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Windows Explorer persistent red X syncing error icon next to my Dropbox files.

Hi, we use Windows Explorer to access Dropbox from our laptops. When opening Dropbox in Windows Explorer, I get a persistent red icon like this showing in the Dropbox root folder:

I think this hints to a sync problem. However certain folders can be accessed, but others shows the same issue:

In the status bar, Dropbox seems to be fine:

Also some of my colleagues can see newly uploaded folders and files where I cannot. Again seems to be a sync issue.

I have reinstalled the app. Restarted the laptop numerous times. To no avail.

Can someone possibly help? Thank You.

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Mabone

A BIG HUGE thank you to everybody who replied. I tried most of the options suggested. The problem seems to have rectified itself. Not sure what happened but it seems to be fine now.

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Megan

Hey @Mabone, let's jump right into this!

As a first step, I'd like you to hover your mouse over the little Dropbox icon in your taskbar (the one on the third screenshot you provided) and let me know the app's current syncing status, and version.

Next, if you click on that same icon, and then check your "View sync issues" tab, what do you see there?

Let me know more, and we'll take it from there!

Mabone

Hi Megan!

Thank you. Version: 228.4.5567. As for syncing status - I only see it showing its indexing, uploading and downloading files at the moment. No syncing status shown. Only per the screenshot below:

Any ideas? I am new to this, but have been using it for a while. The issues started a couple of days ago.

Mabone

The file you see here syncing (EE Attendance.docx), has been syncing for over 30 minutes now. And its a couple of KB in size. Our network/internet is fine. The problem seem to be around Dropbox.

Megan

Hey @Mabone, thank you for the info!

If you click on the icon with your initials on the top right, do you see the option to "View Sync issues" by any chance?

It sounds like your desktop app recently got the Dropbox for Windows update. Do you notice the syncing and indexing number of files decreasing as the time goes by?

Mabone

Hey Megan,

I did check the "View Sync Issues" - none displays, hence no issues there.

As far as syncing and indexing - it takes quite a while to sync a small amount of files, but it manage to sync everything overnight.

I guess my main question is - what does that red circle with cross inside mean? I am still seeing it on the root folder as well as certain sub folders. Looks like some of these do not sync at all.

Thank you!

OzricCalder

Looks like a sync issue for sure. Try pausing and resuming sync in Dropbox settings or check for selective sync settings might help.

ADours

Wanted to chime in as we also use Dropbox in our environment. We are noticing extensive issues regarding users going back and forth between indexing and syncing. The number randomly jumps to over 300,000 files, then back down to a few, and then back up again. (this number isn't static across all users, it varies). We've modified the folder selections to only sync certain folders since they are very large. However, a bunch of our users are experiencing the red "x" next to their Dropbox folders inside of file explorer. Any insight would be great.

Hannah

Thanks for the nudge here, @ADours, and sorry to see that people on your team are having this issue.

Generally, a red circle with a white “X” means that a file or folder in someone's Dropbox folder can’t update or sync.

Does pausing and then resuming the sync process help at all?

What if the folder is moved out of the Dropbox folder and then moved back in?

ADours

Pausing and resuming does not rid the x's in file explorer. I have uninstalled Dropbox, reinstalled, selected specific folders, assured the folders are syncing "online" only as well. I haven't moved the folder out of Dropbox since a ton of people use the folder and was afraid it would affect all users. Whenever i check Dropbox for sync status, it says there are no errors at all. Also, whenever I go down the file path attempting to find what file/folder in the parent folder is causing the sync issue, it shows all the files are syncing within the folder that has the red X if that makes sense.

ADours

Also, i ensured the user has enough C drive space: well over 250GB extra while the folders live Online.

Hannah

Thanks for clarifying, @ADours.

I would definitely suggest moving the files out of the Dropbox folder and then back in.

I understand this might be inconvenient, however, you can try it with a couple of test files first, to check if it actually helps.

Move them out of the Dropbox folder and back in and if that doesn't work, try copying them back in and let us know if it works.

Just make sure that the files in question are set to "available offline" before doing anything.

Mabone

A BIG HUGE thank you to everybody who replied. I tried most of the options suggested. The problem seems to have rectified itself. Not sure what happened but it seems to be fine now.

Megan

Hi @Mabone!

Thanks for the heads up. Happy to see that your issue is now resolved!

If you need something else, please let me know and I will be more than happy to help every step of the way.