Child Item

v172.4.7555 stuck syncing (MacOS)

Hi,

Using the latest version of the app (v172.4.7555) on MacOS (Ventura), the icon is continually showing syncing when waking up from sleep. Stopping and restarting the App makes no difference to the behaviour, only a full restart.

I know files have been added and they are on smart-sync because of the cloud icon, but clicking on the icon doesn't download the files.

Find more posts tagged with

Desktop

Sync

Mac

Insightful

Closed - Partially Delivered

Comments

Hannah

Hey @Graeme T.1, thanks for bringing this to our attention.

Can you please give us the current syncing status of the app, as shown when you hover your mouse over the Dropbox icon?

When you say that a full restart fixes the issue, do you mean a restart of your computer or of the Dropbox app?

And if you right-click your files and choose "make available offline", do they sync?

Keep me posted.

Graeme T.1

Hovering over the icon just gives the hover text "Syncing...", with nothing happening.

Clicking to make it available offline brings up an empty circle (as per the usual sync progress), but nothing downloads.

When I said that a restart fixes it, it's not a quit and restart Dropbox that I do, it's a restart of the Mac, which seems to clear some sort of cache (I'm not sure), and it syncs immediately.

Jay

Hi @Graeme T.1, could you try clearing the cache folder on your machine to see if this helps?

Graeme T.1

Hi @Jay , it's the new version of the app which doesn't have a .dropbox.cache folder to clear as it uses the new File Provider API in MacOS.

Jay

Thanks for the info, in order to look into this matter in more detail, I'd recommend contacting the support team directly as they should be able to assist further.

Graeme T.1

Well, I can tell you it's still an issue with v183.4.7058. Now to contact support (AGAIN!)

Mark

@Graeme T.1 wrote:
Well, I can tell you it's still an issue with v183.4.7058. Now to contact support (AGAIN!)

A good tip is to post on the thread from that version release and link to this one. The team do get notifications of messages from posts on those

Graeme T.1

This is the same issue as I have previously raised here: https://www.dropboxforum.com/t5/Create-upload-and-share/v172-4-7555-stuck-syncing-MacOS/td-p/680465

What happens is that I have two directories set as "always offline", but when my MacBook Pro (14", MacOS Ventura 13.5.2) wakes from sleep I see the following icons if new files exist in these folders:

showing me that there are files that have been uploaded to the directory from another machine. Following the folder link, I see the following on the new files:

Screenshot 2023-09-24 at 19.38.19.png

indicating that they should be downloading, but they stay in this state without showing any progress (and they're files of 50-80 MB, so shouldn't take long to download over my ~50Mbps connection).

The only thing that I could do to force the download was a complete reboot of the Mac - restarting Dropbox did not fix anything.

This is running the new MacOS FileProvider / integrated Cloud Service version of the app, not the version with a .dropbox.cache folder I could clear to force the downloads to restart.

Graeme T.1

Note that this is for version v183.4.7058, not v172.4.7555, as the earlier posts might suggest.

Jay

Hi @Graeme T.1, do you have the ticket ID from when you contacted the support team?

Have you tried marking the file as online-only, and then as available offline to see if this helps?

Graeme T.1

Hi,

The ticket ID is 22133368, which was unresolved as a problem, though the ticket was closed for inactivity, and there was a chat which I opened (ID 22211216), which didn't resolve the issue either.

Nancy

@Graeme T.1, I had a look into our system and I can see both of these tickets have been closed due to inactivity.

Do you mind if I log a new one for you, and forward it to our advanced team? They can continue where you previously left off, this way.

Graeme T.1

@Nancy Feel free to do so, as long as it is made clear that it is the latest version (v183.4.7058) of the client that continues to have the issue.

Megan

Hi @Graeme T.1, I just sent you an email, I'll see you there!