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Issue with Dropbox app on iOS 12.2: Files=> “Unable to Load Folder”

I am seeing an error in my Dropbox app for iOS 12.2 on both my two iPads AND on my iPhone whenever I go into the app and click on the Files icon at the bottom...it tries and then immediately returns “Unable to Load Folder”. It’s got nothing to do with whether wireless is turned on because the iPhone has cellular turned on for Dropbox.app and BOTH iPads do not even have cellular but are WiFi only. This is new...it was working before...

I’m running App version 136.2.2.

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Lusil

Sorry to hear that, @JMS202.

Have you by any chance tried to clear the cache as well?

Let me know how it goes!

Fredrick L.1

OK, I started having the same problem a few days ago. I just logged out and back into the Dropbox app on the iPad, no change.

Then I uninstalled and reinstalled and logged back into Dropbox.

Still, the "Files" tab shows "Unable to Load Folder".

Argh.

iPad Pro 12.9" original version, iOS 12.2, Dropbox app version 136.2.2

Wait - while checking the app version, I saw "Clear Cache" and tapped it.

Now "Files" is working again! Woohoo!

(but uninstalling should have fixed this, ahem)

Lusil

That’s great news, @Fredrick L.1. Glad to hear that you were able to resolve your concern in the end.

If you have any questions in the future, don’t hesitate to get back to us. Have a great day ahead!

JMS202

I’m the original poster. I have tried a dozen times to clear the cache, and now have completely uninstalled the app and reinstalled it (for the third time) and it still does not work. I keep seeing the eternal “Unable to Load Folder”. It’s a bug, folks, and repeatable on all my iOS devices, my phone which is cell+WiFi, and both my iPads which are WiFi only.

What I CAN do is manually search for a file, and then I can click on the ... menu and choose “Show in Folder” and then it brings up that directory path, but this is a poor workaround because although I can walk back up that tree, I eventually reach the top “Files” folder, and once I click on that, it’s back to la la land with Unable to Load Folder. IT CANNOT LOAD THE ROOT FOLDER.

Please advise.

Lusil

Hey again @JMS202,

As for the behavior you’re experiencing, I’ve sent you a ticket to the email address associated with your Community profile so as to have a more in-depth look. As such, please check your inbox for my latest message.

Looking forward to hearing back from you!

bocaboy

I’ve got exactly the same problem on both my iPhone XS and iPad. Both are running the latest release of iOS. Please share your findings when you finally get this problem solved.

Thanks so much!

bocaboy

Hmm, just solved this problem by tapping on the thumbnail/list icon in the upper right of the screen. Not sure why that works, but it did for me.

Fredrick L.1

OK, just to be clear, what solved it for me was clearing cache on the Dropbox app.

How?

1) Click on Account on the bottom of the left sidebar

2) Click on the blue gear in the top left corner of the left sidebar

3) The "Settings" popup page will appear.

4) Scroll down and you will see "Clear Cache"

5) Tap that.

Problem solved. At least for me.

bocaboy

Fredrick, thanks for the update. While we apparently had the same symptom, I was able to correct it on both my iPad and iPhone with clicking on the thumbnail/list icon on the upper right. Somehow that fixed the problem on both devices.

I'll hang on to your solution in case it happens again.

scienceuser

same issue and not impressed by this UI either

bocaboy

My problem disappeared on both my iPhone Xs and iPad Pro after an update to the app and iOS 12.4.

Lusil

Thanks for letting us know what worked for you, @bocaboy - awesome work!

As per your concern @scienceuser, could you please confirm if you have the latest version of the mobile app installed?

If you do, could you please try reinstalling it? You can find the relevant steps to doing this here.

Spoiler

Please bear in mind that uninstalling the mobile app won't delete your files, but any offlined/cached files will be removed from the device. As such, check that any changes made to offline files have been synced to your account and, if you'd like to make them available offline again, take note of them before reinstalling.

If you're still having trouble with this, please don't hesitate to get back to me with any additional info/updates. Thanks in advance!

Eugene M.3

Similar problem in iOS 12.4. Only worse as not matter what I try on iPhone 10x plus I can’t create a folder.

Lusil

Hey there @Eugene M.3,

As a first step, could you please confirm if you've tried clearing the mobile app's cache?

If you have and you're still having some trouble with this, could you please clarify the following:

Are you getting this error when you try to access your account from a web browser on your mobile or through the Dropbox mobile app directly?
Are you trying to access/create a folder in a regular/personal folder or a shared folder?

Finally, could you please send me a screenshot (without any personal info) of the error message?

Thanks in advance!