Child Item

My DB folder seems offline and it doesn't sync new shared files

Hi all,

My DB folder seems offline since yesterday. I can paste files in it, but there is no uploading icon. It is a shared folder (business account) and my colleagues have the same problem. We can't see any modifications and can't share the files. Everything was working regularily till yesterday afteroon, wifi is good and has no problem. Any suggestion?

Find more posts tagged with

Desktop

Sync

Dropbox Business

Folders

Insightful

Developer

Closed - Partially Delivered

Comments

Nancy

Hi @Officina MAD, thanks for posting on our forum today!

Just to clarify, are your colleagues unable to see syncing icons next to their files, as well?

Have you all checked your system tray/menu bar to make sure there’s the small Dropbox icon showing there?

If there is, what’s its app version and syncing status?

Let me know, and we'll go from there.

Officina MAD

Hi Nancy, thanks for your reply. Here's mine, in red

@Nancy wrote:
Hi @Officina MAD, thanks for posting on our forum today!

Just to clarify, are your colleagues unable to see syncing icons next to their files, as well? exactly, my colleagues can't see the syncing icons as well.

Have you all checked your system tray/menu bar to make sure there’s the small Dropbox icon showing there? I don't see any icon there, my colleague does see it but she reactivated it manually

If there is, what’s its app version and syncing status? she can't see any app version nor any syncing status, but it says there is not any syncing problem (nevertheless, most recent files have yesterday date even though she modified several files today)

Let me know, and we'll go from there.

are your colleagues unable to see syncing icons next to their files, as well?

Nancy

Thanks for the info! What’s the OS version of the device you’re using?

Regarding your colleague, can you please tell her to hover over the Dropbox icon? The app version should normally be showing there.

I’d also like her to click on it after that, and let me know the syncing status showing at the bottom of the pop-up window that will appear.

Finally, did she modify the files you mention directly from her desktop app or Dropbox online?

Officina MAD

Dear Nancy,

In the meantime my colleague solved the problem. As she could see the icon in the menu bar she could logout and re-install the DB app. Now it works for her, but still doesn't work for me. As I can't see the icon, I cannot logout; and as I cannot logout, I cannot uninstall nor re-install the DB app. How can I solve it? thanks

Nancy

I’m glad to hear your colleague’s Dropbox app seems to be working fine now!

Depending on the OS you’re using, you can try to relaunch the Dropbox app this way:

for macOS, open your Finder > Applications folder, and restart the Dropbox app from there
for Windows OS, go to your Start menu > Programs, and you should see the Dropbox app there to relaunch it

The Dropbox icon should appear after that.

Let me know if that helps.

Officina MAD

Dear Nancy,

I've already tried with the Dropbox app but it doesn't work. I can't open it nor louch it, nor uninstall nor logout... what should I do?

Officina MAD

I have windows 10

Nancy

Hmm, I see. In this case, I’d suggest downloading the latest app version via this link directly. Does that seem to help at all?

Officina MAD

As I tried to explain, I've already downloaded the latest version and tried to re-install, but as I cannot logout from the app (cause I can't see the icon in the tool bar) the installation is not possibile. Moreover for the same reason I cannot uninstall the app 😥 is there another way to logout?

Walter

Hey @Officina MAD - sorry to jump in here, but do you happen to be running any security software like antivirus, firewall or VPN/proxy settings on the affected computer(s)?

If so, you can try disabling them temporarily, reboot your device and try again.

Let us know how it goes!

Officina MAD

Dear Walter, thank you for your reply. Actually everything was working normally untill yesterday and I didn't change any settings about security softwares... so honeslty I wouldn't know what to do 'cause everything is as usual

Officina MAD

I would need to uninstall and install again the app, but as I wrote before I don't know how to do it as I'm not able to logout! don't you have a solution?? isn't there another way to uninstall?!

Hannah

Sorry to jump in as well, @Officina MAD, but to simply reinstall the app, you don't need to log out of it.

Reinstalling the app (without uninstalling or logging out) should restore the Dropbox icon.

Can you try from this link and let me know what happens? Are you getting some kind of error?