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There are no folders in Save to Folder in Signature

I've just added a new member to our company DropBox and given her access to use a template in Signature. When she gets to the Save to Folder page, there are no folders available to her. There are no folders available under Choose default either. Is there another setting that needs to be enabled?

Screen Shot 2023-12-01 at 1.41.29 PM.png

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Megan

Hi @djaffee, welcome to our Community!

Can you clarify if you wish for them to be able to use a specific template on Dropbox Sign, or sign a document?

Provided it's something different, let me know more.

Also, which page do they use on their end, in order to achieve that?

Keep me posted, and we'll take it from there!

djaffee

This user is trying to use an existing template to send to an employee. As an Admin, I have logged in to her DropBox, and she has all the existing folders in our team space, but she sees nothing when indicating where to save the document she is attempting to send. (See screen shot above.)

When you say what page, I'm assuming you mean the Signatures tab?

Hannah

Hey @djaffee, sorry to jump in!

Has your this member of your team tried this through a different browser, to see if they get a different behavior?

djaffee

I will have her test this out Hannah, thanks for the suggestion. When I log in to her account as an Admin, I am using Google Chrome and I am not seeing the folders. But if I am logged in as myself, I do see the folders.

djaffee

@Hannah My user says she is using Firefox, but also tried on Microsoft Edge and same problem.

Nancy

Hope it's OK to jump in, @djaffee.

Just to make sure we’re on the same page; is this happening on www.dropbox.com > Signatures tab, or when logging in to Dropbox Sign instead?

Can you send me a full screenshot of what the user sees on their end, especially when clicking on the “Choose default” link?

We’ll take it from there.

djaffee

Hi Nancy, This is happening from DropBox.com >Signatures tab. I am only sending the half of the screen with the missing Folder locations as the form being used is a company form. The same thing occurs when she clicks Choose Default. There is nothing in the window to choose from.

Screen Shot 2023-12-06 at 3.09.06 PM.png

Nancy

Thanks for the screenshot, @djaffee! Appreciate that.

I’d like to log a ticket at this point, and investigate this internally, if you don’t mind.

djaffee

Sounds good. Thank you for your help!

Nancy

No problem, @djaffee! Please reply back to my email, when you get the chance.

BRoberson2257

I'm having the same exact issue, was support able to provide a resolution for this?

djaffee

A ticket was opened and they are working on it. No resolution yet. I would suggest you open a help ticket so they have more information on the issue from other users.

Feonafe

I am having the same issue. Was this resolved?

Walter

Hey @Feonafe - sorry to hear about this.

Did you try getting in contact with our support team directly perhaps?

frenchfoxdesign

I am also encountering this same issue.

Walter

In that case, I'd recommend getting in touch with our support team as they'll be able to assist further with account specific information @frenchfoxdesign

Let us know of any updates!

frenchfoxdesign

For those in this channel experiencing this issue I chatted with the DropBox support team and their engineers are aware of the issue and are working on a fix.

Big Oppi

What was the solution here? I am encountering the same issue.

Hannah

Hey @frenchfoxdesign, would you mind sharing your ticket number with us, so we can take locate it through our system as well?

frenchfoxdesign

Sure thing Hannah, it's Ticket #24171222

Big Oppi, there currently isn't a solution as the DropBox engineering team is currently looking into the issue.

Hannah

Thanks for that, @frenchfoxdesign!

Hopefully, the team will have an update for us really soon!

BusterHorses

I am having the same issue - it occurs on the my laptop and on my mobile phone - both are using google chrome browswers seems to work on an iphone?

BusterHorses

hey my assitant fixed this - by setting a default folder to save to - seems to work on all browsers now!

frenchfoxdesign

I tried setting a default folder via Chrome and it wouldn't even let me do that!