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The desktop app on my Mac has been stuck indexing files. I can only access some of them.

I installed the mac dropbox update and the application began indexing my files. It has now been stuck for the last few days. I can only access some files. Many are now only available through dropbox.com and not in my app. If I add files to dropbox.com they are added to the indexing queue of the desktop app, but no progress is made regarding indexing. I've tried signing out, quitting, uninstalling, and reinstalling. I've seen similar threads, but no solutions have worked for me. Any help is much appreciated.

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BenDBX

Hi Everyone,

Thanks for your patience while we investigated. We have confirmed that the problem with resyncing has been resolved with macOS Sonoma 14.1. Users should not experience a resync when upgrading to 14.1.

Upgrading to 14.1 will prevent resyncing, but it will not resolve this issue for users who have already become 'stuck' on the resync upon upgrading to 14.0. We can help, but we're asking that users contact support for individual assistance.

Regards,

Ben

All comments

TimNor

5 days stuck 'indexing' since updating on Mac

Often can't access any files on my computer

Any ways to fix this please?

Thank you

Tim

Jay

Hi @TimNor, thanks for bringing this to our attention.

What version of the Dropbox desktop application are you currently running on it?

Is the Dropbox folder located in the CloudStorage location?

This will help me to assist further!

TimNor

Thank you.

I've now fixed it by signing out & signing back in again.

jfm000

same for me, I cannot access files after last update!!! Macbook Pro Monterrey 12.6.3

acej

I've got this same problem, have lost all sync of Dropbox files on my computers' hard drives and with the online platform.

Nancy

Hi @jfm000 and @acej.

Can you let me know for how long has your Dropbox app been indexing files?

Also, what’s its current app version?

acej

It was trying to sync over 300 files for several weeks until I found a kind of solution. From another thread the recommendation was to sign out (not just Quit) from Dropbox and sign back in - to stop the syncing of the files that wouldn't stop.. So I did that on both of my computers, and then reinstalled the OLD Dropbox which is so much better that the awful NEW version they are so heavily pushing. The only/major problem that I lost some files and had to resort from an old folder because the reinstall reverted back to the version of the files/folders that were in use back when I "updated" to the latest version. The new version is really awful, buggy and ridiculously terrible. So happy I'm back on the old version so I can see my folders/locations easily. Knowing that, Dropbox will probably eventually force us all to "upgrade". Does anyone know any alternatives besides Google docs? Dropbox's customer support is non-existent, very irresponsible especially for show an app that we rely on.

jfm000

Dropbox not working well on newest Mac version

acej

No, it's terrible. They really messed up a good thing.

Walter

Hi there @msheppard, sorry to hear you're having issues with this.

Could you please send us a screenshot of the app's exact status and version as shown in your menu bar at the moment?

Have you by any chance tried fixing your hardlinks and permissions as outlined here perhaps?

Keep us posted!

JC31

I updated my DropBox app on app a week ago and the indexing has entirely stalled. Can't access any files on my MacBook at all now. When I try to log out it asks me to Disable Backup but this also seems to be stuck??

InnesWatson

I really would like an answer to this

Using a MacMini M1 chip 2020

I have signed out, quit, removed all traces, re-installed and it's back to syncing at the very same point...how on earth do I stop this?

My life and work is on DropBox - now it is only online and I cannot save from my desktop...do I just stop using it as my cloud and go back to iCloud?

Walter

Hi @JC31 & @InnesWatson - thank you for reaching out and sorry you’re running into this issue.

If your sync status is stuck at Indexing after the update to Dropbox for macOS with FP, we recommend updating your Mac to macOS 13.3.

Learn more about what to expect with Dropbox for macOS with File Provider.

If this doesn’t resolve the issue or you need further assistance, please let us know and we'll take it from there.

Simonsen

I am a professionel graphic Designer and Dropbox is vital for me.

My Dropbox at home have been stucked now in 5 days, telling me that it is "Indexing 1.024 files". I got a brand new iMac and has just updated it to "Ventura 13.4". I have tried to close all security software from AVG but nothing helps!!!

What have you done????? Are you destroying your own product??

Walter

Hi @Simonsen, sorry to hear about this.

Have you rebooted your computer since you first noticed this?

If you did and the desktop app is still stuck at syncing the exact same number of files, could you send us a screenshot of the app's status and version as shown in your menu bar?

Simonsen

Hi Walter

Thanks for your answer.

I have rebooted my Mac at least 4 times and nothing helps. This is the status..(see screenshot)

Skærmbillede 2023-05-30 kl. 06.45.25.png

Skærmbillede 2023-05-30 kl. 06.46.11.png

Best Regards Jens Simonsen

Walter

Thanks for the screenshot @Simonsen - much appreciated.

Can you send us another one showing the Dropbox folder's location in the app's preferences under the Sync tab?

jasonlekberg

I'm on Ventura 13.4, updated to the new Mac app and it's just stuck now. My whole business is in dropbox. Please fix this asap!!!

saschana

I have the exact same problem. stuck on syncing 155 files for a week now. And the other files are not getting sync'ed.

It's absolutely terrrible.

Ventur 13.3.1 and latest db app (reinstalled, logged in and out, moved folder to the required Library fold, to no avail).

acej

Downgrade and reinstall the old version, that was the only solution that worked for me after much loss.

saschana

Thanks, but for which: the mac OS or the dropbox?

saschana

It seems pretty hard to find an older version of the desktop app. Do you have a link for that? Thanks

acej

I think I had it backed up and reinstalled it from my external hard drive, but try a search.

jasonlekberg

I just went through the help desk. They told me to turn off firewalls and anti-virus (neither of which I have) and closed the ticket. HA!

Walter

For anyone affected by this, could you please send us a screenshot of the app's status and version as shown in your menu bar?

monak100

me too. Resubscribed to Dropbox, downloaded app (v 175.4.5569) and using on Chrome. stuck on indexing 18,529 files. View synch issues not showing anything. Not allowing me to sign out nor change back from 'make available offline' to 'make available online only' of a big folder of photos. Incredibly indredibly frustrating. Have tried logging out, restart, clean my mac, pausing & restarting indexing.... any other ideas? Please!

OK - gone through the steps again. stopped synch and back ups. Turned off documents available online only. signed out. Then when signed back in, seems to be working and indexing.

jasonlekberg

I finally got through this with support. They sent me personalized steps that required fully uninstalling and deleting the old program from my mac. It won't let me post them here for some reason.

acej

Hello, why can't you post the instructions?

TreeSawDesign

I am having the same issues with my DB stuck at indexing 1,897 files for the last 2 weeks.

Screenshot 2023-06-05 at 10.26.01 PM.png Screenshot 2023-06-05 at 10.52.08 PM.png

Megan

Hi @TreeSawDesign, welcome to our Community!

Did you notice the app's syncing status being stuck after the update to the new Dropbox for macOS? What about the OS version that you're using on your end?

If the number of files has not reduced it might be worth checking out the troubleshooting steps outlined in this article.

Keep me posted, and we'll take it from there!