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can't download files

I have been experiencing this issue for several days - I can't download my files. I have tried selecting the file from the list of folder contents, then clicking download. I have tried opening the file in Dropbox (double clicking the file) and downloading from there. I have emptied the cache, cleared history, logged out then in, tried a different browser, etc. Nothing works.

Please help.

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Sean_Tidy_Tips

I just shared the link for the file with a personal email address of mine, and download from there successfully. And while I am happy that I have the file, this is an absurd work around.

Hannah

Thanks for bringing this to our attention, @Sean_Tidy_Tips.

Can you give us some more info as to why you can't download them?

Are you getting any error messages?

Any additional details, would be really helpful.

Thanks.

Sean_Tidy_Tips

Hi Hannah. There are no error messages, no failed downloads – I click download and literally nothing happens.

Hannah

And you're seeing this behavior on multiple browsers, you said? That's pretty odd.

How large are the files you're trying to download?

Does it happen with all the files in your account?

Sean_Tidy_Tips

I have tried on Safari and Chrome. The file size seems to have no impact - I've tried with multiple file sizes and it doesn't seem to matter. The location in Dropbox seems to also not be a factor. But then randomly the download function will work again with a file. I swear I'm not making this up, lol

Hannah

Hmm, do you have any security apps that might blocking access to these Dropbox domains?

For example an antivirus, VPN, firewall, etc.? If so, try to temporarily disable them or whitelist the domains, to see if that helps.

Sean_Tidy_Tips

I don't have any of these things. The problem is still persisting today.

Hannah

Thanks for checking, Sean.

Now, this might sound trivial, but have you restarted your computer at all since this happened?

Sean_Tidy_Tips

That's normally a good around first-step solution, but I just did a restart and still no luck!

Hannah

Thanks for trying anyway, Sean!

One last thing; is it possible to connect the device to a different network/WiFi/mobile data to see if the issue still persists?

Sean_Tidy_Tips

I just tried again via mobile data hotspot. No change in behavior - click the download button, nothing happens. Just for fun I tried logging out and back in again, no effect.

Sean_Tidy_Tips

And btw, I have no problem uploading files.

Hannah

Thanks for the update, Sean.

Would you mind sending us a screenshot of the page you're trying to download your files from?

And just to confirm, have you also tried to do this through an incognito/private browsing window?

Sean_Tidy_Tips

Tried a private Safari window - no luck.

Here is a screenshot of one page that I have tried downloading from:

Screen Shot 2023-12-04 at 9.24.31 AM.png

Nancy

Thanks for the screenshot, @Sean_Tidy_Tips, and sorry for jumping in.

Can you share with me the version of your Safari browser, as well as the OS version of your device? If you check your web browser for any pending updates, do you see any to be installed?

Finally, can you please disable any possible plugins as a last resort, and let me know if any of that makes a difference?

Sean_Tidy_Tips

Screen Shot 2023-12-05 at 12.34.17 PM.png

Sean_Tidy_Tips

I can confirm that I have no extensions installed

Nancy

Alright, @Sean_Tidy_Tips. Can we log a ticket for you in this case, and investigate internally? I believe it’ll be better, as our support team will be able to check your Dropbox account this way.

Let me know.

Sean_Tidy_Tips

Yes please. What do I need to do?

Nancy

You’re all set, @Sean_Tidy_Tips! Please reply back to my email, and we’ll take it from there.

DJHoughton

What was the solution to this question? My whole team is having the same issue.

Megan

Hi @DJHoughton, let's jump right into this!

Can you clarify which platform you're using when trying to download your files?

Do you use the website, in order to do that? If so, have you tried a different browser by any chance?

Do you get any specific errors?

Let me know more, and we'll take it from there!

Sean_Tidy_Tips

The issue just randomly resolved itself a few days ago. I feel pretty unsatisfied – a couple of months back the same thing happened: can't download for a few days, and then I can again. Go figure.