Dropbox stuck on sync or index

[idanfo]

hi all,
my dropbox in my all computers just stop syncing or stuck on indexing a few days ago.

i notice that if i use old version (114.4.426) of the app everything is back to normal but the app keep updateing by her self.

this is a bug that have to be fix ASAP.

[Walter]

Hey there @jl232221 & @Andrew S.2; thanks for your nudges on this.

If you're still having issues with this, may I reach out via email to have a better look?

[Andrew S.2]

Hello @Walter -

Yes please.  However I have some more insight into the issue.

• The article on your kb that you're pointing to is out-of-date, it does not match the current app UI.
• I have found the 47 files that are causing the issue by clicking View sync issues from the system tray icon
• I am still unable to have both the online and local copy of one of my folders synced between DB and my computer, so this causes SmartSync to kick in every time I click on the files (not all of them, though).  This folder has 20,000+ files, and I have plenty of h/d space so that's not the issue.  It seems like since you introduced SmartSync, you can only have one or the other, not both locations.  Perhaps I'm not understanding how it works, though.

Please feel free to reach out to me.  This is an ongoing saga that I've been working on with other people at DB support.  I don't want to move to OneDrive or Google but DB has become too cumbersome and kludgy and unreliable.

Look forward to hearing from you when you have a chance.

Andrew

[tullio0106]

Same problem with 115.4.601.

I've 1225 files allways indexing.

I use Dropbox as backup but it hangs indexing a variable number of files and it dosn't complete the operation.

At that moment I don't know if my files are synched or not.

Very bad problem.

 Tks

[Andrew S.2]

@tullio0106If you click on the Db icon in your system tray, then on your profile image and click View sync issues, do you see the 1225 files in that list?

[Andrew S.2]

@WalterOne other issue on that same PC is that I've enabled the checkbox to start Db when Windows starts, but it doesn't start.  I have to manually go to the Start Menu and click on it from there.  This is not an issue on my other PC.

[tullio0106]

I'm quite new, what do You mean with DB icon ?

The number of files is not the same every time.

It was 1225 when I wrote the message, now it's sayng Indexing 4 files and syncing 1820 files.

Tks

[Walter]

Thanks for all the additional information here @Andrew S.2; I've just sent you a ticket so that we can have a further look into this.

Please take a look at your inbox and we'll take it from there.

As per your concern now @tullio0106, could you send us a screenshot of the app's exact status as shown in your menu bar/system tray?

Thanks so much!

[VibDAS DSI]

I hope it is OK that I jump in on this thread, I new to this forum, so let me know if I should post somewhere else, but I have also been fighting this problem for a few weeks now.

Here all the details I can think of.

Machine Windows Server 2016 (basically the "Windows 10" server), version 1607, OS Build 14393.4169 latest patches)

Dropbox version 115.5.601

Dropbox account is a business account.

Dropbox installed using administrator account.

Dropbox folder has 145,588 files and they take up 24.8 GB, these are mostly relatively small text files spread out over lots of sub folders.

On average only about 150 files are added in an hour.  Customers drop in their files to be processed. the processing is done in non Dropbox folders, and once copied out, they are moved to a sub folder in Dropbox.

The sync locks up about once a day.  It is usually saying it is syncing a small amount of files like 2 or 3, but the amount changes from lockup to lockup.  Here is a screenshot of it both with the dialog open and hovering over the Dropbox icon.

Once it is locked up like this the only thing I can do is kill it with the Windows task manager.

If I select "pause" the "pause" never completes.

EDIT: I also selected the menu for showing sync errors, and it reports none.

If I then restart it, it again works for about another day before it lock up again.

Note that when the sync is locked up the icons on the files/folders in the Dropbox folder/sub folders to no have the Dropbox icon, just the standard windows ones, and the recent files what were being processed are locked (Windows lock).

Troubleshooting tried:

1. Reboot machine
2. Uninstall/reinstall
3. Ran the "hard link" permission function.
4. Tried both with smart sync on and with it off and only local files.

This is really quite critical for the company I'm working for because the model has been setup with the customers to just drop their files in their shared Dropbox folders and the server processes their files.  And Dropbox is used by the business too for internal use.

To change to another method for the customers to send their files will be "painful".

Thank you for any help you can provide.

Chris

[Walter]

Hi @VibDAS DSI; thanks for joining the discussion here and sorry to hear you're having issues with this.

As you've already done some troubleshooting on this, may I reach out via email to investigate this further?

[VibDAS DSI]

Sorry just seeing this now.  Yes emailing me is fine.