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Syncing is stuck on my Windows 10 computer. Can you help?

I am running dropbox in Win10. I started having issues the last couple days with syncing. The icon would show syncing but the sync was not resolving.

I needed to make some space anyway so I moved about 2 GB of files to trash on the web interface and also deleted them from my local Win10 drive (in retrospect I should have maybe done only one or the other).

I figured I needed to reinitialize my Win10 machine since everything was on the cloud. So I

1) made a copy of my local Dropbox folder

2) Broke the link from my web interface

3) Uninstalled Dropbox

4) Deleted the AppData/Local/Dropbox folder after making a backup copy of that

5) Downloaded new version of Dropbox and installed, trying to skip backup of documents, desktop (and more).

6) Dropbox has been running now for hours and no online files are displaying and the one file that I transferred to my local folder is also not uploading. Dropbox reports 'Syncing' but there is almost no Dropbox network activity in the windows task manager (0.1 Mbps every minute or so).

7) When I try to access settings to check my settings to make sure it is not trying to sync my documents, desktop, etc., I can't access those settings. I don't see the 'import' tab mentioned elsewhere in the forums. I have a 'backup' button, and the dialog reports 'This PC: Automatically back up your Desktop, Documents, and more' but there is no checkbox to turn it off. But I don't see changes online or where to find if it trying to backup these items. But it has been running a long time and I don't see any progress.

I appreciate suggestions to reinitialize my local computer! I am baffled that the reinstall did not fix it and breaking and restoring the link. I have been nervous to make changes on my other two devices.

Additonal info: after looking at https://help.dropbox.com/installs-integrations/sync-uploads/files-update-issues, I find nothing in my Symantec quarantine. My hard drive has about 250GB free. The subfolders under .dropbox.cache are empty.

I am on a managed computer, so I am unable to turn off the firewall, but Dropbox is enabled through the firewall when I look at the entries.

I turned off my Symantec Endpoint protection, but that did not help.

When I sign out and relink, selecting Advanced, and then Selective sync. Dropbox cannot get a list of folders and after a short delay reports 'Unable to connect'.

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BurtBumsnatch

Try using IISCrypto.exe and checking "best practices" then apply and reboot. Worked for me

All comments

Daphne

Hey there @Carl_in_MI, thanks for reaching out to us here!

Since it sounds like the computer backup is still enabled on your computer, can you please try following the steps outlined towards the bottom of this article. You would indeed need to be looking at your backups tab.

From there, does the option show "manage backup" as mentioned in the steps from the article linked above, or "set up"?

Once you disable the backup, or if the option is showing "set up" instead, then can you try moving the content of the backup folder in Dropbox back to their original locations?

Let me know how it goes and we can take it from there!

Carl_in_MI

Thanks for the response. I don't have an option to manage because it has never really started to backup. I can't seem to 'back out' of this selection and I am not sure what is set. Below is my screen shot.

backup 2020-07-14 144504.jpg

When I try to unlink the computer, the dropbox sign in reappears, and when I select 'Advanced' and try 'Selective Sync' I get this:

dropbox sync.jpg

So I have to go back to the default selection. Then the window opens to backup everything. I clear the boxes and select 'Skip'.

dropbox backup 2020-07-14 145618.jpg

Nothing shows up in my sync queue. The Syncing icon just spins and spins.....:

dropbox queue 2020-07-14 145918.jpg

Daphne

Thanks for getting back to me here @Carl_in_MI!

That's some rather strange things that you're seeing there. You should indeed be seeing a button like option under the "This PC" section in your Backups tab.

However, since you unlinked and relinked your account without enabling the backup during the setup (from your 2nd screenshot) then it should now be disabled. Just to clarify, in your Dropbox folder is there a folder called "My PC (xyz)"?

There could be a few reasons that the syncing is stuck uploading the file you added locally to your account, which may be due to a connection issue from what you see from the selective sync settings. However, let's see what we can find.

