Sync has stopped working

That's good news, this means that the Dropbox account on the site and the account on the computer are linked to each other. This also means you have a second Dropbox account under the other email address which is visible on the Dropbox mobile app.

Since your PC files are the ones you want on the phone, try signing out of the mobile app from the settings, and then sign into the same email you used on the desktop app. Now the correct files will appear there.

All comments

Jay,

Screenshot as requested...

Jeff Screenshot 2022-12-15 143544.png

Are there any other devices connected further down the screen, such as a computer name?

Jay,

Here is the bottom of the screen.

Jeff

Screenshot 2022-12-15 152336.png

Thanks, it seems you only have two mobile devices connected to your Dropbox account, meaning your computer and the desktop app is not connected to Dropbox, hence why it isn't syncing.

Could you try opening the Dropbox desktop application and see if there is any email listed there in the preferences, or if there is an error of some sort?

Jay,

I only have one phone, so I don't know why two are connected. Could one be my previous phone?

I don't have Dropbox on my taskbar - I access it using File Explorer, along with my Documents and Pictures. It is not among 'hidden icons', either.

Jeff

Most likely then it could be an older phone, since it hasn't been connected for 2 weeks.

Regarding Explorer, even though there is a Dropbox folder there, it doesn't mean that it is syncing to any account, it could just be a folder that isn't 'live'.

If you haven't run the Dropbox desktop application recently, then this is why your files aren't syncing, since according to the site, there is no computer device linked to this account.

Have you tried running the app and signing into your account, or reinstalling it for the Dropbox folder to start syncing again? If it does show as syncing in the system tray near the clock, let me know.

Jay,

I followed your link, and I now have the Dropbox icon on my taskbar for the first time. When installing it, it said that I already have an account and stated my previous email address, which I changed earlier this year. However, when I go into the app, it has my current email address registered.

No change to the files on the phone yet. What else do I need to do?

Jeff

P.S. Syncing was working on my previous phone after I changed my email address.

Could you check to ensure that the email on the Dropbox account was changed, by attempting to login to the old email on the Dropbox site?

You can test this by using an incognito/private browsing window to login to the site:

Jay,

I followed the instructions in the link, went into Dropbox.com and tried to log in with the old email address, but I couldn't remember the old password, so I requested a new password link (see screenshot below), an email arrived at the old address, I changed the password and logged in. The files shown were the same versions that I would see using File Explorer.

Jeff

Screenshot 2022-12-15 170937.png

Jay,

That seems to have worked! My heartfelt thanks to you and your colleagues for all the help that you have provided. Geniuses!

Jeff

No worries, glad to have helped out! If you need any further assistance in the future, please let me know.

Enjoy the remainder of your week!

ecthompson

Dropbox has stopped syncing. I have been using Dropbox for years.

I have downloaded the Dropbox install and installed everything again. Dropbox will sync for awhile, then stop again. This has been going on for a couple of weeks.

I'm not using the Dropbox Lite version. At least, I don't think that I am. I have version 178.4811.

I seem to have plenty of space. I have used 41%.

I'm using windows 11 OS.

Thanks,

Hey @ecthompson, thanks for letting us know.

Can you please hover over the Dropbox icon in your system tray and let us know the sync status of the app?

Also, make sure to check out these steps, to see if they help.

ecthompson

Status - Up to date.

Of course, I have just re-installed Dropbox yesterday. Everything will work fine for a couple of days then something happens and dropbox is gone from the system tray.

Thanks,

Thanks for the additional info on this.

Have you tried uninstalling the Dropbox app, restarting the PC and then reinstalling, to see if that helps in a more permanent way?

If that doesn't help, I would suggest a more advanced reinstall of the desktop app as well.

Vishwas Gagrani

Not able to use dropbox app since many days. Installed and reinstalled so many times. It just keeps showing "indexing...." or "sync... x number of files". Tried installing it on another computer and there too it has stuck on particular number of files. Have been in conversation with support since many days. But no outcome. I reduced number of files to 25 MB ( 8 files ) total in Selective Sync. But it neither uploads any new file, nor allows to download any older file. Trying to get a link, or trying to go to dropbox URL shows "there was an error trying to access the file" .
It's 300 GB of files, so I can't even think of downloading them separately.

Sorry to hear about this, @Vishwas Gagrani.

Can you please give us the ticket number for your communication with our support team, so we can look into it?

When did you start noticing this issue? Was there some kind of update on Dropbox or your computer before this happened?

ecthompson

deleted dropbox. reloaded dropbox. has been working every since. Thanks.

Vishwas Gagrani

Current ticket number #22560518

I first noticed it around 12 June 2023

I noticed my files were not sync since 19 May 2023.
I complained at ticket number #22178945.

It kind of sorted out but left me with a lot of huge duplicate folders.

It happened again in between in July. But after 5-7 days it got sorted out automatically. ( #22455868)

And after then it happened again , after I renamed a folder ( That's what I think causes problem - renaming a big folder seems to be messing up all the existing links ). #22560518. And since then I think almost 1 month has passed.

Megan

Hey @Vishwas Gagrani, I can see that your #22560518 ticket number has been escalated, and you're working with an Advanced agent towards finding a solution.

I have informed them about this, and share any info with them from our communication in order to expedite the situation, and the priority is already high on your ticket.

jeff47

I have never submitted this problem. I had a problem with syncing between my PC and my phone, but that was resolved months ago!