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Zandiver's avatar
Zandiver
Helpful | Level 5
2 years ago

1.84 GB mp4 sync stuck on "finalizing" during website upload

My iMac keeps freezing because it's having problems uploading and syncing a 1.84 GB mp4 file. I have v175.4.5569 of the desktop app installed. This has been going on for 3 days now. I've checked my plan and I have heaps of space, so that's not the issue.

Today I tried pausing syncing via the desktop app, opening Dropbox in my browser (Safari), and dragging the file over to upload. It uploaded 99% and one hour later the desktop app still shows it as "uploading".

Dropbox in my browser shows the file is "finalizing". In fact, it's stuck there. The message at the top of the upload pane shows, "Uploading 1 of 1 item, 1 second left". It's been like that for an hour. See screenshot...

If you can help me troubleshoot this issue I would be much appreciative.

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

    Hi Zandiver, thanks for bringing this to our attention.

     

    Are you only experiencing this with Safari? Could you try switching browsers to see if this helps?

     

    Otherwise, you can try using incognito/private browsing mode without any extensions running, clearing your cache and even resetting your browser entirely.

     

    Keep me updated with any progress!

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

      I tried with Firefox. Empty cache and no extensions. It uploaded to 1.72 GB then hung, then my iMac started intermittently freezing up and eventually it crashed and restarted. That NEVER happens. After the restart there's no sign of the file or the upload progress in Dropbox browser. I'm beginning to think maybe the file is corrupted?

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

        The Dropbox site doesn't keep a cache of the file, so you'd need to re-upload the entire file again to the site.

         

        Let me know how it goes when you try it again.

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

    Could you try renaming the file and moving it to a different folder in your Dropbox folder?

     

    If you're not seeing any icons in Finder, could you try these steps?

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

      Okay, I have moved the file to a different folder and renamed it. The desktop app says it is updating, but Finder shows nothing, i.e. no icons.

       

      I updated System Settings > Privacy & Security > Full Disk Access and toggled Dropbox on. But I was a bit too fast and clicked Restart Now instead of Later. When I went to Accessibility there is no Dropbox option 😞

       

      Device date & time is perfect, and everything else checks out okay too.

       

      What next?

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

        Hey Zandiver, sorry to jump in here.

         

        Have you tried quitting the Dropbox application and then restarting it from your Applications folder?

         

        If you haven't already, make sure to restart the computer too.

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