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My files aren't being received by others.

I've been sending files for quite some time to different email addresses. Recently, my clients are not getting the shared files. It says in Dropbox that it's sent, even if I send it multiple times it says it's sent. I tried to send to myself as well and am not receiving the files, though I did receive a reminder email. I have deleted and reinstalled the app, etc. Samsung S21.

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Accepted answers

Emma

Hi@"jlawren", thanks for raising this one. Our engineers had a look and have identified the issue. They have implemented a fix so this should be working for you now.

All comments

Megan

Hey there, @jlawren let's jump right into this!

Just to make sure we're aligned, can you let me know the exact steps you use when sharing your files?

Do you share the file directly with your clients, share a link or maybe a Dropbox file transfer?

In addition to this, do you notice that this behavior happens with all of the files you're trying to share?

Lastly, if you're sharing a folder or file directly, please ask your clients to check their sharing tab online to check if they can see the content there in order to then add it to their account.

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

jlawren

Hi,

I share the file directly.

I go to the file I want to share, click share, and "send via dropbox". It sends a link of the file to their email.

I asked one of the recipients and she said that the files are not coming via email. She checked her notifications in the Dropbox app and they were there. They have been getting the "reminder" email that a file had been sent.

This has been happening with everyone I've been sending to.

Jay

Hi @jlawren, it sounds like you're sharing a file directly to a user, meaning it will appear in their Dropbox account under this page.

Is it possible that those users have disabled notifications from Dropbox, or have blocked emails from certain Dropbox domains in their email provider?

jlawren

Potentially, but unlikely. This issue so far has been across five different people unrelated to each other. So I think it's unlikely that at the same time they all disabled notifications and blocked the emails.

Megan

Hi @jlawren!

It might sound trivial but have your clients checked their spam/junk to see if the invitation ended up there?

One last thing if you could: can you send me a few step-by-step screenshots of the steps you follow in order to share the content? Make sure to omit any personal info such as email addresses, I'd just like to have a visual of what you described.

Thanks!

jlawren

I checked and it's not going to spam/junk. The reminder emails are making it just fine. I've been sending this way since about 2019 and havent had issues until recently.

I will attach the screenshots of how I send them.

jlawren

jlawren

Emma

Hi@"jlawren", thanks for raising this one. Our engineers had a look and have identified the issue. They have implemented a fix so this should be working for you now.

jlawren

Thank you, it's been fixed!

Hannah

Thanks for keeping us updated, @jlawren!

Happy to see that this has been fixed for you.

If you need anything else, just give us a shout!