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Bert M.'s avatar
Bert M.
New member | Level 1
10 years ago

Desktop app is stuck 'Starting' when it loads up and doesn't sync

I am a paying customer and very frustrated with Dropbox. I am ready to drop DropBox and look for other alternatives. Since Friday of last week it has been trying to sync 100Gb in files and it is ta...
Desktop
Mac
Sync
  • Jay's avatar
    Jay
    7 years ago
    Reading through this thread, everyone seems to be experiencing similar and yet slightly different issues, so I’ll go through the general troubleshooting steps to fix all of them. 
     
    Feel free to stop whenever your app begins to sync normally, not all steps are needed.
     
    Install the stable version:

    The first thing we need is to be sure you’re running the stable version of the Dropbox desktop application, and not the beta.
     
    To do so uncheck the box next to "Early releases" here. Then, do an advanced reinstall to ensure that all beta functions are removed fully. 
     
    Instead of the download link on that page, I recommend using the offline installers for this purpose:

     

    Confirm there are no symlinks

     
    Secondly, if your app is fine, but it’s still starting, then it could be stuck in a loop trying to parse your symlinks. 
     
    What are these? Long story short for those not in the know, these are files or folder that refer to another file or folder in your Dropbox account, or even outside the Dropbox folder.
     
    This can include, but is not limited to, iPhoto/Photos library on Mac, system folders such as Documents/Pictures/Music/Downloads, databases, programming code, and many more.
     
    Removing these symlinks is vital since they can cause these issues, high CPU usage, and permissions problems.
     
    Follow step 7 on this article in order to detect the symlinks in your computer and remove any from your Dropbox folder. Generally, moving the specific files or folders to another location should remove the links.
     
    Check your internet connection

    Hilariously, this is more common than you think. You have a stable WiFi/ethernet connection to the web, other sites work, and yet the app isn’t connecting.
     
    If multiple users are having this problem on the same network, there is a possibility that a proxy, VPN, firewall, security software, or even ISP/router issues that could be restricting traffic to the Dropbox domains. 
     
    We can’t really narrow things down for you, since you need to check this out yourself as there are so many programs out there.
     
    We’ve had cases more often than not about built in security software on routers for home internet users, meant to protect users and children, but in doing so preventing the Dropbox desktop application from loading.
     
    Using a remote login

    Getting a black or white screen on the Dropbox app when you’re trying to sign in is a different issue.
     
    This usually occurs when using a remote login or even a virtual machine to another device. The graphics for remote logins are usually reduced in quality, and since the Dropbox desktop application connects to the Dropbox site to sign you in, it won’t render the login page in the app while on a remote login.
     
    Best thing to do would be to access the machine directly to login from there.
     
     
    ---
     
    Overall, there are many reasons for this cause, however hopefully this post should help in resolving most of the issues!
     
     

     

     

    [This thread is now closed. If you have a similar or new question, you can ask here.]

Laureline's avatar
Laureline
Icon for Community Manager rankCommunity Manager
10 years ago

Hi guys!

These issues are complex and require access to your personal information to be able to troubleshoot.

I would really recommend you to write in to our support team, who would be more than happy to help you!

Thanks

  • mark c.56's avatar
    mark c.56
    New member | Level 2
    8 years ago

    They take a week to respond! terrible customer service ! I had to result to posting on their facebook page to get an answer!

    • Jane's avatar
      Jane
      Icon for Dropbox Staff rankDropbox Staff
      8 years ago

      Hey mark c.56, 

       

      Thanks for getting in touch on Community, sorry to hear about the delayed response. 

       

      Just to clarify, has this issue been resolved? Also, it would be really helpful if you could give a ticket ID to reference in your reply, so that I see whether I could expedite resolution. 

       

      Looking forward to hearing back from you!

       

      Kind regards, 

      JaneA

      • DDCG's avatar
        DDCG
        New member | Level 2
        8 years ago

        If your Dropbox was Stuck on starting like mine was. Didn't matter if i Quit, or the Proxy, restart. Hopefully this helps someone.

         

        SOLUTION:

        UN-LINK your dropbox. Open dropbox, setup again to the same local folder. It will then re-sync everything again (this part sucks). 

  • sjatkins's avatar
    sjatkins
    New member | Level 2
    8 years ago
    Laureline wrote:

    Hi guys!

    These issues are complex and require access to your personal information to be able to troubleshoot.

    I would really recommend you to write in to our support team, who would be more than happy to help you!

    Thanks

    I am not buying it.  Plain first install on Ubuntu 17.04.  No firewall or proxies.  Home desktop that worked fine with Dropbox on 16.04.  Not working since upgrade to 17.04 and reinstall of dropbox. 

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