After upgrading to Mac Catalina OS, I found 408+ of my files in dropbox now have .icloud extensions and won't open. Apple says it is dropbox's issue. I need the files. How do I retrieve them from dropbox?
Hi @slaxton, thanks for joining the Community!
I'm sorry to hear about this. It sounds like the file that you're referring to seems to be a file generated by iCloud.
It's possible that iCloud generated a placeholder of the original file when you moved it to iCloud originally. If this was the case, the placeholder file could have been created prior to you adding it to the Dropbox folder, in which case you copied over the iCloud placeholder instead of the original file.
Please note that this behavior is an implementation that Apple made on iCloud since Sierra.
I'd recommend trying to download your files to your machine from iCloud using their system, and then move them to your Dropbox folder.
Hope this helps to clarify matters!
Hi Jay,
Thanks for this. In fact, I never moved these files out of Dropbox - they were safely in Dropbox when I had Apple clean-install Catalina. Somehow during the installation, Catalina added .icloud extensions to aliases already in Dropbox. I don't understand how the OS got access to them - that seems very wrong to me - but I know that they are aliases because when I couldn't open the files directly from dropbox, I dragged one to my desktop and it disappeared, "poof!" Apple thinks that the files are actually still in the Dropbox cloud, I just can't access them because they have .icloud extensions preventing them from linking up to Dropbox. They say the only way I can access the actual files (as opposed to just the aliases) is through you, Dropbox. Can you help?
Thanks,
Susan
You can try downloading each file and folder manually via the Dropbox site to your computer, however, it does seem like iCloud has made these changes, so it might persist even after putting files back into the Dropbox folder.
Is there no option with iCloud to download the files from their system, or to disable that feature?
Thanks for being in touch. When I try downloading the files from Dropbox, they completely disappear - it is clear that the "files" with iCloud extensions appended are merely aliases. I was on the phone with Apple yesterday for 2 1/2 hours and they couldn't find a way to fix the problem, though they acknowledged that the Catalina conversion probably caused the issue, as indicated by the "iCloud" appendage. Note that this is a double extension; the files in question read "filename.docx.icloud" etc.
Apple says my only hope for retrieving the 408 affected files is to find out from Dropbox another way to access the actual files rather than simply the links to them. They can't do that for me, so I am wondering if Dropbox can. Note that of course the computer was backed up by Time Machine, but Time Machine (understandably) doesn't back up Dropbox files, only the software. I thought the files in Dropbox were "safe" from the clean reinstall of Catalina, and as it turns out, they were not. How did Dropbox let Apple into their system? I'd be worried about that if I were Dropbox.
If you can't help me, can you direct me to someone who can? If I subscribe to a higher level of Dropbox, can I speak to someone on the phone for support?
Thank you,
Thanks again for trying to help me. The Apple technicians say that there is no way to change or reverse the extension on the file that will make it so that I can retrieve the files themselves. Yes. It appears that iCloud went into Dropbox and replaced the Dropbox links with aliases, but they still say that the actual files are in the Dropbox cloud and not in the iCloud. So what I am asking you is where then are my actual Dropbox files now, and is there some way Dropbox can make them available to me? By the way, what I've discovered by rummaging the internet and iCloud is that these are called "icloud synchronization files," if that is any help.
You can try and see if the files were deleted so you can recover them.
Otherwise, try checking the version history on one of the .icloud files to see if the full file is in the history.
I've tried both delete/restore and versions. None of the files are in the "deleted" folder. When I drag them off Dropbox to my desktop, they disappear from the desktop, but appear in the Dropbox deleted area. When I "restore" them to Dropbox, they still have the .iCloud extension and won't open.
There are no other "versions" for these files.
If it's any help, they're identified in my Mac finder as "iCloud extension files," not pdf, docx or jpg.
Where exactly does Dropbox keep the actual files (not the mere links to them)? How can I access them? Are they lost forever? If I upgrade to another level of Dropbox, can I get telephone support?
It sounds like the files are no longer on the Dropbox site, if you're not seeing any version history, or deleted files. This would mean that the files are no longer on your Dropbox account to be able to recover them.
When did you upgrade to Catalina? Was it within the last 30 days?
Regarding phone support, this is only available on Dropbox Business teams, which requires a minimum purchase of 3 licenses.
I upgraded to Catalina on August 23. The computer kept crashing afterward, so I had to send it to Apple for a clean install. That took 10 days. Everything was backed up on Time Machine before the upgrade except, of course, the files that were in Dropbox. I didn't realize what had happened until I tried to open one of the affected Dropbox files two weeks ago, and I have been trying to figure it out ever since. Apple says they can't help me with dropbox files–they claim they don't know your system. I've spent hours on the phone with them.
If Dropbox no longer has the files, that is very bad news indeed. Did iCloud take the files out of Dropbox? How could Dropbox have allowed that to happen? I thought they were safely stored there, away from the upgrade, and didn't have to be backed up.
-Susan
The Dropbox app will sync whatever file is in the Dropbox folder. Since it looks like the files were replaced with iCloud files, Dropbox would sync those as well.
Given there isn't any version history on the files, or any deleted files, it could mean that this change happened outside of 30 days ago, so it wouldn't be possible to recover the files or revert to an earlier version.
