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I can't share content for the last week, due to one .pdf and Support takes too long to reply.

i have been blocked from using my account for a week and support only answers one time per day (in the middle of the night in the US). Apparantely, they scrubbed my system (over 111,000 files) and found ONE LINK inside ONE .PDF (from 2022!) that they didn't like.

And now they have blocked my account from usage for a week with completely ineffective customer service.

Ticket #25301355: Dropbox Plus Support

I am not sure what is happening with Dropbox, but they are quickly becoming a company that is unuseable for large companies.

Since I removed the file in question (2 days ago!) I am still completely blocked from working. What am I paying for here?

Is anyone else have new security issues with DB and sharing files, that they never had before?

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Samara18

After over a week of not being able to share files on my account, they reported that it was a "false positive" with no other explanation and just reinstated my rights.

I asked them to explain what a false positive was but they just closed my ticket with no response.

Thx for your help!

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Mark

malwareSamara18 wrote:
Is anyone else have new security issues with DB and sharing files, that they never had before?

Dropbox has always suspended sharing for files that maybe malware or viruses etc. But usually only if the files are publicly shared. That is a constant contiuous check on files within the system.

In terms of the issue, what exactly do you mean, your account is blocked? Can you see and access files or not?

Note that, unfortunately, Dropbox doesnt work weekends so there wont be any replies till next week.

Megan

Hey @Samara18, sorry to hear about that!

I can see that your #25301355 ticket number has been escalated, and you're working with a specialized agent towards finding a solution.

I have left an internal note to the agent working on your case, and shared any info with them from our communication in order to expedite the situation.

Keep in mind that the priority is already set to "High" on your ticket.

If you need something else, please let me know and I will be more than happy to help every step of the way.

Samara18

After over a week of not being able to share files on my account, they reported that it was a "false positive" with no other explanation and just reinstated my rights.

I asked them to explain what a false positive was but they just closed my ticket with no response.

Thx for your help!

steveghi

I've got the same problem except I'm on basic. It's almost impossible to contact them, I got a false positive a few months ago (which Microsoft cleared up), and now can't even share a text file. Need to post this on social media and move to another platform. If this is the service for a Basic user, I don''t know if I can trust them when we expand to include our archive and libraries.

steveghi

A false positive usually occurs when you create an executable file (such as an .exe) and something in the file matches coding in a previous virus. I submitted it to Microsoft using the link below and they updated their virus tables within 24 hours. Not sure where Dropbox is on this but it has turned into a pain.

https://learn.microsoft.com/en-us/defender-xdr/submission-guide

Hannah

Hey @steveghi, sorry to see that you're having this issue.

To investigate this further, I just sent you an email to the address linked to your Community profile.

Just get back to me when you have a chance.

steveghi

Responded by email.