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Moving Dropbox folders via Explorer gets stuck and never makes progress, but works on Dropbox web

Greetings,

We have a Dropbox Business account, tons of free space, on an enterprise domain, and my CFO is unable to do simple tasks such as moving (copy/paste) a folder within Dropbox (via Explorer) into another folder inside Dropbox. The folder is about 300 MB and should take seconds on our Fiber/Gigabit LAN, but instead Explorer just queues it up and it takes hours and never makes any progress whatsoever. If he goes on Dropbox webpage and does the exact same source/destination folder move, it works perfectly and instantly. I've uninstalled/reinstalled the latest version of Dropbox to no avail. There are zero sync issues and everything is synced without any errors inside of Dropbox during the time of attempting to move the folder. To add to this, his Executive Assistant is experiencing the exact same issue. I am unsure at the moment if it's a permissions related issue, but if it works on the web version, I'd assume it should work via Explorer, but am only assuming.

To throw a monkey wrench into this, he also has OneDrive installed and IMO, having these 2 programs fighting against each other is problematic and not ideal. For private confidential reasons, our Executives 'must' use Dropbox, while also using OneDrive at the same time.. Not sure if this has anything to do with the root cause of the probem, but figured it's worth mentioning.

Has anyone seen this issue before or have some suggestions to resolve it?

Thanks in advance!

Scott

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Kheldian

To be honest, I'm not 100% certain, but when they were available offline, the file move would not work. Once he made the folder available online, then everything worked as expected. I hope that helps..

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Hannah

Thanks for bringing this to our attention, @Kheldian.

Is it possible to check the current sync status and version of the Dropbox app on those computers?

To check this info, hover over the Dropbox icon in the system tray.

Does the sync status appear as stuck or is it moving very slowly?

Let me know and we'll go from there.

Kheldian

Hey Hannah,

I was able to figure it out. The issue (for now at least) has been resolved. The issue was that with the Smart Sync, some files were available online only, so once we made the folder(s) he needed to move available online, this fixed the issue. Do you happen to know if this is a permanent fix for this issue, or are there other things to be aware of, or any settings that need to be changed to help prevent this issue from happening again?

Thanks for your help!

Scott

Hannah

Hey Scott!

Thanks for the update and I'm glad to see that you were able to figure this out.

Just to clarify, though, do you mean that when some of the files were online-only, they couldn't be moved and once you made them available offline, you could move them?

Kheldian