Firstly, which version of the desktop app do you have installed on your computer? Also, when you click the Dropbox icon in your system tray, can you click the gear icon in the top right of the window and choose "View sync issues" and let me know what you see there?

Keep me posted!

Carl_in_MI

Thanks! I have version 101.4.434.

I do not have a PC folder.

dropbox folder view 2020-07-14 181627.jpg

I also do not have any sync issues reported - it is not syncing even though I can log in.

dropbox sync issues 2020-07-14 181805.jpg

Daphne

Okay so it doesn't look like the computer backup is enabled at all on your computer @Carl_in_MI, which is great as we can rule that out now.

Can you try the following to fix any incorrect permissions that could be causing the stuck syncing?

Click the Dropbox icon in your system tray.
Click the profile pic/initials icon in the top right of the window.
Choose "Preferences..."
Go to the "Account" tab.
While holding the "Alt+H" keys, click "Fix permissions".

If this doesn't resolve the issue, please follow the steps again and instead click "Fix Hardlinks". The app might need to sync for a while after doing this, so please just keep an eye out for any progress.

Let me know if that does the trick!

Carl_in_MI

Thanks for your contining help. I reset permissions and I also reset hard links and for both the dialog box reported that they were fixed, but the situation has not changed. My computer ran all day yesterday. I have another computer on the same network connection that is syncing OK so it is a configuration issue on this particular computer.

You mention above clicking my initials, but they are not appearing, only the setting gear icon. Here is the firewall on my private (active) network

dropbox firewall 2020-07-18 075200.jpg

I do not see settings for particular ports.

When I go to Sync on my preferences panel, I still get 'unable to connect' for selective sync.

dropbox connetct 2020-07-18 081519.jpg

Lusil

Hey @Carl_in_MI, I just wanted to jump in and ask if you've tried reinstalling the desktop app with admin permissions?

Could you also temporarily close any third party apps, like antivirus and security software, that could be hindering the syncing process?

Let us know how it goes, thanks!

Carl_in_MI

HI Lusil,

Yes, this is the first thing that I tried before contacting support. Since reinstalling, I have tried disabling them again to now avail. Dropbox recognizes my login because I get my username, but my initials do not show up on the dropbox banner and it is not connecting all the way through.

Over the weekend, I disabled as much of my Endpoint Security as I could and made sure that Dropbox was not blocked by my firewall (as much as I can tell) since this is an administered computer.

What are the correct permissions for the Program Files(x86)\Dropbox? My computer has those a write-protected and modify-protected for all applications packages and all restricted application packages and from my user account.

Daphne

Thanks for the info @Carl_in_MI!

Would you mind just double checking if any of the Dropbox domains are specifically blacklisted at all, if you haven't already? It may be that just one of them is being blacklisted and causing the connection issue.

Also, there are specific ports that Dropbox will need access too, which you can find out more about here.

If you've installed the app with admin permissions then you should be set, usually this issue is caused by something blocking the connection to Dropbox.

Hope this helps!

Carl_in_MI

Yes, I am suspecting a firewall issue. I am on my home Comcast connection. My firewall setting should be letting Dropbox through in principle.

All ports are permitted for Dropbox.exe and DroboxUpdate.exe inbound connections.

I do see that a mulitcast IP is being blocked when I view the Windows Defender log for dropped packets. I plan to go to a different location with this computer to see if that is the issue. I do have a different computer (same operating system, also Win10) on the same network however that has had no issues with Dropbox and it is continuing to sync.

There are no outbound rule relating to Dropbox specifically.

Ogo

Greetings! Have same problem: syncing is stuck on my laptop, another devices works fine

Ogo

anyone can help???

Nalin307

Hi,

Dropbox was working fines for many years on my laptop.

Few days back it stopped synchronizing but Dropbox continuously ran.

Recent tab showed that it got stuck at one particular file. I have been updating this file continuously and it got synchronized well up to this particular incident.

I tried many things by stopping and starting Dropbox, restarting computer etc. but nothing helped.

