Child Item

iOS Files app favorites folder disappear

On both my iPad and my iPhone, when I mark a folder from Dropbox or any other cloud service as a “Favorite”, it shows up in my favorite list in the Files app, but if I switch apps or close the files app, when I reopen it, the folder disappears from the favorites list.

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Comments

Pietro Fantoni

I am experiencing the same issue explained above...

Lusil

Hey everyone, thanks for your ongoing reports, and I'm sorry to hear that you're still having trouble with this.

In order to ensure troubleshooting and to investigate accordingly, could you submit a ticket to our Support team from this link?

If you have any trouble creating a ticket, don't hesitate to get back to us here and we'd be more than happy to send you one.

Thanks again!

Jamesore

I'm Having the same issue as well. In addition the dropbox syncing on ipad seems to require the app to be maximized with the syncing page open for it to complete larger syncing jobs. Reading through this thread shows me that dropbox don't seem to be able to fix their problems and I am already starting to transition to other cloud systems bit by bit. It's incredibly infuriating seeing the same support message copy pasted here too. Ive spent years with dropbox but they seem to be dropping the ball on multiple issues and its looking like time to think about moving to the competition

khcole

You really don't need a ticket. The past 2+ years of this post shoudl be enought for y'all to just fix it on your own. Wow....still shocked by the lack of attention to this.

Pieroman

@Lusil I did submit detailed tickets to DB support team which were escalated... and the answer after many emails is that this bug is "expected behavior", which is clearly a mockery since the "add to favorites" menu option is there !

Could you confirm that it's the dropbox stance on this issue ? I'm sure that many of us in this thread would like to know this when the time comes to renew our subscriptions.

Daphne

Would you mind sharing your ticket number (eg. #1234567) with us @Pieroman, so that we can have a look at this from our side?

Guillaume DXB

Why the need for a ticket. Support staff should create it for us at this stage after this epic fail in service to paying clients.

Daphne

They mentioned that they already have a ticket open with our team, so there is no need to open a new ticket at this point @Guillaume DXB.

I'm simply asking for the ticket reference number so I can look into this.

Pieroman

Hi @Daphne , sure my original support ticket is #11368076, I had provided a detailed ticket and a corresponding screencast a few weeks back (I think it's now reopened under ticket #11480825). Thanks for looking into it !

4evr0

So many complains have been sent from so many people. But Dropbox still dropped the ball and didn't solve this! It's ashame !

Michael E.32

Unreal. Hundreds of posts over several years. Dozens of tickets, screenshots, videos, forum posts on other sites... even a call out by a YouTube tech blogger. And every single response by the Dropbox team has been “come again”?

CaptSpalding

It is outrageous that after years of dodging this question you simply ask us to submit another ticket.

sjm88

I’ve been receiving email updates on this thread for years, and had zero resolution. I just thought I would drop by to say I finally decided to leave Dropbox after 10+ years of feature bloat and poor service, and OneDrive has been excellent so far - better web UI, selective sync by default, cheaper, bonus Office license with live collaboration - and... !!! favourites works as expected in Files.app without fail.

Dropbox was buying corporate statues, funding garish visual rebranding and ignoring its core features and users, while all its competitors just kept getting a bit better over a long time. Hope it changes, but I won’t be sticking around to find out.

Best of luck all - and FYI it’s really not that hard to transfer all your files into another service. I would have done it years ago if I knew.

Jamesore

I'm going to look into this too. Thanks sjm88

4evr0

BTW, which service are you moving to and why it's better than the DroppedBox?

billrey

Dropbox, fix this. Now.

