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macOS desktop app stuck syncing 32 files

As with several other users, I've been using Dropbox for years on my Macs & iPhones, but have recently noticed that the files I update on my MacBook Pro (Sonoma 14.1.2) are not appearing on my iPhone (iOS 17.1.2). I normally don't use the Dropbox website, but upon reading some of the recent Community posts, I checked it & discovered that those files weren't appearing on the site either. I have downloaded the latest versions of the app for my iPhone (v 358.2.8) & also the MacBook (v 189.4.8395), but neither change has solved the problem. My WiFi has a good connection to the internet, I have no VPN or security limitations on my MacBook, & the latter's menu bar icon shows me that I am "syncing 32 files", which is not true. What can you suggest I try next?

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Comments

Mark

If it says you are syncing 32 files then there are 32 files waiting to sync - my guess is the ones you are missing.

Have you tried a restart of Dropbox? Computer?

bluecrab347

Yes, I’ve restarted the Mac & I assume that downloading a new Dropbox copy qualifies as restarting it. I’m unsure how to restart it in any other way.

Mark

When you open Dropbox on your machine (the actual folder via Finder) can you see any folders which have the syncing icon on them? If so drag them out of Dropbox to the desktop, let it sync to white box and then replace, that often helps.

bluecrab347

Thank you, Mark, but that seems to make no difference, I still see the cloud icon adjacent to the files in the Dropbox folder on my MacBook after that process. The updated file still fails to appear on the Dropbox web page and on my iPhone. Still unsure how to make Dropbox start.

Nancy

@bluecrab347, can you clarify what you meant above by “downloading a new Dropbox copy”? Were you referring to downloading the latest Dropbox app version?

Also, can you send me a screenshot of how these files appear within your local Dropbox folder?

Finally, to restart the Dropbox app, please click on the Dropbox icon in your menu bar, go to your initials/profile picture > Quit Dropbox. To relaunch the Dropbox app, you’ll need to open your Finder > Applications folder, and double click on it.

bluecrab347

Hi Nancy; yes, I was referring to downloading the latest Dropbox app version. I have now tried quitting the Dropbox app, as you have suggested, and relaunching it, but with no change to my files. They still haven't been uploaded to my iPhone or the Dropbox site. This screenshot was taken after that last action.

Screenshot 2024-01-04 at 7.59.56 am.png

Megan

Hi @bluecrab347, can you also send me a screenshot of the app's exact syncing status, in order for me to have visual please?

bluecrab347

Megan, here it is.

Screenshot 2024-01-04 at 12.08.28 pm.png

Nancy

Thanks for the screenshots! Has your Dropbox app made any progress since then? I can see there are 21 files syncing now (and not 32), so it seems to be syncing.

If you add a really small file to your Dropbox app now, and check the website after a bit, can you see it there?

bluecrab347

I hate to tell you this, Nancy, but those 21 files are the same files that were apparently being sync'd when I first raised this issue; I don't understand why it said 32 files at one stage. It still says 21 files. I've added a 13KB Word file and seen no change and the almost recent 13KB file that I created 3 days ago still hasn't been sync'd. I've seen no progress at all, despite the apps on both my Mac and my iPhone being the latest versions.

Walter

Hey @bluecrab347 - sorry to jump in here, but could you try fixing your hardlinks and permissions and let us know how it goes?

bluecrab347

Walter, that suggestion did not help me. There is no change in the app's performance.

Megan

How long has this been going on @bluecrab347?

Have you tried any of the steps mentioned at this Help Center article?

bluecrab347

Hi Megan, I appreciate your assistance with this problem. Upon checking the dates of the unsync'd files, I can see that syncing hasn't occurred since the end of September, 2023. I was on cruise ships for several weeks after that, so internet was sketchy, but I've been home with very good internet coverage for a month now. I have tried everything listed in that article, all to no avail.

Megan

In this case, can I send you an email, in order for us to have a closer look together @bluecrab347?

bluecrab347

Thank you, Megan, that is kind of you. I’m at [removed per Community Guidelines]

Nancy

Please check your email address, when you can, @bluecrab347, and reply back to my email.

Cheers!