Dropbox search can’t find anything. The files, however, are there. How can I make Dropbox find them or reindex them???
Hey @mpintomali, thanks for the update!
Also, I appreciate your patience on this. I understand this isn't ideal, however please bear with our Support, as they try their best to work on this.
I can reassure you that your issue is being looked at.
Hi Megan,
I truly appreciate your reply, because I've been feeling very much like Dropbox does not care about its customers. I have been a loyal customer and great advocate of Dropbox for years, and have never had an issue. But now that I have an issue, which is due to no fault of my own, I am quite dismayed to see how dismissively I've been handled by the chat and specialist staff. If I hadn't posted on these boards (as a last resort), then I never would have known that nice people like Walter and yourself perhaps actually do care. I will trust that the team is working on it and hope to hear from you soon. Please impress upon them that I am a real person who's waiting for their solution. Thank you.
Best wishes,
Michelle
@Walter
@Megan
My search bar is also not working at all. When i search for files i know exist and can find via the folders, it shows as no results.
Is there a fix for this issue yet?
thanks!
Hi Walter and Megan,
I'm writing because it's Wed. morning and the problem has still not been resolved (since Sunday). Please can you contact the engineering team. Thank you.
Sincerely,
Please can you check with the engineering team. I feel utterly left in the lurch by Dropbox, and neither you nor Walter has followed up on this, nor have the employees Donald and John. Thank you very much. It's been four full days.
Hi Michelle, sorry for jumping in here.
I’ve also traced your ticket in our system, and I’ve left an internal note with our comments for our advanced team.
Our team is already looking into your case, so please rest assured they’ll get back to you as soon as they have more updates on this.
Thanks for your patience!
Hello Dropbox Team,
It is Thursday morning, and I have been experiencing this exact same issue all week. It has happened to me once before, and the solution suggested was to clear my cache, which I have done three times this week, and it has not helped. This is significantly slowing down my ability to work and is very frustrating. Any updates on the situation would be much appreciated.
Thank you,
Simon
Hi Nancy,
Thank you very much for replying. It's really hard to believe that Dropbox is actually working on resolving this major issue because no one reaches out to give updates (I keep having to post here). But I really appreciate your message; thank you.
@Nancy
I'm sorry you're having the same issue, Simon. It's apparently a known Dropbox issue that the engineering team "is working on."
I tried reaching out to Dropbox Support via Twitter yesterday and they just keep saying the same thing, that the team is working on it. It's very frustrating. I heard from John today (the specialist) who requested further information, but still no resolution.
@SimonK89
@hahamarmite
I'm not sure why someone changed the heading to "search function back to how it was," because this is NOT the case. The problem is still ongoing. See the ticket number previously mentioned. Thank you.
I’m experiencing exactly the same issue, on iPhone app, on iPad app and in Safari web browser too which makes it highly likely that the problem exists on Dropbox’s end. Have just made the iPad and iPhone app update today and issue persists including in the web version. Disappointed, I’m paying a prime price for Dropbox expecting a prime service!
“Since my last update there has been a change in the Dropbox app for iPhone. I’m looking for specific files inside my Dropbox and enter the exact filename but still they don’t show up. Before the update everything worked well”
Please note that my issue is different from Lorca's issue. The problem is still not resolved by Dropbox, almost a full week later. PLEASE can someone follow-up. Thank you.
Yes, Lorca, that is exactly the problem that myself and others on this post have been having. It's terrible because Dropbox has been so unresponsive. The specialist John contacted me on Friday and I sent him the information he requested (you can see the ticket number), but still no reply from Dropbox (and no solution).
I have used dropbox for several years for my business. Yesterday I suddenly could not search for files in dropbox. I would type the name of the person's file and it would not come up, even though I know it is there. I can find the file if I know where to look for it, but I cannot search in the dropbox search bar. I logged out and logged in, updated my computer, all the things. Help please. This is so annoying.
