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My app is stuck syncing content. How can I check exactly which files are syncing?

One of my computers has been syncing two files for days. Yet, all my subdirectories and files have the green icon to show they have synced. Even the hidden files appear O.K.

I have tried the usual steps like: rebooting, turning Dropbox off/on, uninstalling/reinstalling Dropbox, pausing/restarting Dropbox etc.

My question is how do you determine what the two files are that don't seem to sync?

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Daphne

Hey @Darryl B.3, I hope you're well today!

Usually, if the files are still trying to sync, they would appear with the syncing icon :arrows_counterclockwise: . The folder that these files are within will also show the syncing icon through the entire file path.

If none of your top level folders are showing this icon, then I'd suggest trying the steps below to see if that resolves the "Syncing" status for you:

Click the Dropbox icon in your system tray/menu bar.
Click the profile pic/initials icon in the top right of the window.
Choose "Preferences..."
Go to the "Account" tab.
While holding the alt+H keys (for Windows) or Option/Alt key (for Mac), click "Fix Hardlinks".

If this doesn't resolve the issue, please follow the steps again and instead click "Fix permissions".

I hope this helps, let me know how it goes!

Mod note: updated steps and link in post [last update 2023]

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Jim B.45

You have to hold down alt-H, like it says.

w_b

@Jim B.45 wrote:
You have to hold down alt-H, like it says.

When I go to preferences - account and hold down alt-H and left or right click anywhere on the dialog, nothing happens at all.

Megan

Hi @w_b, thanks for posting here!

Can you share some info as to what you'd like to achieve, or what the issue is? Do you face the same issue as the OP mentioned, or something different?

Let me know more, and I'll be happy to share some next troubleshooting steps with you.

w_b

The dropbox icon in the notification area forever says

Indexing "Proto logo_black.ai"...

Other files seem to be properly synchronized.

Megan

Hey @w_b, thanks for the update here.

Can you please quit the Dropbox app, then restart your computer and then relaunch the app from your applications folder, to see if that helps?

Also, can you locate this file online, and try to rename it?

w_b

I've rebooted many times since this started, but I did again after exiting dropbox.

No change.

I don't have permission to rename the file.

I right clicked and chose to make online-only.

Now the dropbox icon says up to date.

I tried to access extra commands on the preferences - account - alt-h click

Nothing changes.

I changed the folder back to offline access.

Even after all icons on the folder change to show their are available, Dropbox icon says syncing Proto logo_black.ai

so problem is not solved, but I can reduce the annoyance

Walter

Hey @w_b, sorry to jump in, but when you say you don't have permission to rename the file, is this because it's a shared file or are you getting any particular errors?

w_b

Other own that folder.
Windows says I need to provide administrative access, but gives no opportunity to enter credentials.
From Dropbox web site, clicking ... on the file has rename, delete, etc grayed out.

Walter

Could you send us some screenshots of how it looks on your end so that we can assist further @w_b?

w_b

Screenshots of what?

Jay

Hi @w_b, the screenshots should be showing the prompt for the administrative access, to understand what you're seeing.

w_b

OK, here are screenshots showing ...

The file that it's getting hung up on:

BTW, if I didn't have an app like Everything by voidtools, how am I supposed to find the file it indicates. If there are multiple files with the same name (in different folders), how am I supposed to identify which file?

Try to rename it in Windows:

then

I am logged in as an administrator accunt - in fact the same account it says I require permission from.

Try on web:

None of Delete, Rename, or Move are possible because I don't have permission.

I am a member of a group with view permission.

Issue that I'd like to solve is the Dropbox icon in the notification area always says indexing this file (syncing this file if click the icon.

And alt-h clicking on the preferences - accounts dialog has no effect.

Walter

Hey @w_b, would it be OK if we reached out via email to have a further look internally at this point?

w_b

OK, Walter, sure. Do you have my email, or how do we take it to email?

Walter

Yeah, no worries @w_b - I've just sent you an email to the email address that's linked to your profile here, on our Community.

Whenever you get the chance, please have a look at your inbox and we'll take it from there.

Thanks!

Charlvh

Hi. I have the same problem and have tried your solution to no avail. 31 files are perpetually synching. All my files and folders have synched and are available online only. Any other fixes?

Walter

Hey @Charlvh - sorry to hear about this.

If this persists after rebooting your computer and/or quitting and relaunching the Dropbox desktop app, could you try fixing your hardlinks and permissions and let us know how it goes?

Charlvh

I have the same problem. Files continuously synching. I'm running V210.4.4854. How do I fix this?

Walter

If you tried my previous suggestions and this persists, could you send us a screenshot of the app's status @Charlvh?

Charlvh

Hi Walter. I've done all of that and it still doesn't work. I fixed the hardlinks and permission, quit and relaunched. I also logged in and out on the web.

Charlvh

Screenshot 2024-10-24 at 08.04.18.png

Walter

I see, thanks for clarifying that for me @Charlvh

At this point, you can try signing out of your account from the app's preferences and back in.

If the issue persists after that, let us know and we'll reach out via email to investigate further.

Charlvh

Thanks so much, this worked perfectly. All good now. Much appreciated.

Walter

No biggie @Charlvh - I'm glad to hear you're back up and running and thanks for keeping me in the loop too.

See you around the Community and take care!

Theresa

Hi @Charlvh, I am glad to see you got all your files fully synced on your Dropbox account thanks to @Walter 's assistance 😎.

I'm super interested to hear how you use Dropbox! If you're up for sharing, I'd love to listen 🤗.

I'm always eager to learn about different workflows, and who knows… we might have some great tips to share with you, or perhaps your Dropbox story will inspire some new ideas for our internal team ✨👨‍💻!

T 🎃 (Dropbox Community Manager)