Then I unlinked the Dropbox folder and when Dropbox asked for the folder I gave same old folder. Still no luck for more than a day.

After this issue came up, every time “Selective Sync” popup showed the Dropbox folder. But it could not display the inside folder list and after some time it always said “Unable to connect”.

Also I tried moving Dropbox folder when trying to fix this issue. Then the “Moving Folder” popup came up and got stuck. I had to close Dropbox using Task manager.

Then I reinstalled Dropbox and pointed to the same old folder again. No luck.

Then I stopped Dropbox, renamed the folder. When restarted Dropbox and when it asked for the folder location, pointed to a fresh location expecting Dropbox to download everything again from dropbox.com folder to this new folder. Still Dropbox says Syncing.. but nothing happens; the local folder is still empty.

I have not changed any Windows setting or not installed any new software during this period.
After installing Dropbox I have enabled the “Modify” and “Write” Windows folder permission for [my laptop]/users for Dropbox folder.

An advice on this is highly appreciated.

Regards,

Nalin.

MarcosHG

I have the same problem since several months ago, and I got any help for now. Seems like Dropbox team only help users with payment accounts...

Carl_in_MI

I moved to my office so that I am now on a Domain network. My machine is still not synching.

Looking elsewhere in forums I see the information about clearing cache located here:

https://help.dropbox.com/installs-integrations/desktop/cache-folder

When I enter the path in file explorer

%HOMEPATH%\Dropbox\.dropbox.cache

I get

Windows cannot access \\Dropbox\.dropbox.cache

When I echo the variable %HOMEPATH% from a command line, the system returns "\".
Should not the enviroment variable value be "C:\Users\<username>"?

As a side note, my .dropbox.cache folder has four files dated when I tried to log into dropbox: icons, new_files, old_files, tmp_dirs. All folders are empty.

When I try to add this environment variable to my account, it shows up but does not work for me. When I try to echo I still just get "\" instead of "C:\Users\<username>". I will get help from the system admin.

Can you tell me what environment variables that Dropbox needs? I think perhaps they are not being set properly, especially if the %HOMEPATH% is an expected variable.

Nalin307

I have reinstalled Dropbox with pointing Dropbox folder to E drive (earlier it was in D drive). Still no luck.

Nalin.

Casper777

I assume you both use the latest Dropbox version?

If so, I would try this: https://help.dropbox.com/installs-integrations/desktop/advanced-reinstall but PLEASE make sure that you do have a copy of your local files on an external drive for "in case". Better be safe than sorry.

Regards

Casper

Nalin307

Hi Casper,

I did all as instructed.

There ware no hidden Dropbox folders for

%LOCALAPPDATA%
%APPDATA%
%PROGRAMFILES%
%PROGRAMFILES(x86)%

Untitled a1.png Untitled a2.png Untitled a3.png Untitled a4.png

Dropbox installed using downloaded "Dropbox 102.4.431 Offline Installer.exe".

Set the Dropbox folder to "D:\Dropbox".

Added a file for checking whether it is detecting local changes. Doesn't seem to be so. Not downloading too.

Dropbox still says "Syncing..."

Untitled a5.png

Thank you for looking into this.

Could there be any other possible causes?

Appriciate your help.

Nalin.

MarcosHG

Hello Casper;

Thanks for your reply. In my case, I already had performed an advanced reinstall, deleting all the residual Dropbox folders and files. Even I performed a Windows registry cleaning after uninstalling Dropbox.

But after a clean reinstallation, the program continues syncing permanently, but it doesn't sync anything.

I hope there will be any solution.

Kind regards

Carl_in_MI

I did get my %HOMEPATH% set, but that does not help me.

I followed the instructions for an advanced reinstall at:

https://help.dropbox.com/installs-integrations/desktop/advanced-reinstall

The install process says NOT to right click and run the install as admin. But I need to run on a user account, not and admin account, so I ran without running as admin, but I had to enter and admin username and password to complete the install. Please advise if I need to reinstall as admin.

