Child Item

Dropbox mobile app won't show search results.

Devices
IPads, Android smart boards, Dropbox Website
Operating System/Browser (if using the web)
IOS, IPAD OS, Android, Microsoft Edge
Dropbox App Version/Browser Version
Dropbox 440.2.2, IOS 18, Android 13/14, Edge v. 139 (Arm/64 bit)

Question or Issue
Our company Dropbox recently has had an issue with searching for files in one specific folder. The folder in question has many PDF files in it for employees to grab to find specifications for building jobs.

On the windows Dropbox app the files can be found in search easily, but on the mobile apps / Dropbox website it will say "No Results Found"... If you scroll manually through the folder the files are there and can be open but cannot be searched for.

Another weird problem is that the files that are not showing up will not show any version history and an error message will pop up (see screenshot).

It almost feels like the Dropbox backend is not indexing the files on the cloud. Any help would be appreciated!

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Comments

Megan

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

Do you notice this behavior on both your Apple, and Android devices? You mentioned that this happens on both the mobile app, and the website, right?

When did this issue first start?

Also, I'd love to know approximately how many files are in this folder, and if you've tried using a different browser too.

One more thing for you to try: You might want to switch from WiFi to cellular data when using the mobile app, just for troubleshooting clarity to check if the same thing happens then.

One last thing: how large are these files?

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

SignLeadersIT

Yes it is the same files for both android and for apple. This also happens when searching for said files on dropbox.com

This started happening about a week and a half ago. It's been progressively getting worse.

The folder has around 2,000 pdfs currently, used to be around 9,000 without issues but since this started happening we have cleaned the folder up to just 2,000. We have tried using Opera and Safari as well with no luck.

Switching from different access points and using cellular data we still get the same results.

The file sizes are around 40 KB up to 1.1 MB. The majority of them are around 400 KB.

Megan

Hey @SignLeadersIT, thanks for the info!

Give me some time to look into this, and I'll get back to you as soon as possible.

While we're investigating, would you mind clarifying if the behavior that you pointed out in your latest reply applies when searching for files, previewing or both? Thanks so much!

SignLeadersIT

Searching for files only. Previewing is working fine for us

If it helps, the files that do not show up in search also will not pull up version history. There is just an error message that pops up like in the screenshot from my original post of the issue.

Megan

Hey @SignLeadersIT!

You mentioned that this happens for many people in your company. Do you use a Business account? If so, do all of the members notice the same issue?

Now, in regards to the mobile app do you think you can clear the app's cache, and see if the behavior remains the same?

On iOS:
-Open the Dropbox iOS app.
-Tap the account icon (person) in the bottom right.
-Tap the gear icon in the top right.
-Scroll down and tap Clear cache.
-Tap Clear cache again.

On Android:
-Open the Dropbox Android app.
-Tap the menu icon in the top left.
-Select Settings.
-Select Clear cache.

SignLeadersIT

Yes we have 25 accounts on our dropbox business. As far as I can tell all of them are affected the same. Admin accounts and regular accounts both can not pull them up in search.

I have cleared the cache and tried it with IOS files integration on and off. Reinstalling the apps and switching accounts doesn't seem to help either.

Megan

Hey @SignLeadersIT!

No worries, and thanks for trying anyway. I just reached out via email, in order for us to have a closer look into this.

Reply back to me, and we'll take it from there. Thanks!