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Some files appear in my account online and on my phone but not in my desktop Dropbox folder

Benjamin Gordon

hi all. there are some files missing from the desktop app on mac os 15.5.

they are on my dropbox app / account but not downloading to the mac.

any ideas why?

ive tried re-installing, full uninstall, signing out and back in etc etc - nothing working.

any ideas?

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Benjamin Gordon

here are some screenshots - https://www.dropbox.com/t/1Y2DayPJJGDQwEMJ

Hannah

Thanks for bringing this to our attention, @Benjamin Gordon.

In your screenshot, I can see that a file has a "." (period) in the name. If you remove that period, does the file sync?

You can also take a look at this article for more info on how to name files so that they sync as normal.

Let me know if that helps or not.

littlevee99

I'm having a similar issue. My Logic Pro .logicx files aren't syncing, but the .wav files are fine.

Hannah

Hey @littlevee99, sorry to hear that.

Can you hover over the Dropbox icon in your menu bar to see the current sync status and version of the app?

If you click on the Dropbox icon, then on your profile pic/initials and then on "view sync issues", what do you see?

Benjamin Gordon

there are no sync issues showing. older .logicx files download fine but recent ones are not syncing to the mac/desktop.

Benjamin Gordon

could you pls get back to me with another suggestion as this one is not relevant - there are many files in my folders which have synced with a "." (period) in it.

littlevee99

Thank you for the quick support. I'm using Dropbox v224.4.4811 on macOS Sonoma 14.7.6 (the latest version). Additional information is that it was working normally without any issues for many years prior. I'm not sure if Dropbox is having a problem with the latest macOS version.

Hannah

Thank you both for your replies.

Just to make sure we've checked all fronts, can you take a look at every step in this article and let me know if anything helps?

Specifically the part about giving the Dropbox app full disk access.

littlevee99

I have ensured and followed all the conditions in the article you mentioned. For many years, using it in this manner has never caused any issues. The problem I've identified specifically concerns files after May 12th, which coincides with a macOS update. Thank you in advance for helping us find a solution. With respect.

Benjamin Gordon

exactly the same issue, just on macOS 15.5

Benjamin Gordon

are you using file provider or dropbox's own system/location?

littlevee99

I have tried both of them, but the result is still the same – they don't work. Has this issue been resolved yet?

Benjamin Gordon

exactly the same. are some, older .logicx files syncing for you, just not new ones?

littlevee99

That's right. At first, the problem only affected new files. But after attempting to delete everything and re-sync, now the newly synced .logicx files aren't syncing at all. Additionally, there's an unusual issue where a large number of .logicx files with "(conflicted)" appended to their names have appeared.

Benjamin Gordon

yep I've been getting a lot of conflicting files and folders too.

often when bouncing from logic a conflicted copy will be created and ill have to delete the old one and rename the conflicted one to the originals name.

laborious.

littlevee99

I hope the team can help us resolve this issue smoothly. Thank you in advance. @Hannah

Benjamin Gordon

@dbox_ @Hannah could you pls get back to us about this?

@littlevee99 have you tried an older version of dropbox? i haven't yet but wondering if this is caused by a recent update that happened in the background?

littlevee99

Based on my tests with .logicx files, if a file is uploaded to the cloud using macOS 15.5 and then synced to another machine running macOS 14.7.6 or 13.7.6, the .logicx file will not sync. However, other file types sync without issue.
Conversely, if a .logicx file is uploaded to the cloud using macOS 14.7.6 or 13.7.6, it can be synced down to all macOS versions (15.5, 14.7.6, and 13.7.6) without any problems.
I need to use both Sequoia and Sonoma for my work. However, I believe the team is likely working hard to resolve this issue. Thank you.

Benjamin Gordon

some of the missing files have returned.

how about you @littlevee99 ?

littlevee99

I'm going to temporarily stop using Dropbox until there's an update.

Benjamin Gordon

i downloaded this and after a bit it started working again - https://www.dropboxforum.com/discussions/101003016/beta-build-225-3-4791/834238

littlevee99

Oh, thank you very much. I will try that. 😃

littlevee99

I tried it, and it worked, even though it's a beta version. Thank you so much! 😀

Megan

Hey guys!

I was ready to jump in here, and suggest some troubleshooting steps on my end, but it seems everything is now sorted for you, right? 🤓

Happy to see that your issue is now resolved! If you need something else, please let us know, and we'll be more than happy to help every step of the way.

littlevee99

Thank you for your support. 😀

Benjamin Gordon

unfortunately its starting happening again.

any ideas?

Megan

Hey @Benjamin Gordon, sorry to hear about that!

Have you tried signing out of the app, and then back in? Any other troubleshooting steps?

Is it the exact same experience as the one you'd mentioned before?

Benjamin Gordon

yes, many times. yes the files have disappeared again from the dropbox app. ive tried going back to the public release, new betas. sometimes the files appear but aren't visible to certain applications so something weird is going on.

is it possible to escalate this?

Megan

Hey @Benjamin Gordon!

Yes, I think it's best to switch to email communication in order for me to check a few additional things.

I just sent you an email, and I'll be happy to continue looking into this there. Thanks a bunch!