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My app on Windows has been stuck on 'indexing' for 2 days.

I have a fresh install of Windows 11 onto which I've installed Dropbox. It's a fresh install on this machine so there are on local files. It's been stuck on 'indexing' for 2 days. I've tried restarting the machine, I've tried uninstalling, deleting all the registry keys and files I can find and re-installing and it's still stuck.

I am doing a selective sync (of only one folder), I've tried turning that off, ie selecting no files to sync, and that still doesn't work.

The message on the status bar is literally 'Indexing...' with no file count, nothing in the sync history window, nothing in the activity window.

I have no notifications

It looks like the version is 200.4.7134

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Mark

Hi @kevinjones

Sounds like the database is corrupt. Can you try an advanced reinstall?

kevinjones

I read that page (for the advanced install) which I think says to delete all the keys in the registry and and the files in %LOCALAPPDATA% etc. which, as I said in the original post, I had done. The 'corrupt' database, where would that be stored on the file system?

Mark

Within that folder (LocalAppData)

kevinjones

I've just gone through the process again, uninstalled, deleted everything I could find (including the Dropbox data in AppData/Local/Dropbox and reinstalled. It's still stuck indexing (and there's nothing to index is there?)

Megan

Hey there, @kevinjones, let's jump right into this!

Have you tried fixing your hardlinks and permissions as outlined here? And if so, does syncing get stuck as before?

Can you click on your avatar in the app's preferences and then on the 'View sync issues' option? Are there any files listed there?

Let me know what you find!

kevinjones

Thanks for the reply,

There are no sync issues.

I've just fixed both hard link and permission issues and it's still indexing

Megan

Hi @kevinjones, thanks for giving it a go!

May I ask if you have any security programs like antivirus or firewall running on your computer?

If so, can you temporarily disable them to see if things improve at all?

kevinjones

I've turned off the anti-virus and the firewall (a while ago)

Megan

Would you mind sending me a screenshot of the indexing status, in order for me to also have a visual of this @kevinjones?

Also, have you tried uninstalling the app, and installing through here, using or offline installer?

kevinjones

This is the image. I'll try the offline installer now and see what happens

kevinjones

I've tried the offline installer and it's exactly the same,

Kevin

Nancy

Hi from me as well, Kevin. You mentioned in the beginning that you’re using selective sync for a single folder; can you let me know the approximate number of files that are syncing in your Dropbox folder?

You can double check this by right clicking on it and going to your Properties. In general, the Dropbox app may face performance issues if it tries to sync more than 300k files, so I’d like to make sure that’s not the case here.

kevinjones

The root folder has about 30 files in it (that's always synced I believe) and the folder I was trying to sync had a single file in it. In fact at the moment I'm not trying to sync any folders (apart from the root) and it's still showing 'Indexing...'

The app is definitely doing something as Task Manager shows it running at between 4% and 6%

Nancy

Thanks for clarifying that! I had a look into our system in the meantime and I can see you’re also in touch with our support team.

I’ve left them an internal note for you, so they’ll check this further and reply back as soon as possible.