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Sync Issue - Windows 10 - Sync Stuck

Hi,

I'm using desktop app version 148.4.4519 and for a few days now new folders and additions made using the PC aren't syncing properly with dropbox. I've tried all the suggestions I can find except re-installing the app. After changing the smart sync options inside the app, it updates quickly but then becomes stuck on one or more files.

I'm also seeing that new folders, or updated folders (on desktop), have no icon next to them, and also fail to upload often.

Please help!

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Megan

Hi @RobbiJ, I hope you enjoyed your weekend!

Can you try uninstalling, then re-installing the app and see if anything changes then?

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Hannah

Hey @RobbiJ, thanks for bringing this to our attention.

What is currently the sync status of the Dropbox application on your PC?

You can see that by hovering your mouse over the Dropbox icon in your system tray.

Do you see any error messages there?

Keep me posted and we'll go from there.

RobbiJ

Hi Hannah,

The sync status says 'syncing' when I click on the icon (bottom of app tray) and 'downloading' on hover.

At the moment, it's 'syncing 32 files' with a file size indicator on the right. The file size indicator doesn't change. There is a time estimate that bounces around.

No error messages. And I checked the Sync Issues also, there are none there.

Thanks!

Hannah

Thanks for the update here.

Can you please try the following steps, to see if they help?

1) Make sure the Dropbox desktop application is running
2) Click on the Dropbox icon in your system tray by the clock and then click on your initials or profile picture in the Notifications panel
3) Select 'Preferences'
4) Click on the 'Account' tab, and then click in the window under the tab (just anywhere will do)
5) Hold down the 'Alt+H' keys
6) Click on the 'Fix Hardlinks' button
7) You may be prompted for a username and password, this is your computer login credentials, not your Dropbox account ones
Please wait about ten minutes to see if Dropbox resumes syncing.

RobbiJ

Hi Hannah,

I did as you asked. Under the activity tab in the app there is now an alert:

"Smart sync is experiencing an issue. To open online-only files and folders, righty-click and choose Smart sync, and then Local."

Also... the app shows updates that are happening online, and the number of files syncing has changed a few times, but it's still stuck and not syncing updates from my PC.

Should I re-install the app?

Hannah

Thanks for keeping me in the loop with this issue!

Can you let me know what's the exact sync status of the app at the moment when you hover your mouse over the Dropbox icon?

A screenshot would be really helpful, if you can send one.

RobbiJ

This is what is says this morning. It does change. But I think the changes are updates to files made online by my colleagues. I'm not sure. It's definately still not syncing files and folders from my desk top.

Thanks heaps for sticking with me!

Megan

Hi @RobbiJ, I hope you enjoyed your weekend!

Can you try uninstalling, then re-installing the app and see if anything changes then?

RobbiJ

So, uninstalling and reinstalling worked. It has created a fair bit of work in tidying up a ton of conflicting files, but at least we're back to syncing correctly.

Thanks so much for your help!

Megan

Awesome news, @RobbiJ!

Have a lovely weekend ahead,enjoy!

Kurtthekraut

Hi Hanna,

I had a disc crash and had to replace the entire system, now running on Windows 10 Pro Version 21H2. I got a very similar problem , running Dropbox Version 153.4.3932. My plan is Dropbox Plus with 600 GB used out of 2 TB, now wanting to download some 240 GB back onto my laptop. First I wanted to smartsynch only and with time download, what I need. But the system only downloadd one folder online only. Then I changed to downoad permanently and I got one more folder permanently on my laptop. No more. I let the PC run over nicht, but not one file more was downloaded. Then I checked the Community and came across your reply post. You wrote: 1) Make sure the Dropbox desktop application is running; 2) Click on the Dropbox icon in your system tray by the clock and then click on your initials or profile picture in the Notifications panel; 3) Select 'Preferences'.

I did and clicked on fix Hardlinks. Then I re-started Dropbox and it still says 25.634 file are synchronised, but no time. Under synch errors I get "Private" - no errors. Can you hel, please? Thanks

Hannah

Hey @Kurtthekraut. thanks for the nudge here and sorry to see you're having a syncing issue.

So, if I understand correctly, your Dropbox application is stuck on syncing 25.634 files, but doesn't show a time frame, right?

After you tried fixing the hardlinks, did you also try fixing the permissions from the button next to it?

If not, try that and let me know if it helped. You can also take a look at this article for more troubleshooting steps.