Dropbox does NOT WORK with large files on WD MyCloud Mirror

[JmsCrk]

I just got off the phone with WD support and was told that the Dropbox app on My Cloud Mirror simply does NOT WORK with large files!

I’ve been having problems with dropbox uploads getting stuck on files around 3-4GB and when I rang support they went through the case and then came back with this bombshell.

Basically, the support woman said the dropbox app doesn’t upload files over 4GB because of something to do with FAT32 file system - which doesn’t make sense to me because I don’t think the device is FAT32 anyway? I am not incredibly technical so I could be wrong on the tech but the files upload fine through the browser and on every other computer we’ve got here, just not the WD dropbox app.

So basically the dropbox app does NOT work as described and WD are unable or unwilling to fix it.

It’s very frustrating because this was one of my key points to buying this device.

[Peter.g]

Hi JmsCrk ,

Unfortunately, after the update from Dropbox, WD products and software does not work/compatible with it. As, the api of the dropbox is not compatible.

Thanks!

[JmsCrk]

Hi Peter,

Can you please give me more information on this, and when it is expected to
be resolved?

The app works for me for most files, so the API must be compatible at least
somewhat. It just gets stuck in large ones.

Do you have a link where I can learn more about this?

Regards,

James

[Peter.g]

Hello JmsCrk,

I checked your case in our records. It seems that you are facing slow upload issues.

Please take a look:

https://support.wdc.com/knowledgebase/answer.aspx?ID=18626

[JmsCrk]

Thanks for looking into this Peter!

The network connection itself is good. I am using a gigabit network with
cable connection directly to the modem and I can access the drive at very
good speed from my laptop. Speed overall is great, just not Dropbox app
when uploading very large files.

Also, as far as I can tell, the normal size files work fine, it is just the
very large ones that are actually slower than they should be. Again, I can
upload the same large files from the WD to Dropbox website interface
without issues (same network, via my laptop) so it is not the network.

I have been through all the suggestions on your linked page and none of
them are relevant to my situation.

Thank you for looking at this, what is the next step?

James

[Peter.g]

You may reply to the support email with the system logs. Then it will be escalated to the level 3 team so that they can take a look at it.

Western Digital Support | Western Digital

[JmsCrk]

Thanks Peter, system logs attached.

Regards,

James