I am unable to set selective sync. The behavior is as before, no improvement.

Daphne

Hey there everyone!

I just moved over another post in the Community where it seems you're having the same issue with perpetual "syncing" and the "Unable to connect" error within the selective sync window.

This issue is most likely caused by Dropbox being blocked by an antivirus software of firewall.

If you haven't already, can you try temporarily disabling these programs on your computer to see if that helps? Also, please check that the Dropbox domains are whitelisted and not blacklisted.

If there's no change there, please also check your proxy settings and this article regarding firewalls.

@Carl_in_MI, since we've tried most of this already, would you be able to temporarily uninstall the antivirus software? Sometimes, if it's still somehow blocking Dropbox then disabling it might not be enough.

Keep me posted!

Carl_in_MI

I am unable to turn off my firewall. I can see the UDP port 138 is blocked by administrators and it looks like some aspect of dropbox may be trying to use this port?

Stephen P

I am seeing exactly the same issue under Windows 10 build 2004 - Dropbox stuck in sync, but it is not actually synchronising. It shows no errors. However, a look at the Event Log shows it flooded with:

A fatal error occurred while creating a TLS client credential. The internal error state is 10011.

and

A fatal error occurred while creating a TLS client credential. The internal error state is 10013.This occurs over 700 times an hour! Both are Schannel 36871 events.

Exiting Dropbox and killing the Dropbox service and Dropbox Updater stopped the messages. I've tried the various solutions suggested to fix the problem, but to no avail. Can anyone in Dropbox shed any light on it? Meanwhile, I shall uninstall Dropbox from the computer. Fortunately, I'm not very dependent on Dropbox.

Carl_in_MI

Stephen P - thanks for that information. That make more sense as the dominant problem for me also. I verified that I see the same error on my machine. Looking at my firewall logs, there are no blocked packets during this time when I started dropbox.exe and this series of error messages appear. My blocked firewall packets may be unrelated to dropbox and the TLS error may be the problem.

This makes more sense becuase I can see that dropbox has identified me and I can see my username and quota in my preferences, but when I try to set up a selective sync I get an error that it can't connnect, which makes sense with the TLS error.

On my machine, the Schannel event started when I started the dropbox client and ended when I exited. I did not need to kill the dropbox service or DropboxUpdate for the Schannel errors to stop.

My errors started on 7/10/20 if that is any help. About 2/3 of my event log of 225K events is this error that stops when I exit Dropbox.

BurtBumsnatch

Try using IISCrypto.exe and checking "best practices" then apply and reboot. Worked for me

John98683

I had the same issue on multiple machines and eventually the only way to fix was using these ciphers in following order.

Use the following Ciphers and it will work:

TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384,TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256,TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384,TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256,TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA,TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA,TLS_ECDHE_ECDSA_WITH_AES_256_GCM_SHA384,TLS_ECDHE_ECDSA_WITH_AES_128_GCM_SHA256,TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA384,TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA256,TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA,TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA,TLS_RSA_WITH_AES_256_GCM_SHA384,TLS_RSA_WITH_AES_128_GCM_SHA256,TLS_RSA_WITH_AES_256_CBC_SHA256,TLS_RSA_WITH_AES_128_CBC_SHA256,TLS_RSA_WITH_AES_256_CBC_SHA,TLS_RSA_WITH_AES_128_CBC_SHA

Stephen P

Thanks, IISCrypto did the trick!

Carl_in_MI

Yes, IISCrypto was what I needed also. After running with best practices and rebooting, Dropbox is now syncing.

jtl71

What the hell is IISCrypto and where do I find it?

I have the same issue that everyone else in this thread has and have tried all the things mentioned. Only other piece of information I can add is that as well as just endlessly being on "syncing", Dropbox doesn't even recognise when I disconnect my PC from the internet. It still thinks its syncing when I'm not even online.

Carl_in_MI

https://www.nartac.com/Products/IISCrypto/