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Offline files disappear after some period

Making files offline is useful. EG travel documents one might require in a place with no cell service, or poor wifi.

But they don't "stay". After maybe a couple of weeks, maybe a month or so - they're gone. Unexpectedly. Just when I need them again (COVID vaccination records).

Is this a bug or a feature? After what period do they leave?

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Jay

Hi @pmjzzz, thanks for bringing this to our attention.

In general, file should remain offline on your device, unless you remove them manually.

What device are you using and what version is the OS and Dropbox mobile app?

This will help me to assist further!

pmjzzz

Two devices:

Sony D6603 Android 6.0.1 Dropbox 282.2.2

KTE K87CA Android 10 Dropbox 282.2.2

Walter

Hey @pmjzzz, sorry to jump in here, but I just wanted to mention that offline files would be cleared if you cleared the app's cache on your Android devices.

Have you cleared the mobile app's cache lately perhaps?

pmjzzz

Thanks, Walter - not to my knowledge.

Hannah

Sorry to jump in here, @pmjzzz!

Did you maybe uninstall and reinstall the Dropbox app on your phone? That would also cause the offline files to stop being available offline.

pmjzzz

Thanks - I haven't reinstalled the app. The behaviour is on 2 devices.

Walter

Thanks for the updates @pmjzzz

Would it be OK if we reach out via email to have a further look internally at this point?

pmjzzz

No problem @Walter

Walter

Thanks so much @pmjzzz - you've got :envelope:

peterk

Please advise the problem and how you were able to resolve it @Walter. I'm experiencing the same issues and have not cleared cache or uninstalled the app

Megan

Hi @peterk, happy Friday!

Could you clarify your mobile OS, and the Dropbox app version that you're using there?

Thanks a bunch!