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Unable to view folders on iPhone, app freezes.

Hello,

I have not been able to use the Dropbox app on my iPhone 14 pro for about a week now. I have contacted customer support daily and haven't received any help at all so I am now attempting the community. I have deleted and downloaded the dropbox app 4 times now. I have cleared the cache on the app as well. I have restarted the phone numerous times. Nothing works as the app freezes anytime I try to go to a folder. Does anyone have any suggestions??

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Rich

@MDS21 wrote:
I have restarted the phone numerous times.

Did you restart the phone in between removing the app and reinstalling it? Remove the app, restart the device, install the app and sign back in.

MDS21

I did that as you suggested and it still is unable to load folders. Any other suggestions?

zacw

Can you explain what you mean by "freezes"?

MDS21

I mean that is says loading for about 15 minutes and then it says unable to load

Walter

Hey @MDS21 - sorry to jump in here and thanks for clarifying that for us.

Since you've already contacted our support team, could you share your ticket ID with us so that we can look it up in our system?

Also, could you clarify your device's exact OS version and the version of the Dropbox mobile app installed there as well?

MDS21

Dropbox App Version 354.4.2

OS version is iOS 16.7.2
Ticket #22862821

Walter

Thanks for the ticket ID @MDS21

I was able to locate it in our system and passed your comments on to the experts who are looking into your case.

They'll be getting back to you soon with updates, but please let us know if you have anything else to add or ask.

MDS21

Hello

Does anyone at dropbox have any possible help for this???

It is going on over 3 weeks without any help from the "experts"

I still am paying for a non functional app that is hurting my business

saima1412

Have you tried checking if there are any pending software updates for your iPhone? Sometimes, updating to the latest version of iOS can help fix app-related issues. If that doesn't work, you can try signing out of your Dropbox account and signing back in again to see if that helps. Another thing you can try is accessing your Dropbox account through a web browser on your iPhone to see if you experience the same issues. Hopefully, one of these suggestions will work for you.

Jay

Hi @MDS21, currently we don't have any updates on this matter.

Have you received the email reply last week from the support agent, and replied to them if need be?