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Dropbox won't automatically add a link to clipboard for a screenshot even though it saves in dropbox

When you enable dropbox to share screenshots and screen recordings using dropbox, part of the deal is that it automatically copies a link to the file on your clipboard. When I do that, the file goes to dropbox like it should, but it does not upload a link to my clipboard. Reached out to dropbox support, they had me update the app to the latest build, checked my settings etc... They don't know why and just said this

"After having the case further investigated, the problem you’re experiencing appears to be caused by another service you’re using and more specifically by the OS settings in regards to the clipboard, not by Dropbox. Unfortunately we’re unable to provide support for third-party apps or services."

They can't tell me what the 3rd party service is, just that it's causing it. I don't know if any 3rd party service I use. They can't give me further info and just marked the support ticket closed and told me to ask the community.

I'm on a paid plan, I would expect better tech support.

This is on a macbook air running Catalina. Works fine on other machines I have. any ideas here?

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Hannah

Hey @Brian L.31, thanks for reaching out to us and happy Friday!

Would you mind sending us the ticket number of your communication with our support team, so we can look into it?

Also, have you tried quitting the Dropbox app and relaunching it, or unchecking the "Share screenshots and screen recordings using Dropbox" option and checking it again, to see if that helps?

Keep me posted.

Brian L.31

I have done both those things as well as updating to the latest build. Ticket number is 20643454

Nancy

Hey Brian, hope it’s OK to jump in.

I was able to trace your ticket in our system, and I’ve left an internal message, so that our team can see you’ve reached out to us here.

Besides that, what’s the current app version and syncing status of your Dropbox app?

Brian L.31

165.4.4300 and it syncs just fine.

Walter

Hi @Brian L.31, thanks for the additional details there and sorry to jump in.

Can you please confirm that you have the screenshots saving to the Desktop as outlined here?

Brian L.31

Yes, that is exactly what I am doing.

Hannah

Thanks for that, Brian.

Can we actually send you an email, so we can look into this internally?

Philip B.17

I have the same problem here:

After 13-12-2023 "Get a link instantly so you can share screenshots and screen recordings in a snap" was not working anymore.

Walter

Hey @Philip B.17 - sorry to hear about this.

Could you please let us know the version and status of the Dropbox desktop app as shown in your menu bar and let us know if this persists after rebooting your computer and/or quitting and relaunching the app?

Philip B.17

Hi Walter

My Version is Dropbox V192.2.3390 running on macOS 14.2.1.

Rebooting my mac does not help. I also completely reinstalled DropBox without any luck.

Nancy

Hi Philip! Did you also disable/re-enable the "save screenshots and screen recordings” feature via your app’s preferences?

Philip B.17

Hi Nancy. Yes I did. But with no success.

Nancy

Hmm, I see. Can you clarify when this issue started on your desktop app? I see you mentioned it started in December, but I’m curious if it occurred after a specific update on your computer.

Philip B.17

I think it happened after updating to macOS 15.2.

Demitri

Hi ya'll!

I'm Demitri -- I'm on our support team.

I had a particular recommendation/ask for the people seeing this: can you try this one more time, but make sure that the 'floating thumbnail' that appears on your Mac in the lower right has had enough time to dismiss itself before trying to paste the Shared Link? I'm curious if that may be working correctly for you - just a bit delayed.

This screenshot tool has been my favorite gadget in all of Dropbox for many years; when that 'floating thumbnail' was introduced in MacOS I also noticed some delays in how quickly I could paste a link. As it turns out the screenshot file itself isn't generated until that thumbnail goes away.

I was able to speed up that process by disabling that floating thumbnail and it's much more like what I expect in terms of how quickly that comes up for me.

https://support.apple.com/guide/mac-help/take-a-screenshot-mh26782/mac#:~:text=The%20Show%20Floating%20Thumbnail%20option,to%20the%20location%20you%20specified.

If you're not seeing the shared link is copied to clipboard at all (delayed or not) do let us know and I'll work with our Community team to get in touch directly.

Thanks folks!