0umar

You’re right. I’m a very long time Dropbox user (10 years). There’s no point waiting for something from Dropbox. This bug pisses me a lot, makes me waste time. We must be more reluctant to switch to other solutions. For the part, as I'm a E.U. resident, I'm testing pCloud which seems to be a good alternative

JohnnyR

Having read all the replies from the team at Dropbox about wanting everyone to create a ticket and seeing that this issue hasn't been fixed after so many months, I've come to the conclusion that Dropbox doesn't seem to care about this bug. When so many users have this issue, it can't be hard for them to recreate this issue themself. I have therefore decided that our team will be shutting down our business account with Dropbox and move to another provider.

vibrans

Seriously, Dropbox, why is nobody responding to all of this? As a communication consultant I am about to send you a quotation on improving customer communication. The infuriating part ist that we all feel like you don't care!

Michael E.32

I was inspired by sjm88's post above and I too cancelled my 10+ year subscription with Dropbox today as a result of their neglect. Microsoft recently acquired https://mover.io, which made the move to OneDrive quick and painless. It literally happened in the background as I worked. And as sjm88 noted, favoriting folders works flawlessly with OneDrive, selective sync is built in, and it has a number of advantages over Dropbox when working with Microsoft Office.

I hope this inspires others to cancel their subscriptions as well. I frankly got tired of paying the Dropbox premium only to be ignored for years. Nothing quite makes you feel like a sucker than repeatedly complaining for a service but continuing to pay.

Jamesore

I have just done the exact same thing, decided to jump ship completely after 10+ years. I'm still in the process of testing other services but I think I've landed at Microsoft onedrive. I tried sync.com and pcloud but both had the same issue as Dropbox in ios files app. I tried goodle drive but it had an issue with widows file explorer. So I've landed on onedrive. I might add that all of the services I just listed have cheaper options than Dropbox.

Its not just this forum's issue that made me move, I've also noticed bad syncing on my ipad pro where I had to leave Dropbox app open/maximised on screen for files to upload. And just seeing this thread and the way Dropbox handled it made me curious enough to look elsewhere and in that way I discovered I could pay a lot less with other services.

Useful to know about mover.io. Thanks

Pieroman

Despite @Daphne and @Lusil saying that they would look at the detailed ticket that I filed again for this issue, this is the answer that I got (again) from the support, basically a dismissal : "At the moment I am afraid you will not be able to add Dropbox folders within the iOS files app as a favourite folder. This would be an expected behaviour. We apologise for the inconvenience that may have been caused.I have provided this additional information to our development team for further investigation. They will be able to determine if this option can be added in a future release. "

The gall they have to not even acknowledge this is a bug despite this thread being almost two years old is incredible... Thanks everyone for the info about OneDrive not having this bug.

Jamesore

In their defence this bug also exists with sync.com and pcloud, so I believe it is actually a bug with the Files app. but at the same time it works perfectly with OneDrive and Google drive so if Dropbox wants to be an equal competitor they need to meet this standard.

0umar

The only issue I have with pcloud is search. It does not seems to work at all like for my other services (Creatice Cloud and Amazon Drive). But for tags and favorites, everything is working fine unlike with Dropbox

Lusil

Hi again everyone, thanks for your additional reports.

I just wanted to mention that, as mentioned previously, our team is aware and are looking into this.

However, if you haven't already, you can submit a ticket to our team from this link, to have a more in depth look into it?

If you have any trouble creating a ticket, just give us another nudge and we'll be more than happy to send you one.

Thanks again, peeps!

billrey

Lusil, that behavior is a disgrace. People have been submitting reports for years now, with zero action on this mission-critical show-stopper bug that makes Dropbox virtually unuseable on iOS. We're told to keep submitting reports. We are going around in circles. When will this end?

CaptSpalding

Shame on you for just stalling without giving one bit of new information.

Josselin

“This is expected behavior” + having users running in circles for years = Dropbox clearly doesn’t want people to use Files. Why? They want to keep people in their own app and not see their users on Files, which would just make them a storage provider while their strategy is to be more than that so they can charge higher prices. I’m out of here, thanks for the OneDrive tip!

Guillaume DXB

Y’a. Shame on you Dropbox.

vibrans

Is this just my iPad or has Dropbox now completely disappeared from the files app???