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Folder has too many files to download - iOS Version 11.4

I am a Dropbox Plus user with 1TB of files in Dropbox currently syncing most of my files offline on my iPad (tons of spare memory capacity fyi). These files are broken into ~259 folders with ~2100 files in all (@~ 7.6GB total).

The folder which has now ceased to sync has ~770 files in it - in ~180 folders (~325MB). I'm loathe to break it down into a different structure as the current one suits my business purpose. Also, to be frank, the quantities in this folder seem pretty darn low to be presenting a problem for a business-grade product.

Can you please advise the 'fix'?

Total Dropbox size.JPG

Dropbox error folder size.JPG

Kind regards,

Bernard

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Accepted answers

Lusil

Hi @Methuselah, thanks for getting back to me on this.

You could check out if you have any incompatible characters by running a bad file check.

However, due to account sensitive info and because I’d have to investigate using our internal tools so as to narrow down the issue, we need to move forward with the email interaction.

Cheers! :nerd:

All comments

Lusil

Hey there @Methuselah, thanks for posting your concern on the Forum and welcome aboard!

This seems like something where I’d recommend getting in touch via email so as to troubleshoot with you. You could either let me know if you’d prefer to be reached out directly via email, or you could go ahead & submit your concern via https://www.dropbox.com/support .

Let me know how you’d like to proceed and I’ll make sure to get back to you as soon as possible. Thanks in advance!

Methuselah

Hi Lusil,

Thank you for that.

I'd be pleased if you were willing to raise it but am happy to do so myself if it's simpler for you.

Kind regards, Bernard

Lusil

Hi @Methuselah, thanks for getting back to me on this. It’s no problem at all. :laughing:

I was able to reach out to you at the email address associated with your forum profile, so at your convenience could you please check your inbox? Once confirmed, we’ll continue troubleshooting from there.

Cheers!

Methuselah

Hi Lusil,

I received your email but would prefer to continue troubleshooting via this forum if that's OK?

Kind regards,

Bernard

Lusil

Hi @Methuselah, thanks for getting back to me on this.

You could check out if you have any incompatible characters by running a bad file check.

However, due to account sensitive info and because I’d have to investigate using our internal tools so as to narrow down the issue, we need to move forward with the email interaction.

Cheers! :nerd:

Methuselah

Hi Lusil,

Thanks for that. I ran the checks and there were no issues. Happy to proceed with the email interaction btw.

Kind regards,

Bernard

pitmac

Hi all,

i've the same Problem...how did it resolved?

Thx,

Pit

Lusil

Hi there, Pit. :slight_smile:

I’d be more than happy to help, but first, could you please provide a bit more info so as to have a better understanding of your concern?

For example, what are the steps you’re taking? Are you trying to make files offline on a mobile device? Is this concerning the desktop app? Are you not seeing content being downloaded locally?

Any additional details, as well as screenshots (omitting personal info) would be very helpful. Thanks in advance!

pitmac

Hi Lusil,

sorry for the delay.

Yes i will et the files offline on my iPad Pro.

I'll will sent you a screenshot:

Screenshot from my iPadCheers,

Pit

Lusil

Thanks for the screenshot, Pit! I went ahead and removed some personal information included in your attached image for security and privacy purposes.

Moving on to your query though, in general, please note that you can make up to 100 folders available offline, but a folder can't be saved for offline use if:

The folder contains more than 10,000 files.
The folder contains more than 100 GB.

Furthermore, you may be seeing those red x’s next to the folders you’re trying to make available offline because your device may have less than 500 MB available. You can find more info regarding this in this article.

However, if you meet the requirements mentioned above, or you have any other questions, please don’t hesitate to get back to me. Cheers!

kinahan

Hi I have the same problem

on my mac I can see in one folder 2,398 items mostly PDFs that use 3.65 GB

my iPad has 140 Gb free space

all software is updated

I can download each file at a time, but there are two many for manual doawnloading

I get the same error messages when I try to download the folder

can you help?

Thanks,
Paul

Lusil

Hey @kinahan, sorry to hear that.

Have you by any chance tried clearing the cache or rebooting your device? Maybe one of those will do the trick.

If not, could you please send me a screenshot (without any personal info) of the error message that you see?

Thanks in advance!

Marvin4

Hi Lusil,

I ecountered the same problem as these users do. Can you share with me how did these problems solved?

Marvin

Lusil

Hey @Marvin4 , sorry to hear that you’re also having trouble with this.

Initially, please bear in mind that, if you’re trying to offline content, you can offline up to 100 folders, but a folder can't be saved for offline use if it contains more than 10,000 files or 100 GB.

Nonetheless, in order to have a better understanding of your concern, could you please provide me with some additional info? For example, what is the exact error message that you’re getting? Could you please send me a screenshot (without any personal info) of it?

Thanks in advance!

Methuselah

Hi again,

I'm still having sync problems (albeit with the current iOS - 12.3.1). Despite constantly deleting and re-syncing folders, I am regulary confronted with sync warnings like these (2 example images attached - one showing an attempt too sync, the other a 'warning' error?).

In some instances I have spent hours re-openeing every folder before it will show the green sync tick - though inevitably, to only have the orange error flag reappear.

It is absurd that I have to incur the cost of so much data (and my time!) to only have the problem reoccur. I depend on being able to access my files when I am unable to get an internet connection, even when the cost of synchronising mass downloads is less important than just being able to access them.

Additionaly, I'm paying a subscription for a service that's not delivering even close to it promise i.e. 100 Folder and 10,000 files (you'll see my Properties images of the two folder examples I've shown demonstrating the file and folder quantity is well below these numbers).

Can you please advise a solution? 2019-07-16 09.30.54.png 2019-07-16 09.31.02.png Annotation 2019-07-16 092823.png

Lusil

Thanks for your swift reply, @Methuselah.

Just to ensure that we cover some additional troubleshooting ground on this, could you please let me know if forcing the offline folders to be updated does the trick?

To do this, ensure that you’re connected to a network and:

1. Open the mobile app.

2. Tap on Account.

3. From the options given, select Manage offline files.

4. Tap on the spinning arrow icon that’s on the top right corner of your screen.

Let me know how it goes!

Methuselah

Hi Lusil,

No change, the same folders remain with the orange error flag.

Lusil

Thanks for getting back to me and sorry to hear that you’re still having trouble with this, @Methuselah.

I’ve followed up with a ticket to look into this matter more in-depth. Please check your inbox of the email address that’s associated with your Community profile for my latest message.

Looking forward to hearing back from you!

Methuselah

Hi Lusil,

I received your email and can confirm that the email address you have associated with my account is correct.

Lusil

Awesome, thanks for letting me know, @Methuselah!

In order to verify your identity, please reply to the ticket from that email address and we’ll take it from there.

Cheers!

STyke

I have the same problem described here.
Would like to know how it was resolved.

cheers

Walter

Hi @STyke; welcome to our Community and thanks for joining the discussion here.

Just to make sure we're on the same page, can you let me know the version of the mobile app you use on your device and its OS version?

Also, are you getting this for a specific folder of yours or any folder you're trying to access through our mobile app?

Let me know what you find and we'll take it from there.

taeerk kim

same problem here on ipad 13.6 version

Please let me know how to solve

Lusil

Hello @taeerk kim, thanks for nudging us on this thread.

I'd be happy to help look into this with you, I'll just need a bit more info, such as:

How large are the folders you're trying to download?
Are you getting any error messages?
Are you running the latest version of the mobile app?

Any screenshots (without personal details) would be very helpful.

Thanks!