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The Dropbox app (v213.4.4597) stalls when syncing (Linux/Ubuntu 24.04).

Hi,

I've noticed that the current version of Dropbox (v213.4.4597) on my Linux setup (Ubuntu 24.04.1) seems to stall and not appear to sync after a certain time once started.

I have tested my internet connection and there doesn't appear to be an issue with that (I've updated the Wi-Fi connection, using a different dongle, and have tried wired internet, and I am getting c. 250Mbps down and 50Mbps up, and can web browse and download whatever), and I have uninstalled and reinstalled the client (and the daemon) but the behaviour doesn't change.

It seems that, very specifically, it happens when files are being uploaded on that machine to my Dropbox, and files are being downloaded from my Dropbox to my machine simultaneously. Eventually the files are uploaded and things 'unblock', but it can take hours for the situation to resolve.

Is this an issue with this version? Is there anything else I can try to resolve this?

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Nancy

Welcome back to the Community, @Graeme T.1!

Can you send me a screenshot of what you see on your end? I'd like to have a visual of what's happening exactly.

Is it that the desktop app’s syncing status seems to be stuck at a specific file count or are you having other issues?

Let me know.

Graeme T.1

I've been waiting till this situation happened again, with lots of files being uploaded and downloaded simultaneously before providing screenshots.

I have taken three over the last half an hour, fifteen minutes apart (approximately) and this is what happens:

Graeme T.1

I can't seem to add a screenshot (using the paperclip) or a link to a Dropbox folder (to share) containing the screenshots.

Graeme T.1

It's probably best for me to contact support.

Anyway, the following is happening [transcriptions of the screenshots]:

12-Dec-2024, 20:20pm

dropbox status shows:

Syncing 204 files
Uploading 75 files...
Downloading 129 files...

12-Dec-2024 20:35pm

Connecting...
Syncing 204 files
Uploading 75 files...
Downloading 129 files...

12-Dec-2024 20:50pm

Connecting...
Syncing 204 files
Uploading 75 files...
Downloading 129 files...

However, I can connect to the internet, ping various domains, and run Ookla speedtest, which shows [transcription of screenshot]

Download: 159.22 Mbps
Upload: 60.12 Mbps

Even if this is a vast overestimate of speeds, then I still should not see 'Connecting...' in the later screenshots, and at least the file counts changing over that half an hour.

Graeme T.1

According to the files within .dropbox.cache/new_files, the smallest file Dropbox is trying to download is approximately 371MB, and the smallest file it is trying to upload is about 386MB, both of which shouldn't be taking more than half an hour to transfer over a connection of that speed.

Hannah

Hey @Graeme T.1, thanks for the additional info.

Is there some kind of security app that could be interfering with the sync?

If you do reach out to our support team, please send us your ticket number, so we can take a look as well.

Graeme T.1

Hi @Hannah there are no security apps being used that could be interfering with sync so I am stumped.

I have restarted the machine, restarted Dropbox and even rebooted my internet, and neither of these stop the problem from happening.

I have a support ticket open: #24575098 that I raised last night

Nancy

Thanks for the ticket number! I could find it in our system and I’ve now left an internal note on your behalf. Our team should get back to you soon.