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emsilver523's avatar
emsilver523
Helpful | Level 6
3 years ago

Uploads from Scan document on an Iphone 12 pro max are stuck

When I use the Dropbox widget to scan a document on my iPhone, I take the photo, crop it, hit next, give it a simple filename with no special characters, choses a folder send click save, it just sits...
Mobile
Mobile App
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Uploading
threedots's avatar
threedots
Helpful | Level 5

Yes, tried clearing the app cache - does not help. 

 

The only thing that helps, is logging out from the app and logging in again. That removes the file that has got stuck, so you need to rescan it again whereafter it uploads correctly. But the problem then reoccurs again the next time you want to scan and upload a file. 

 

I have also tried removing the Dropbox app completely and reinstalling it. 

Megan's avatar
Megan
Icon for Dropbox Staff rankDropbox Staff
2 years ago

Hi threedots, thanks for all the details! 

 

If it's not too much to ask, can you send me some screenshots of the page that you see when the issue occurs? 

  • threedots's avatar
    threedots
    Helpful | Level 5
    2 years ago
    I took some screenshots and was about to upload them to Dropbox in order to show you, when I noticed that these uploads got stuck as well! So it seems like it’s not only the scanned files that fail.

    Basically, the files are just stuck there in the status “waiting to upload” but nothing happens…

    So all uploads seem to get stuck. Is anybody else experiencing this?

    My app language is set to Swedish, btw, but I don’t think that’s related…
  • Jhonjelly's avatar
    Jhonjelly
    New member | Level 2
    2 years ago

    The only solution is to log out of the app and then back in. That gets rid of the stuck file, so you have to scan it again so that it uploads correctly after that. But the issue returns the following time you attempt to scan and upload a file.

  • Duckey's avatar
    Duckey
    New member | Level 2
    2 years ago

    On a brand-new phone, this is occurring once more. 2014 iPhone Pro. taken from a Dropbox scan. The scan proceeded smoothly. It's been waiting to be uploaded for a while. While it was still stuck, I was able to upload a picture from the Photos app to Dropbox. The document was still stuck, but the photo was there.

  • Riley M.2's avatar
    Riley M.2
    Helpful | Level 6
    2 years ago
    Yes, that’s the same behavior I experienced.

    Thankfully, it’s stopped happening, but I don’t know why, and I don’t know when it might start again, which has prevented me from committing to a long term paid subscription to Dropbox.

    They offered to work with me via email but were being persnickety about the email matching (I use aliases) and the problem became less frequent so I gave up on that route.

    I’m cheering you on from the sidelines now.

    Sometimes rebooting the phone helps.
  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hey threedots, sorry to jump in, but have you tried another wifi network or doing this via cellular data at all since you first noticed this?

  • tenny1's avatar
    tenny1
    New member | Level 2
    2 years ago

    I was ready to upload several screenshots to Dropbox to show you when I discovered that these uploads had also been stalled. Thus, it appears that other file types are also susceptible to failure.

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hi tenny1, just for clarification, did you try using a different WiFi network to upload the files, or using cellular data instead?

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hey Jhonjelly & Duckey, thanks for posting here! 

     

    Can you let me know the version of the OS and of the Dropbox app that you're using on your end? 

     

    Keep me posted! 

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