Syncing problems

[mhch83]

Hello. I work on a Mac running Ventura 13.3.1 (a). Ever since the last update of the Dropbox application, I've been experiencing many synchronization problems. Firstly, the green checkmark icon that used to appear everywhere when something was available offline is no longer visible. Secondly, I have numerous folders with a cloud and a downward arrow, but there are also many folders (which I have already synchronized) with no icon at all, and I don't know the status of those files or folders, whether they are in the cloud or on my hard drive. And thirdly, and most importantly, my synchronization has been paused for 1 month (yes, 1 month), with a message saying that 33.8GB is synchronizing, but there are many files that say "waiting to sync," and as a result, any new file I add doesn't upload. I have tried all possible options, including reinstalling the application, but nothing happens, and it goes back to telling me that it's synchronizing the 33.8GB. Does somebody know what can be happening? Just to let you know, I haven't made any changes to the internet or firewall settings; everything is the same as when it was working. Thank you.

[Megan]

Hey @mhch83, sorry to jump in here! 

I checked and there's nowhere in the thread a mention of the Dropbox version that you're using on your end. Can you let me know more? 

[mhch83]

v178.3.4678

Any idea of what I can do? Or do you need more information?

[mhch83]

Could you please give me a solution once and for all? Now there's another colleague of yours writing to me and asking the most basic questions once again through a new thread. I urgently need a solution, as this is hindering my work, and I need it resolved. I don't need you to tell me to read more documents (I've read them all). It's clear that there is some problem somewhere, and I need you to take ownership of it instead of passing the buck from one person to another.

[mhch83]

I enter seeking help for a specific case that, as I mentioned, is affecting my work. After that, you respond by asking me basic questions, time and time again. I dedicate time to answer them and explain in detail what is happening to me, clearly laying out the scenario. After not one, but three colleagues write to me asking the same basic questions, and now you stop responding without helping me solve anything. I don't think this is a fair treatment for someone who is paying for an annual service. Once again, I NEED someone to take the reins and directly help me solve it because it is urgent and I have no way of solving it if it's not with you, as you are responsible.

[mhch83]

I certify that Dropbox's customer support service is deplorable. I have been waiting for a resolution to my issue as well, and no one is doing anything. I have never experienced something like this before. Soon, both my team and I will switch to a different platform.

[Nancy]

Hey @mhch83, I can understand your frustration. 

To isolate this further, I'd like you to take one more step with me and downgrade your Dropbox app from the beta app version to the stable one. 

First, please go here and turn off early releases for your Dropbox account. After that, you can download the stable app version via this link.

Let me know how this goes!

[mhch83]

Hi Nancy, thanks a lot for answering.

I don't know what you mean with "turn off early releases for your Dropbox account". Could you please tell me what to do?

Thank you

[mhch83]

Ok, it got it. Sorry, it is in spanish and i didn't know what it meant.

I'm downloading the previous version and will let you know if it works.

[Nancy]

No worries! Keep me posted for any updates.

[mhch83]

I'm afraid it does not work. The same thing happens. It appears uploading 33,8gb and syncing 2398 files, but nothing happens. I wrote to your mate all the scenerios that I was going through when uploading from my smartphone, from the website directly, and from my mac, and it turns out the problem is in my mac, it does not sync, nor upload nor download. Is there someway someone from the staff could help me solve this live? I'm totally stuck with this and I need this to be solved, it is causing me problems.