Hi friends,
This past few days, my team hasn't been able to use the search box successfully using keywords that are in the filename. Sometimes it works if we type in the exact file name with the exact capitalization. This is very frustrating as we don't remember the exact filenames and have thousands of files that we work with daily. We've been able to use keywords to search for the file until the last few days. Is this a bug? Is there something that compromises the search function?
Any idea how to search files using keywords again?
Thanks!
Hi @klundq1, thanks for bringing this to our attention.
Are you searching for the file name itself, or is the keyword something located in the file itself?
This will help me to assist further!
@Jay - I am searching for a folder name. For example, I have folder called Doe, Jane, with numerous files in it. I search for Doe and nothing comes up. Sometimes if I search for just Do (part of the name) it does come up, but if I spell out the whole name nothing comes up.
Hey @elsieljane, sorry to hear you're having issues with this.
Could you let us know if you're facing this problem on the mobile app, the desktop app or if it happens when you're using our website?
If it's not too much to ask, can you also send us a screenshot of a sample search showing this behavior?
Any additional information is more than welcome!
Hi there @klundq1, sorry for jumping in.
Can you send me a screenshot of a search that does not return the expected results, and one with the files that it should have returned?
Thank you!
@Jackson yeah I do not think I can do that because I need to keep the names private. Some folders come up, and some do not. I only have dropbox on my one computer - no other devices. It says it is synced (online etc).
Hey @Kav18, I'd be happy to help with this!
Can you clarify which platform you're using on your end, when you notice this behavior? Is it the same when you use our mobile app, desktop app or web?
Also, feel free to send me your ticket number reference, so I can locate it on our system.
Thanks a bunch!
Hi Walter,
Thank you so much for your help here.
We are using the website and not the app or desktop. It's a shared folder with multiple teams in our workplace.
I can't discern the pattern. Sometimes the search produces no result, and sometimes it produces part of the results, but not a complete list.
Appreciate your insights on what we can do to make the search function as it should again.
Example 1) searching for 'new age care' in the file title, a zero result or randomly sometimes the correct file with the exact capitalization
Example 2) searching for ColCare file with Orlando and Cape that we know we have, we had to scroll the folder without searching to find the files. The search using 'orlando' and 'cape' as keywords produced partial results but didn't include the desired files
I'm replying and tagging this because it seems that a lot of people are having serious search issues, frustrating or preventing any meaningful and thorough work. Dropbox, stop ignoring us and please fix it or admit there is a problem so we can move on.
I wish Dropbox would stop the avoidance tactic by sending frustating go-nowhere questions and requests for informaiton. The search feature simply does not worked as it has for years now. From what I can tell it is a problem with photos/files added or copied to Dropbox folders via the laptop app. Now that I've searched the community boards, I know it's not me. In the past I have usually gotten prompt, meaningful responses to problems I've raised. The silence on the search complaints is deafening...which probably means the search problems are chronic and serious. At this point, I wish Dropbox would just admit it.
I think I discovered something re: Dropbox search problems.
Problem seems to be with photos/files added to Dropbox via the laptop app - maybe an indexing issue with desktop app?
Within the last week or so, files added via DB laptop app are wholly unsearchable in the Dropbox website (whether in Chrome or Edge).
Photos/files uploaded to Dropbox via the iPhone app SEEM to search fine in the DB website and in the DB laptop app; It's the ones added via the laptop app that do not show up in responsive searches on the website - whether on Chrome or Edge.
Can Dropbox just focus on the laptop app indexing and solve the problem so we who are paying for their services can get some meaningful and thorough work done without constant backtracking and double-checking?
And also seems to be a problem with any photo/file moved in the last few weeks. In the DB website I just moved a completely search-responsive file that's been on Dropbox for years from one folder to another and now it's no longer searchable and does not show up in any simple search that should catch it. Not sure how to proceed working on Dropbox.
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