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Scanned PDF Files not uploading

Just in the last week or so (April 9, 2024) my scans to PDF have stopped uploading...they just get stuck with a spinning status indicator.

I am using an iPhone 8, iOS 16.7.7, with the Dropbox app, and have plenty of Dropbox capacity, and have 16GB free out of 64GB available. Taking a photo and saving it works just fine.

This is a very critical part of my day-to-day activities as I rely upon this feature to save documents on the fly. I am dead in the water without it.

Please please help.

I have reinstalled the app to no avail.

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mstomasik

You bet...please open a ticket. I really use the app a lot for scanning

All comments

Megan

Hey there, @mstomasik, welcome to our Community!

Are you having this issue with any scan that you're trying to save as a PDF, or just this particular file?

Besides restarting your mobile app, have you tried clearing its cache and reinstalling it on your device?

Also, it'd be great if you could let me know what version of the Dropbox app you're currently running.

Keep me posted, and we'll take it from there!

mstomasik

Hi Megan,

The problem occurs with all attempts for me to use the "scan" option in Dropbox. It appears to scan correctly but just gets locked up on the save process.

I deleted Dropbox and then reinstalled in from the Apple store. I don't know how to "clear the cache" other than that.

I am using version 372.2 of Dropbox.

Hannah

Hey @mstomasik, to clear the Dropbox cache, open your Dropbox app, tap on "account", then on the gear icon and then on "clear cache".

Let me know how it goes!

mstomasik

I have cleared the cache and it still hangs up on the save routine.

Nancy

Hi from me as well, @mstomasik. Can you send over a screenshot of what you see on your end, when the scan gets stuck?

Also, is "Auto Capture" set to On or Off? You can check the status of Auto Capture by looking at the "Auto" icon at the top when capturing a scan.

mstomasik

Auto is off..but I normally have it on...makes no diff one way or the other

Photo 10-04-2024, 09 56 46.jpg

Nancy

Thanks for your screenshot, @mstomasik! Are you seeing the same thing if you connect to a different network, or even try cellular data?

Also, if you’re up for it, you can update the OS of your device to the latest one, as an extra troubleshooting step.

mstomasik

I tried it on cellular data with the same "hung up" result.

My OS is up to date for the generation of Iphone i.e. v16.7.7

Nancy

Alright, thanks for giving this a go. We can open a ticket for you then, and investigate further.

Let me know if that’s OK, and we can get things started.

mstomasik

You bet...please open a ticket. I really use the app a lot for scanning

Nancy

All set, @mstomasik! Please reply back to my email, and we'll check this further.