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Folders showing up empty when I send a link to someone

This has only been happening to me within the past week, but it is really hurting my business. I am always sending a folder with either video files or photos. Generally people are opening the link on their phone with the intention of saving them to their phone.

Basically what is happening is when I send someone the link to the folder, for them it either says that the folder is empty, or it shows the files but when they click on them it says the file type is not supported and so they can't view them or save them. This seems to happen whether they are using the Dropbox app or they open the link using Safari. The same thing also happens if they try to open the link to the folder on desktop.

Also it should be noted that I upload the files via the Dropbox website, and I know they are all synced before I send the link because I check on the app on my phone before I copy the link.

I have double checked and I know I am sending them the correct link and near the link when I copy it it literally says "anyone with this link will have access to these files" but I guess that is not the case for some reason. It also doesn't seem to matter if the person is signed in to their account or not.

Any idea on why this is happening? Need to fix it ASAP

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maara

Same thing happened to me. It's extremely annoying.
So far the thing that worked for me was to turn off tracking of viewers for that particular folder. Seems like when the person to whom you're sending the link refuses to be tracked, the folder appears empty. (Dropbox!!! Why should the priority be on tracking instead of actually doing your primary job - sharing the files?!)

So the way to do this: log in Dropbox.com via a browser -- find your folder -- click Share -- click the Settings gear icon -- under the tab "Folder settings" uncheck the option "Viewer info. Show who’s viewing files in this folder to people who can edit." -- click Save
(you might need to generate the sharing link again after this, not sure)

The tracking can also be turned off by default in your account settings -- under General tab find the option "See info about people who view my files" and switch it off.

All comments

Nancy

Thanks for posting on our Community, @ejnoro! Let’s have a look into this.

First of all, can you let me know if you’ve also tested the shared link on your end? Do you face the same issue?

In order to check this, please make sure that you’ve opened one of your shared links via an incognito window of your browser, on which you’re not logged in to your Dropbox account.

Also, you mentioned that in some cases, the users receive an error stating that the files can’t be previewed. Can you let me know what type of files they usually receive this error for? Is it .jpg, .doc files, for example?

Keep me updated.

Victoraguilar92

I am also going through this issue as well with dropbox and need some help asap

Nancy

Hey @Victoraguilar92, and welcome to our forum!

Can you check my previous message and let me know if you’ve tried all of the provided suggestions?

Give me a nudge when you have more details, and we’ll have a look together.

VK007

I rely on my Dropbox Plus for A LOT. But after this latest 7/13/22 update, I’m being told by multiple colleagues, friends, and family members that my shared links are now prompting them to sign in with either Google or their Apple ID, are being steered toward paid membership, and are ultimately delivered a message that “the folder is empty” that I’ve shared. This has NEVER happened before so it must be a part of the latest update. I use Dropbox on a daily basis and share links with several people. It’s worthless if they cannot see what I share! Can anyone help?

I’m a subscribing member of Dropbox and I’ve never had this issue sharing a folder before. Timelines are being impacted and this is the second time I’ve encountered this issue since the latest July update released. Please advise or I’m stuck with heading over to iCloud forever. I can’t deal with this impacting deadlines.

Mark

We need a bit more info @VK007 as I'm not sure what the issue is.

What folder are they trying to access and how? Is it a link? Shared? etc.

Remember we cannot see whats happening over your shoulder.

VK007

Hello Mark,

I pay for Dropbox Plus and have for several years. I’ve never had any issues “sharing” any one of my folders / project via messages or email until recently.

Currently - When I share the link to a specific folder of a project that I’m working on, the recipient gets a prompt that states “the folder is empty”. I wrote verbatim what is happening, knowing full-well that you’re not able to “look over my shoulder”. Basically, one day I could share any folder via link that I wanted to. Then the July update happened. And ever since, I’ve had several colleagues, friends & family members tell me the same thing - “folder is empty”. Obviously, some bug exists in the July patch as this has never happened to me before.

Mark

The bit that threw me was 'the July patch' line if I'm honest as Dropbox doesnt, and never ever has had, a patch frequency and programme like that.

So, if you are sending out a link and people are saying its empty what happens if you go to the link? Is it empty? Can you see the files on your desktop in the Dropbox folder and at the website if you go via www.dropbox.com/home ?

VK007

Perhaps I’m using “patch” incorrectly but in July there was an update to Dropbox via the App Store which seems to be the culprit as this situation has never happened before.

When I, myself, clink on the shared link, it takes me to the folder that’s being sent. Everything is where it’s supposed to be an visible.

On the recipient’s end, I’ve explained what happens 3 times now. Instead of opening the shared folder, they are immediately taken to a sign-in prompt, where they are asked to sign in with Google or Apple ID, or to create a new account. This was NEVER required prior to July’s update! Now, even after setting up their own respective account(s), these recipients get the error “folder is empty” after clicking the linked folder.

Again, on my end - I can see everything. Since this morning, I’ve had 4 people whom I’ve shared links with tell me the same exact story. “folder is empty”.

