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1.84 GB mp4 sync stuck on "finalizing" during website upload

My iMac keeps freezing because it's having problems uploading and syncing a 1.84 GB mp4 file. I have v175.4.5569 of the desktop app installed. This has been going on for 3 days now. I've checked my plan and I have heaps of space, so that's not the issue.

Today I tried pausing syncing via the desktop app, opening Dropbox in my browser (Safari), and dragging the file over to upload. It uploaded 99% and one hour later the desktop app still shows it as "uploading".

Dropbox in my browser shows the file is "finalizing". In fact, it's stuck there. The message at the top of the upload pane shows, "Uploading 1 of 1 item, 1 second left". It's been like that for an hour. See screenshot...

Screenshot 2023-06-13 at 1.36.50 PM.png

If you can help me troubleshoot this issue I would be much appreciative.

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Comments

Jay

Hi @Zandiver, thanks for bringing this to our attention.

Are you only experiencing this with Safari? Could you try switching browsers to see if this helps?

Otherwise, you can try using incognito/private browsing mode without any extensions running, clearing your cache and even resetting your browser entirely.

Keep me updated with any progress!

Zandiver

I tried with Firefox. Empty cache and no extensions. It uploaded to 1.72 GB then hung, then my iMac started intermittently freezing up and eventually it crashed and restarted. That NEVER happens. After the restart there's no sign of the file or the upload progress in Dropbox browser. I'm beginning to think maybe the file is corrupted?

Jay

The Dropbox site doesn't keep a cache of the file, so you'd need to re-upload the entire file again to the site.

Let me know how it goes when you try it again.

Zandiver

I set the upload going last night before I went to bed. I saw that it was uploading okay, albeit slowly, and went to bed when it was about 1.2 GB uploaded. In the morning it was stuck on "finalizing" again. Upload failed. I have verified that the file is not corrupted by playing the first few minutes of the mp4. Interestingly, it is part 1 of 3 videos and parts 2 and 3 have synced no problem. The original recording was split into 3 parts to send to me, which I then downloaded and saved locally. After that it should have automatically synced to Dropbox, but instead the fun & games started!

Jay

Do you have the Dropbox desktop application installed on your machine? This would allow you to upload the file by moving it into the local Dropbox folder.

Zandiver

Yes, v175.4.5569.

Syncing via the desktop app is where I originally had the hanging problem and why I moved to trying the web uploader method. Neither are working for me.

The file is still in my local Dropbox folder and still won't upload via the desktop app. All other files are updating no problem. Just that one is a problem. It's very weird.

Jay

What is the current status of the Dropbox desktop application when you click the icon in the menu bar?

What syncing icon does the video have in Finder?

Zandiver

Desktop app status: Updating "filename p1.mp4"

Desktop app icon shows uploading in progress.

No syncing icons showing in Finder for any files at all.

Jay

Could you try renaming the file and moving it to a different folder in your Dropbox folder?

If you're not seeing any icons in Finder, could you try these steps?

Zandiver

Okay, I have moved the file to a different folder and renamed it. The desktop app says it is updating, but Finder shows nothing, i.e. no icons.

I updated System Settings > Privacy & Security > Full Disk Access and toggled Dropbox on. But I was a bit too fast and clicked Restart Now instead of Later. When I went to Accessibility there is no Dropbox option 😞

Device date & time is perfect, and everything else checks out okay too.

What next?

Hannah

Hey @Zandiver, sorry to jump in here.

Have you tried quitting the Dropbox application and then restarting it from your Applications folder?

If you haven't already, make sure to restart the computer too.

Zandiver

I tried quitting the desktop app, then restarting my iMac. Dropbox is still "updating" the file. All other files sync okay, it's just that one file that's a problem. I have moved it to a different folder and renamed the file, but still it won't sync. I can play the video on my local system, but for some reason it just won't sync to Dropbox. I'm lost for ideas and hope one of you bright people will come up with a solution, or ways I can troubleshoot it.

Jay

It sounds like there is something specific with this file that is preventing the upload itself.

Could you try first zipping the file, then upload the zip to Dropbox, and then unzip the file on the site?

Zandiver

I think you are right re it being something about the file itself. I tried zipping it and it stalled at 1.2 GB (out of 1.84) and then crashed my iMac. I will try stripping the audio out of the file so I can salvage something, then delete it.

Other than that, I love Dropbox and really appreciate the help I've had from this forum. Thank you.

Jay

Even if a file was invalid in some form, it should still upload to the site or in the app, which is why this is confusing.

However, since even the zip failed, it could be something more fundamental, for instance, if the file was stored on a section of hard drive that is failing and it can't access a sector the file is on.

Keep me updated with any new information you have.