I don't understand. What change do you mean? The added file extension? Are you saying that somehow iCloud changed the extensions in my files that were in dropbox before I upgraded to Catalina? The files were opening fine before the upgrade; one of the upsetting things about this is that I keep all of the projects I'm currently working on in Dropbox, as a matter of convenience. So I'm using them all the time. If they aren't in Dropbox, where have they gone?
I'd recommend checking with Apple as to why the iCloud extension was added, most likely it's because you enabled iCloud Drive on your device.
As the issue occurred after the upgrade, this appears to be related to how the files were uploaded to iCloud, changed to .icloud files, and then uploaded to Dropbox. Since it appears to be a month since the upload, it wouldn't be possible to revert back to the old files using Dropbox.
Did you ever get this resolved?? I'm having the same issue of having a bunch of JPEGs now listed in my Dropbox as .jpeg.icloud that won't open; however, when I download they don't disappear, they're just an icon for the terminal and when I double click it the terminal opens 😞
I also experienced the same thing with my business files, and it was devastating, it cost me a very large account that was just getting ready to close. I was frantic, and I am furious..
@csetters wrote: I also experienced the same thing with my business files, and it was devastating, it cost me a very large account that was just getting ready to close. I was frantic, and I am furious..
That is something you need to take up with Apple - Dropbox simply syncs what is in the folder. It isnt capable of altering the files.
Our organization is also experiencing this issue. We are now unable to work with roughly 110 files.
1. Dropbox is responsible for holding the files
2. If outside applications do anything to the property in Dropbox custody it is not the customer issue, it is Dropbox issue.
2. If Dropbox is aware that .icloud extension issue persists throughout their customer base (which it clearly does) they should contact APPLE and resolve this.
We are in the process of hiring outside consultants to help us get our files restored. It is likely they will have to bill us not only for the investigation, but also for restoration of the original files - so in other words - we are going to pay out of pocket for recreation of non-working files.
Dropboxers -
you need to tell us how to work around this bug. The sooner the better. Yes, your Operating Agreement that we all had to sign probably provides liability defenses, but if this continues at this scale it will not be good for all parties involved.
I'm dismayed that this bug is still screwing things up for people. I never resolved my issue; I sacrificed the files. When I went to Apple, as the Dropbox agent directed, they said it was Dropbox's problem. Eventually I found someone at Apple that told me the problem was that I was using two different cloud systems for storage, and that I should choose one. I chose to no longer use Dropbox. I'm sorry that you've lost so many files; sounds like they were important.
I'm having the same issue. I pay a lot of money for Dropbox business and so many of my files are unaccessible.
This is embarassing and hurting my reputation amongst my clients.
I think I have to leave Dropbox. What are the better options out there?
There are No Options. Dropbox is ghosting. They will either ignore or bounce you off by saying that this is a 3rd party issue.
The core of the problem revolves around the question of who "own" the files. Dropbox says they don't own our files. That's their interpretation. A lot of that is covered in their fine print.
My organization lost over 300 files, many of which are not replaceable. We did ask our attorneys to look into this. Once we solidify the damages then we'll be able to entertain a lawsuit that will revolve around the issue of "ownership" of assets.
But to quickly answer your question - No, you won't be able to recover any of the files that acquired this extension.
Dmitri
Same issue here, noticed it very late in the process. So all backups are overwritten. Paying a lot of money to dropbox to have trustworthy file management. I am now in the process to dig deep in my kept USB sticks and old drives to recover as much as possible. This is a real disappointment.
@gmath59 wrote: Same issue here, noticed it very late in the process. So all backups are overwritten. Paying a lot of money to dropbox to have trustworthy file management. I am now in the process to dig deep in my kept USB sticks and old drives to recover as much as possible. This is a real disappointment.
Sadly the issue isnt a Dropbox one - its the fact that the files are stored on iCloud that is the issue. Dropbox IS backing up and storing files as it should - its just that the computer/you havent put the correct ones in there. It is backing up .icloud files because thats what is in the folder. Either they've not been downloaded from iCloud correctly before uploading OR you are trying to double sync
Thanks for making me the stupid one. Could very well be that the problem is not dropbox related, but I suffer from the results in dropbox. To be honest: I have never created .icloud files, I didn't. even know there is something like .icloud files. I also never have actively put files from my iCloud to dropbox. So what did cause this is a mystery to me.
But as I already mentioned I'm old school have several old drives lying around to recover the lost files.
I saw the problem is over 3 years old but never got a notice, that's what frustrates me the most.
If you still have iCloud connected you may be able to download them directly from iCloud on the device you are using, however, unfortunately this is user error 😞
SOMETIMES putting them back in to the iCloud folder and double clicking works.
It has been noticed - and why help centre articles etc. say 'dont do this' and actually on often Dropbox wont allow you to do it, but, ultimately Dropbox will only sync what its told to do - so if it already has iCloud files in it then it will sync them as it cant work out what is what. Its also an issue that, thankfully, most people dont come across. It is just unfortunate you have been bitten 😞
I tried removing the ".icloud" extension from the file name (by renaming the file on dropbox website) and it solved the issue. I was then able to download the original file.
