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Sharing: Failed to load sharing screen, could not retrieve sharing information

traceylees

When I try share any folder I get this error pop up as soon as click on share or invite to folder.

I have tried on the dropbox mobile app, on may Macbook and on desktop Mac. Tried in both Chrome and Safari.....

No matter what I cannot share any folder this morning. This was working last night with no issues.

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OhBento

Having an issue when trying to share/invite someone to view/edit folder. Comes up with message “failed to load sharing screen - could not retrieve sharing information” very frustrating as this is the first time happening.

Jay

Hi everyone, thank you for reporting this issue.

Our engineering team is currently looking into this matter to resolve it as soon as possible.

We appreciate your patience on this matter.

C A Photo

I am having the same issue with my DropBox app and it’s been going on for a month or more. Is there any resolution in sight?

Nancy

Sorry to hear this, @C A Photo. Can we log a ticket for you instead, and look into this internally?

C A Photo

That would be great. Do you need any additional information?

Nancy

Not at all, @C A Photo! Please reply to my email, and we'll take it from there.

Rodger P

Hello @Dropbox Staff -

Has there been a resolution to this issue. I just signed up for the Dropbox Plus yesterday and I am getting the same error. I am trying different devices and browsers with the same issue.

Thanks

Nancy

Hi @Rodger P, hope you’re doing well.

Just to clarify, is this happening on all of your devices/browsers, in general? Or is there a platform that seems to be working properly?

Can you please send me a screenshot of the error you’re getting? I’d like to have a visual, and investigate further.

Rodger P

Hi Nancy -
This is happening on iOS 16.2.2, iOS 17 on iPhone and iPad, and on Desktop PC running Windows 11. Where do I send the screenshot?

Nancy

Hey there! You can attach your screenshot in this thread by clicking on the small camera icon above your message box, right before you post your reply on the forum.

As for your devices, can you try clearing the cache of the Dropbox app on one of your mobile devices, and then reinstalling it there? I’d like to see if that’ll help at all.

Rodger P

I am on my mobile. Struggling to find the camera icon… I am typing in the content box but I only see the thumbs up and likes counter above the box.

I tried clearing the cache and also reinstalling with no success.

Nancy

Thanks for giving this a go! Sorry to hear it didn’t work.

As for the screenshot, can you try uploading it via your desktop instead?

Let me know, if you still can’t see the option from there.

Rodger P

Walter

HI there @Rodger P - sorry to jump in here, but could you let us know if you're getting the same error when you access your account from a web browser?

Have you tried clearing the app's cache and/or signing out and back in since you first noticed this?

Rodger P

Yes I have tried both both desktop and mobile with the same results. Cleared cache, different browsers. Mobile is where I need for it to work.

Megan

Hi @Rodger P, just a clarification: do you get this error when trying to share a folder, or when you try to access a shared folder?

skreidle

I know others have had the same issues, but I haven’t seen any resolutions. When I try to share a folder, as soon as I tap “Invite to folder”, I get a popup stating “Failed to load sharing screen / Could not retrieve sharing information.” Also, if I tap “Folder settings”, I get a popup stating “Failed to load setting screen / Could not retrieve settings information.” This occurs in the Dropbox app on my iPhone 13 (iOS 17.1.2), as well as in Chrome and Firefox on the same phone. (I can’t access Dropbox from my company-issue laptop.)

I can generate a share link and send it to my wife’s iPhone 14, but the share doesn’t work when she selects Join.

Megan

Hey there, @skreidle, thanks for posting here!

If you have some screenshots, they'd definitely be more than welcome.

Have you tried clearing the app's cache and/or signing out and back in since you first noticed this?

I've also merged you into this relevant thread, where others have experienced the same issue. Can you try some of the troubleshooting steps mentioned here, and let me know more?

Keep us posted!

Rodger P

When trying to share from mobile. Tried using iOS 17.2.1 on iPad and iPhone. Cleared caches, tried edge, safari, and chrome, tried uninstalling and reinstalling app. What else is suggested?

Hannah

Hey @Rodger P, thanks for the additional info.

Which version of the app are you using? You can see the version by tapping on "account" and then on the gear icon.

skreidle

Megan, here’s a screen capture video of me attempting to share a folder and look into the folder’s settings; I’m not sure if this share link of the video will work — when I share a folder via link, the recipient can’t join it — but here: https://www.dropbox.com/scl/fi/7d3zzo7cgbrtxy0yn6j9u/RPReplay_Final1703353195.mov?rlkey=skz9up5pqr9uq241hc18j5w9d&dl=0

If that doesn’t work, here’s an iCloud share link to the same video: https://share.icloud.com/photos/0baNaDVX2y2qnPB_C8KiO3-rQ

I can’t share a folder from the iPhone app — that’s what’s in the video — or from Safari on a MacBook. Same failed results.

Nancy

Hey @skreidle! Hope it’s OK to jump in.

Unfortunately, due to security reasons, we can’t click on any links posted here on the forum.

However, you should be able to upload screenshots of what you see instead here, by clicking on the small camera icon that’s located above your message box (right before you post your reply).

gbriand

I am also having this issue, I am unable to share, I have tried from 4 different method:

1. From file explorer in windows

2. From my Mac

3. From my phone

4. From the Browser on Dropbox.com in incognito mode

Hannah

Sorry to hear about this, @gbriand.

Can you please send us a screenshot of the error you're getting?

gbriand

About 1 hour after I reported not working here it suddenly started to work, so I am not sure if something was done on your side but I didn't even have to logout or anything else.

Hannah

That's great to hear, @gbriand, thanks for letting us know!

If it does come back, you can give us a shout.

Have a great day!

vak8238

Same. It's awful. I don't understand how dropbox still popular given basic things like sharing a folder a headache