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Dropbox desktop app is stuck at indexing my files on Windows 11

Hi,

My user able to log in to both personal and business Dropbox accounts on PC. However, only personal account has successfully completed indexing and syncing. Business account has been stuck in the indexing phase for two weeks, and no files have appeared—only the Dropbox cache folder is visible (need to unhide first). Internet connection and ISP are working fine.

The business account has less than 300,000 files, and we use selective sync for 100GB of storage. We've already tried performing an advanced uninstall of Dropbox, delete cache and then reinstalling it. We even tried doing it in different PC. but the problem still persists. Have anyone encountered any similar issues before?

Please advise on how to resolve this.

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Comments

Walter

Hey @Rayyan182 - sorry to hear you're having issues with this.

Since you first noticed this, have you tried rebooting your computer and internet router at all? What about quitting and restarting the Dropbox app?

If you did and this persists, could you please clarify your computer's OS version and send me a screenshot of the exact status and version of the Dropbox desktop app as shown in your taskbar?

Also, have you tried connecting your business account first with only a small number of files to see how it goes?

Let me know more information and we'll take it from there.

Rayyan182

Hi,

Yes, we have tried rebooting pc and internet as well as quitting and restarting the Dropbox app. The problem still persists. OS info:

Dropbox Version:

V226.4.5094

Walter

What about the exact status @Rayyan182? Is it stuck at indexing a specific number of files for a while now, for example, or is the number fluctuating?

Rayyan182

Yes stuck at indexing... And not showing any specific number of files or percentage for Dropbox Business account. However, for the Dropbox personal, it able to finish indexing and fully synced.

Nancy

Hey @Rayyan182, hope it’s alright to jump in.

There has been a newer stable app version released in the meantime; can you please update your Dropbox app and let me know if there’s any difference after that?

Jay

Hi @Rayyan182, just checking to see if you saw our last reply.
If you still need any help, feel free to reach out to us again.
If your issue has been solved, let us know what worked for you!