue on Dropbox Desktop: v202.4.5551 on Windows 10.
It's getting worse and I work with this. What's going on?

[Nancy]

Sorry for jumping in, @shastings and @phafa. Before investigating further, I’d suggest reinstalling the Dropbox app on your devices. 

If the issue persists after that, let me know and we can take a closer look into this.

[shastings]

Hi-- I am willing to do this, but with close to 100K files that I am often sharing with clients, doing a reinstall is highly disruptive to my workflow, as everything will need to repopulate back in my DB folder. In addition, I currently have many folders set as online-only by having gone through File Explorer, right-clicked and selected Online Only. I am guessing that I will lose ALL of those location preferences/settings regarding online only files once I uninstall. Is this correct?

[Jay]

Hi @shastings, if you reinstall the app, not uninstall it, then your settings should remain the same as they are now.