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Problem searching for files in dropbox iOS ipad

IesKorp

Since the last update of the app, searching for files (by name) never shows any result.

Dropbox-app version 224.5 (27 feb 2021) on iPad with latest iOS (14.4).

In previous versions it worked fine.

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IesKorp

Tried again today and guess what: it works again. On iPad and iPhone.🤔

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Daphne

Hi there @IesKorp, I hope you're having a good day!

Just to make sure we're on the same page, are you getting no results at all, or perhaps getting an error?

Could you send me a screenshot of what you see when you try performing a search?

Looking forward to your reply!

IesKorp

Hello Daphne,

Thanks for your reply. When searching i get no result, no errormessages

See the screenshots where i search for ‘paksoi’. No matches found. Buts there are several files that contains the word.

Greetings Ies Korp

Daphne

Thanks for those screenshots @IesKorp!

Can you try clearing the app cache and searching again? You can do this by:

Open the Dropbox app.
Tap the "Account" tab.
Tap the gear icon in the top left corner.
Choose the option "Clear cache".

Also, if you haven't done so already, please restart your device to see if there is any difference in the behaviour.

IesKorp

Hello Daphne,

I tried all that. I even deleted the app and installed it again. Still the same problem.

On my iPhone (latest iOS and app-version) i have the same problem,

I noticed that after reinstalling the app on my iPad, the first search did show the right results. A second search resulted in the same problem. Clearing the cache made no difference.

I did the same on my iPhone, buts then the first search did not give any result.

Any clue?

IesKorp

Tried again today and guess what: it works again. On iPad and iPhone.🤔

Daphne

I'm happy to hear that @IesKorp, even if it is a little strange!

If the issue does crop up again, please don't hesitate to give me a shout here. 😀

NikZ

Hi All,

In the past I would write a keyword into the search bar, check (click on) the search was for ‘All Dropbox’ & press search, hey presto, every file or folder containing the keyword would be revealed, as of today only recently added or edited files show up.

This is across all platforms (iPad & iPhone Apps, iPad web version using Safari, Laptop App & also using web through Firefox)!

I emailed support who replied asking for screen shots, I described the simple problem again & now they’ve gone quiet!

As I use this feature often it is extremely unhelpful, so much so that if it doesn’t restore I’m seriously going to have to seek out another cloud based storage facility, & that saddens me because Dropbox WAS great!

Am running the latest update & have also rebooted iPad.

Any help or anyone else experiencing this at the present? Cheers N

NikZ

I’m having EXACTLY this problem from yesterday, I’ve seen a couple of other threads with the same, no solutions are ever properly offered by the Help Team, & the problem either solves itself or in some cases does not...ever!

Sadly the Help team replied to my email then disappeared & have not answered the reply I gave, if you find a concrete solution to this PLEASE post it so we can get on with enjoying our Dropbox use (because I am a very unhappy user this weekend!). Best wishes,N

cduemmen

I'm experiencing the same issue in iPadOS 14.8.

No result at all.

... waiting one night didn't work for me.

Walter

Hey @cduemmen, thanks for joining the discussion here and sorry to hear you're having issues with this.

Could you please let me know the version of our mobile app you're using on your iPad?

If you could also include a screenshot of the issue, I'd appreciate it.

amyonline15

Did you ever get a resolution on this issue? I sent a message to the Dropbox support team, received one reply message, offering all the usual troubleshooting suggestions. I tried all the suggestions, am still having the problem, but the support team member disappeared on me, too! I pay too much for this app to not work!

NikZ

Sorry to hear that amyonline15, it just resolved itself after few days, they tried to help but I had a suspicion it was a general problem at their end (they won’t admit it obviously!). It’s not re-occurred thankfully! Good luck!!!…

Walter

Hey @amyonline15, sorry to hear you're having issues with this.

Since you've already contacted our support team, could you share your ticket's ID so that we can locate it in our system?

amyonline15

Thank you! The ticket # is 17443176. I finally heard back from the rep yesterday (“Johnny”). He said my issue was forwarded to someone who would be able to assist me, but I didn’t hear from anyone. Please help me! If I’m not able to search for my files, this app is useless to me. I’ve enjoyed this app so much, so this problem has me very upset. Thank you in advance!

amyonline15

Thanks for your reply! I really hope they’re able to fix this issue for me.

Megan

Hi @amyonline15, thank you for your ticket number!

I managed to locate it on our system, and it seems that Anton has taken over.

Were you able to see the agent's reply on your end, and follow the steps?

amyonline15

Thank you, Megan. I just received an e-mail from Anton. He’s suggesting the same steps I’ve done multiple times. However, I did them again, and replied to him with a screencast to show him that the search still doesn’t work. I’m really hoping someone can resolve this for me soon.

amyonline15

Megan,

They’ve dropped the ball again. Can you please help me with this issue??

Megan

Hi @amyonline15, happy Friday!

I checked, and it seems you just got a reply back. Did you have a moment to check this?

amyonline15

Yes. I just saw it. But I don’t think he’s understanding my issue. He says that I have to have Dropbox Professional to search for files. I’m really hoping this isn’t true, as I’ve used this plan for YEARS now. I’m literally typing in the NAME of a file or folder, that is CLEARLY there, and it’s not being found.

amyonline15

Dropbox app version: 284.2.2
iOS 15.5

Jay

Hi @amyonline15, we appreciate the update. We'd recommend continuing your communication with the support agent via email, as they are a part of the specialist team which could assist you in more detail than we can provide on the community.

amyonline15

Yes, I understand that. But I’m not getting the help I need! I wish I could speak to him on the phone. This is so frustrating. Surely someone can call me.