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The Dropbox APP doesn't sync files on Windows 11, and my computer freezes when I sync files.

When I open a file in the Dropbox app on my computer, it always shows that it is syncing, but Dropbox can't sync successfully all the time. And also, every time I sync the files, it freezes my computer. I have tried to install Dropbox on drive D of my computer, uninstall the firewall software, etc., and I have failed. And all my files are Word files, which take up very little memory and have no errors in the way they are named. I also have a steable VPN. Could somebody please help me analyze what causes this problem and what solutions should I take? Thank you very much for your help!

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Megan

Hey @Wendy Don, let's jump right into this!

The first thing we would need to check is the version of the Dropbox app that you have installed on the device. That'll help us exclude any possibility of you using the Beta version.

I would like for you to locate your Dropbox icon, on your task bar, next to your WiFi and hover your mouse there. That should give you the version, and syncing status too.

You also mentioned that you're using a VPN. Have you tried running the app without it?

Let me know more, and we'll take it from there!

Wendy Don

Hey Megan @Megan , thank you in advance!

When I hovered the mouse on the icon, it showed Dropbox 176.4.5108. Is it the version of my Dropbox app? I tried to open a file of 64 KB, but there are always two arrows on my Dropbox icon indicating that it's downloading, and they wouldn't disappear and the file also can't be downloaded until I restart my computer. My location is in mainland China, so I can't use Dropbox without a VPN. Looking forward to your reply. Thanks!

Walter

Hey @Wendy Don, sorry to jump in, but could you clarify the app's status as well? Is it 'up to date' or still syncing?

If you could also send us a screenshot of how this looks on your end, I'd appreciate it.

Wendy Don

Hey @Walter , thanks! Here is my screenshot when I opened two FPD files in my Dropbox. Hope the screenshot can help.

微信图片_20230625112206.png 微信图片_20230625112246.png

Walter

Thanks for the screenshots @Wendy Don

Could you try finding those 2 files, renaming or moving them out of your Dropbox folder and then back in and let me know if syncing gets stuck again?

You should be able to tell which files they are by taking a look at their syncing icons.

Wendy Don

Hey @Walter , thanks for the reply! I tried to rename and move the files, but it didn't work and my Dropbox still got stuck. Sorry to bother you again and again, but what can I do next?

Walter

Could you update the app's version to the most recent one from this page and let me know how it goes @Wendy Don?

Mark R.80

I have the same problems with Dropbox 182.4627. Seems no progress on this bug.

Walter

Hey @Mark R.80 - thanks for letting us know about this.

Can you please send us a screenshot of the app's exact status as shown in your task bar at the moment?

Is the app stuck at the exact same number of files or syncing slowly?

Mark R.80

I had to restart Dropbox. Something is happening, but it is far too slow. One of my folders with a lot of files will not sync. The files from yesterday are there (after taking 3 hours to show up yesterday), but not today's! It is so annoying. Before you ask, the internet is connected, and the speed is > 500 mb/s. I have also deleted Dropbox and restored it.

Mark R.80

The website syncs fine. The app doesn't work on Windows 11.

Megan

Hi @Mark R.80, when you say that "the files from yesterday are there, but not today's" would you mind clarifying more on that?

You mean that the changes you made locally haven't synced to your account online, or something different?

If you could also let us know the app's syncing status as Walter asked, that'd be amazing.

Mark R.80

The changes I made locally on a Mac today are not synced to a Windows 11 machine. The changes are present on my DB web page but not on the app itself.

Jay

Hi @Mark R.80, just to check, do the files have any incompatible characters in the file name, which could prevent them from appearing on the Windows machine entirely?

Mark R.80

The weirdest thing I also noticed yesterday is that as soon as DB synced another new folder, the files in the problem directory updated and synced correctly! I have not seen any forbidden characters in my files. This problem, therefore, must be a software bug.

Jay

Thanks for the info. As you're still experiencing this issue, I'd recommend contacting the support team for them to investigate further.

Mark R.80

That will not help other than what I can do myself. They will probably ask me "if the internet is on" or "what speeds I get" (> 500 mB/s) and if I can re-install Dropbox (which I have done 4 x). As you can see, I can do all that.

Walter

Our support team would have a better visual of your account's specifics and would be able to troubleshoot further at this point @Mark R.80

In any case, please let us know if anything else comes up.

Mark R.80

Ultimately, I returned to Box Cloud—their app and website sync fine. Thanks.