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EdC30's avatar
EdC30
Helpful | Level 6
6 years ago
Solved

My dropbox is stuck on sync.

My Dropbox has been stuck syncing the exact same number of files for several days. There is no problem with my Internet connection and I have tried quitting/restarting/unlinking the app many times. W...
desktop
sync
  • EdC30's avatar
    EdC30
    6 years ago

    Thanks for your help, Lusil, but I think we should leave this here now. I hadn't realised the process would take this long to move to the first stage of someone getting in touch who can actually help/give advice. Unfortunately I don't have that sort of time at my disposal to resolve the issue so you can close the ticket now. My business requirements mean this is a really urgent enquiry, not something that can take four days without an engineer even getting in touch yet. Thanks again for your help.

    In the end I found an online solution that meant me having to back up my Dropbox data on an external hard drive as a safety, then unlinking my computer from Dropbox (again), quitting the Dropbox application on my computer (again), then deleting everything related to Dropbox from my Mac (data/application/cache/hidden files etc...) and then starting again from scratch. The crucial two elements seem to have been deleting the Dropbox data on my computer as well as going into the Mac Terminal application and entering a command to show all hidden files. There is a hidden .dropbox file that needed deleting (amongst others buried elsewhere in the system).

    I then relinked the computer with my Dropbox account - effectively treating it as if it's a brand new computer with no history of my Dropbox account anywhere to be found on it. The sync seems to be working now - it certainly isn't stuck at the same point as before - but not everything has finished syncing yet so I'll just have to wait and see...

    Thanks again for your help and sorry you weren't able to resolve it for me this time.

Lusil's avatar
Lusil
Icon for Dropbox Staff rankDropbox Staff
6 years ago

Hi there EdC30, 

Thanks for reaching out to us about this. I'd be more than happy to help!

At first, awesome work on the initial troubleshooting - definitely narrows down our investigation. 

Could you also check if there's a third party app, like a security app, that could be hindering the syncing process? Could you try temporarily disabling your antivirus? Maybe that will do the trick. 

Let me know of any updates!

  • EdC30's avatar
    EdC30
    Helpful | Level 6
    6 years ago
    Hi there. Thanks for getting back to me so quickly. Sorry - should have already said that I don’t have any AV or security software. (I’m running MacOS Catalina if that’s also helpful to know?)
    • Lusil's avatar
      Lusil
      Icon for Dropbox Staff rankDropbox Staff
      6 years ago

      Thanks for your swift reply too, EdC30!

      I've sent you a ticket to the email address connected to your Community profile.

      When you have the chance, please check your inbox for my latest message. 

      Looking forward to hearing back from you!

      • EdC30's avatar
        EdC30
        Helpful | Level 6
        6 years ago

        Hi. I've replied to your email. My Dropbox is still stuck syncing. Do you have any further suggestions as to how I can solve this problem, please?

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