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Windows app stuck displaying 'Syncing ### files'

Hello Dropbox Support,

One of our clients is having issues with syncing from the website to app. She has 130 files downloading for multiple hours, and appears to have made little to no progress. We have currently tried reinstalling dropbox, running it as administrator, as well as the options hidden by Alt + H on the account page. She is running the most current stable version of dropbox. It appears that this isn’t affecting her ability to sync other files/folders, but is still frustrating.

Thanks

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ShawnS

Hello. After much more digging with our client we were able to identify a handful of folders that contained , and . characters. After we had Dropbox ignore those folders and went in low-level on Windows to delete those files locally, the Dropbox app finally read "Your files are up to date".

In all my troubleshooting I did not see anywhere that Dropbox would identify these as problem filenames or reveal the files in the "Syncing ### files" message. My apologies if I missed it but a listing of the files waiting to be synced would've answered this question for us weeks ago.

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Megan

Hey there, @ShawnS, thanks for joining our Community!

How long has this been going on?

Can you please check the exact sync status and version of the app for me?

If you also click on the Dropbox icon, then on the initials/profile pic and then on "view sync issues", do you see anything listed there?

Let me know what you find and we'll go from there.

ShawnS

Thanks for the quick reply.

It has only been in this state since Monday afternoon, about 24 hours now actually. There isn't anything displayed under sync issues or under the Sync Status tab. It was already update but we uninstalled/reinstalled so it is on version 185.4.6054. It almost looks like the 'Syncing 130 files' message is just stuck on the screen as new items we've added since are syncing up.

Walter

Hi there @ShawnS - sorry to jump in, but could you try the latest version of the app from this page and let us know if the issue persists?

ShawnS

The version you linked to did not work either. Same behavior, we now see an increasing number of items and the Sync Status is still empty, showing no activity or pending items.

Megan

Hi @ShawnS, could you send me a screenshot of the status, please?

Also, if you locate your Dropbox folder, and right click on it, then check Preferences, how many files do you see there?

ShawnS

Not a whole lot that I can show in the sync history window.

Screenshot 2023-10-31 at 2.35.55 PM.png

ShawnS

Forgot the second part. Under Preferences it currently shows 135,608

Megan

Hi @ShawnS, can you try the steps here (when applicable), to see if they help?

ShawnS

We have already been through the troubleshooting steps several times since Monday. It has not made a change to the situation unfortunately.

Megan

Hi @ShawnS, there is a new update out, are you sure the app is running that?

If yes, then can I send you an email in order for us to have a closer look into this?

ShawnS

Yes, we tried the linked version as well. Please reach out via email as soon as possible. Do you need the email here?

Megan

Hi @ShawnS, I just sent you an email, I'll see you there!

ShawnS