Issue: Dropbox sync silently hung for 24 hours on a single problematic file instead of skipping it or showing an error. This blocked all other files from syncing.
When I contacted support asking to identify the blocking file, the CSR explained what 'sync' means instead of checking sync logs, and wasted 2 hours reinstalling clients etc
Two suggestions:
1) Improve error handling for problematic files so sync doesn't hang silently,
2) Train CSRs to check sync status when customers report stalls.
Actual solution in my case was to hunt folder by folder with selective sync until I replicated the stall. 2 hours with CSR, problem solved in 20 minutes my way.
