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My desktop app on Mac is stuck syncing files, after performing an advanced reinstall

awal3

A few weeks ago, I suddenly had the issue where I didn't see any right-click context menu options for my synced Dropbox folders. Troubleshooting that eventually led me to do an advanced reinstall on Friday laster week, and since doing that, I do see the right-click menu options, again, but the app is continually stuck in 'Syncing'.

Short of doing another 'advanced reinstall', is there any other obvious action I need to be doing? Would choosing to not use the 'File Provider' help at all, if I did that on a new install?

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awal3

I'll also add that I've had my computer and Dropbox app open for over a day now so it also shouldn't be a matter of 'the app needs more time to sync', I don't have that many files in my synced folder, maybe a couple thousand.

Nancy

Hi @awal3! Thanks for posting on our Community about this.

Let’s start by checking the current number of files in your local Dropbox folder. Can you right-click on it directly, and then go to “Get info”? I’d like a screenshot of the next window you’ll see.

Does the desktop app currently mention how many files there are left to sync? Feel free to also send me a screenshot of your current syncing status, if you wish.

Finally, I’d like to know the app version that your desktop app is running at the moment.

Let me know, once you’re ready.

awal3

270.4.3246

I now see that it's trying to sync about 2 million files, despite having chosen 'Selective Sync' to be limited to just one folder that definitely does NOT have 2 million files in it.

awal3

I've also restarted my Dropbox app and computer multiple times, that doesn't change any of this behavior, it will consistently show this countdown of waiting to sync 2 million files.

awal3

Dropbox folder 'Get info' window -

awal3

There is also a lack of parity in the folders I'm seeing on my Finder vs. what has been toggled off in Selective Sync. All of these folders that I've definitely unchecked and shouldn't be showing are all still showing.
Again, I have re-started my app and computer many times.
To be fair - my initial sync on Friday of my Dropbox did include the full set of folders under my 'Alex Walton' directory. But I've since unchecked them, in the hopes that it can help sync faster. But seems like it won't reflect those changes.
At this point I'd assume another 'advanced reinstall' seems most logical. Because I don't have time to keep troubleshooting this install which apparently won't work, starting from scratch might be required.

Jay

Hi @awal3, thanks for provide these details.

Instead of doing another advanced reinstallation of the Dropbox desktop application, I think at this point it would be best to contact the support team since they have more tools and steps available to troubleshoot this matter for you.

You can submit a ticket to the team via this link while logged into your Dropbox account.