Mark

I'm only trying to help. I'm a volunteer on here so there is no need to be rude. If you dont want it thats fine - I wont reply.

The update only impacts software on the device, it doesnt change how links work as that is managed on the website.

If they are being asked to sign in the link being sent is either as one which has edit permissions or has restrictions on it. If you go to www.dropbox.com/home and check on the Share button next to the ones you have shared if it says 'Can edit' that is probably the issue. You can also do a share there as a test by just tapping on the 'Share Link' button. Then to test it rather than send it to people use an incognito or private browsing session.

VK007

Mark, I’m sharing the folder via a link (ie in an email or iMessage). I’m not sharing any permissions with said folder to said recipients.

I don’t need anyone to have edit rights to the folder. I’m simply sending a daily folder, via link (ie message or email), for the recipient to track project progress. I have always been able to send a link to any folder of my choosing to anyone of my choosing. And not until recently have I ever had any issues that I’m currently having.

Mark

I cannot help even try and work out what is wrong if you arent prepared to troubleshoot.

I think this is where I bow out.

VK007

I troubleshoot for days before ever going to the forums for this very reason. It’s like calling the help desk, waiting for 4 hours, just to have someone say “did you try resetting your computer?”. Thanks for trying, I guess.

Belmaralex

Hey guys!
Ive been having this problem for the last couple of days. Someone sends me a folder with some photos. Then i check them out and put it in a different folder. Then send it to other people using my iphone dropbox app. And now people complain that the folder shows empty even though i can see all the photos on my phone or my pc. If anyone knows what could be the problem please let me know. Customer service wasnt helpful. Thank you.

nsl87

I just started having this issue this past week. Links are copied correctly, using dropbox on Safari (not desktop app) to upload and all the files are there. They show up on my mobile app, and some people can access them on desktop browser version only.

Sending the link and opening on mobile for some people just shows an empty folder. I've tried the links in incognito mode on desktop and mobile and the links work for me. Nothing has changed from the past with the way I've copied links (not folders) and sent the link out to people. Any help would be greatly appreciated!

alishacomer

I am having the same issue. I have used DropBox for years but today - folders say they are empty when I send the link.

Knup2

I’m having trouble opening multiple Dropbox links from different users on the app on my phone. Each folder is saying “Folder Is Empty” on the phone app while the folder loads fine on a laptop and for all other users that the link is shared with. I’ve never had this issue before. Please help!

zkm

I'm experiencing the same issue. Not sure what's going with dropbox.

cdphotog

Same here - seems to be an app issue. If the person I sent the link to via text copies it from then pastes it into a browser window, they can see the images. Just not through the app. Then I had someone send me a link via text to a folder and I got the same "folder is empty".

KR15

I am also having this issue for some people I send the links to but not others 🤷‍♀️

KR15

If they copy and paste the link into the phone browser and avoid using the app so “continue to website” it works but going through the app doesn’t.

Is there a problem with the app?

Janemwl

As a recipient, I just started having this same problem last week. We have been using this format for a few years to share information. This past week, when I opened the resources link, sent by the administrator, I saw “folder empty”. I am the only one with this new problem. Did I accidentally change a setting? Could it be related to a very slow backup issue that I am experiencing?

PavelKricka

I've uploaded a folder to my dropbox and shared a link over WhatsApp but one of my customers gets the message folder empty when opening the link

I'm very confused as my computer says that the files are synced

Pavel

maara

PavelKricka

I've tried this and when they open the link they can briefly see the folder with the photos but then it gets thrown away and you get the folder is empty screen!!!!

This is SOOOOOOOOO frustrating as others can access the folder and see the images

LALight

Hello Dropbox Community -

As of yesterday, created links containing JPG images, are received by clients as empty folders. I am uploading the image to Dropbox on the website, image upload status shows as complete. I can see the uploaded images in my files in the Dropbox folders. Any help is much appreciated.

Thank you-

PavelKricka

The solution was to do with tracking!

I turned off tracking on the folder I was sharing … well I think I did the browser seemed to have a spinning icon for ages but we then allowed tracking on the clients phone and Shazam the files became visible

regards

pavel

Megan

Hello everyone, happy Monday!

Do you still notice this behavior? Does it happen with a specific link, on a specific browser?

Feel free to send me any screenshots of the message you get on your end, when opening the link.

Thanks a bunch!

lopezoscar4

THANK YOU SOOOO MUCH! THIS WAS THE SOLUTIONNNN! Ive literally been looking into it since Last Wednesday and you are the only one that has found the solution! Dropbox really has to do better. Even their chat support people have no idea that its even an issue.

lopezoscar4

Look at MAARA's solution above! It helped me out.

theclosetstudios

THANK YOU - this worked for me.

Dropbox, please fix this. I have had the same issue the last few weeks. I send a link to a client, and the folder shows up empty for them. I shouldn't have to deselect this option every single time I create a folder.