Online backup not working

Question

I've chosen 3 folders for online backup, and set my preferences to automatic backups, once per day. I can see the folders online, and they contain all the files from the original upload. However, the automatic daily incremental backup does not work. It gets stuck at 99% and says it's updating 3 files. This message continues indefinitely and will not shut off. When I check the online folders, it has backed up nothing. None of my new files over the past day (or days) are there. Dropbox basic support has been completely useless - I've used the chat support and got a ticket via email, but after several days, I still have no reply or follow-up. I'm left wondering how this company can still be in business.

Any suggestions would be much appreciated, as I will be forced to cancel my subscription and try to get my money back. Thanks.

Megan · Answer

Hey @ulu546, thanks for sending us the ticket number reference!

I was able to locate the ticket, and I can see that the agent responded back to you, providing you with the appropriate next steps.

Since the case is in the hands of our Specialized agents, I'd suggest that you keep a close eye on it, and let us know if you need anything else.

Thank you!

ulu546 · Answer

Windows 10 Pro 64 bit

Current operation says, “95% complete (55 of 57 Gb) 2 hrs left, uploading, indexing, can’t update files.zip.”

Ticket # 22836350

Walter · Answer

Hi there @ulu546 - sorry to hear you're having issues with this.

Could you let us know your computer's OS version and the version and status of the desktop app as shown in your system tray/menu bar at the moment?

Also, since you've already contacted our support team, could you share your ticket ID so that we can look it up in our system?

Thanks!