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Dropbox and mobile app issue: opening a folder via Dropbox paper app doesn't show its content

Hey, Community,

For two months now I experience a "bug" when trying to view a dropbox file folder via Dropbox paper app on any mobile device.

The folder is newly added on Dropbox and linked to the paper. When accessing this folder via PC it is ok.

But once I try to view its content via Dropbox paper app on my mobile it starts creating an untitled paper doc.

Same happens with Dropbox: cloud &Photo Storage app.

Any suggestions?

My plan is basic and the storage limit is 2GB ( my used storage volume is 1.6 GB )

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Hannah

Hey @Julia Pavlova, thanks for reaching out to the Dropbox Community today!

Were able to do this before without issues?

And can you send us a few screenshots showing the steps you're following, so we can have an idea of what you see on your end?

Thanks in advance!

Julia Pavlova

Thank you Hannah!

For years I have been able to see, upload and update any folder with no problems at all either via Dropbox or Dropbox paper bot via PC or mobile device.

This strange bug started happening about 2 months ago.

Here are some print screen details:

Picture 1: I go to Dropbox home from PC: https://www.dropbox.com/s/8wuc7x016zfas5q/Picture1.png?dl=0

Picture 2: I find the folder Very Berry from PC: https://www.dropbox.com/s/4oyffa1ognuhka5/Picture2.png?dl=0

Picture 3: Check its content ( a bottle shot ) from PC: https://www.dropbox.com/s/372vwxsw9epsh6e/Picture3.png?dl=0

Picture 4: I go to Dropbox paper from PC: https://www.dropbox.com/s/56cxav2kfrv3wk5/Picture4.png?dl=0

Picture 5: I create a Very Berry folder there from PC: https://www.dropbox.com/s/4ufp4vd6wqpo50r/Picture5.png?dl=0

Picture 6: I click to link it to the original source in Dropbox from PC: https://www.dropbox.com/s/1gbz59dqcwx37zj/Picture6.png?dl=0

Picture 7: I go to Dropbox to get the link from PC: https://www.dropbox.com/s/zm8dp3xz19dicna/Picture7.png?dl=0

Picture 8 & 9: Copy link from Very Berry in Dropbox from PC: https://www.dropbox.com/s/fddcy64iewsj3rs/Picture8.png?dl=0

Picture 10: Paste the link as to get Very Berry Folders linked bot in Dropbox & Dropbox paper from PC: https://www.dropbox.com/s/a6q9vo8845cnsm0/Picture9.png?dl=0

Picture 11: I check the Very Berry folder contents in Dropbox paper and it is visible from PC: https://www.dropbox.com/s/du8lohqw4r2mf9s/Picture11.png?dl=0

Picture 12: I go to Dropbox paper app on my mobile click to Very Berry folder: https://www.dropbox.com/s/ey7zgqsk7hbzd7h/Picture12.png?dl=0

Picture 13: get a strange screen which then appears as a new untitled paper in Dropbox: https://www.dropbox.com/s/wvugiwd74mv1pro/Picture13.png?dl=0

Hope this helps to clarify the situation.

Thanks,

Julia

Nancy

Hi Julia, I hope you don’t mind me jumping in.

Do you mind sharing the app version of the Paper app you’re using on your mobile device? Also, what’s the OS version of the mobile device on which you’re having this issue?

Thanks!

Julia Pavlova

Sure thing, Nancy!
Dropbox paper app version 304.1
Dropbox app version 306.2.2
Phone OS: Android & EMUI (Huawei p20 pro)
Hope this helps,
Julia

Jay

Hi @Julia Pavlova, if you're not on a Dropbox Basic plan with more than 3 devices connected, could you try uninstalling the app, rebooting the device, and re-installing it to see if this helps?

Julia Pavlova

Hi Jay,

Did this few times already and again just now.

Uninstalled both Dropbox app and Dropbox paper app.

Reboot phone.

Installed again both apps.

Access Dropbox app and get the same result: creates new untitled paper

Access Dropbox paper app and get the same result: creates new untitled paper.

Total devices linked: 2

Thanks!

Jay

Thanks for the info, in order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

Julia Pavlova

Sure, Jay, thanks!

Jay

Thanks, I've sent you an email, please could you reply to it when you get the chance!

Julia Pavlova

Just did answer to your email, Jay.
Thanks!