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Shared folder link causes missing files

hey all,

We've run into an issue where the URL that we provide to our client to download files ends up with missing files. In a simple test I just did, I created a share link to a folder in our dropbox and then downloaded the folder to a separate location. After unzipping the folder, it is missing 24 of the 81 files that should be inside of it. They are various text files used by the device that the folder goes on to and the repercussions of them missing are unknown and cannot be risked.

Is this a known issue or is there a way to fix this from happening?

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Walter

Hey there @JonOfficeatBDS - thanks for bringing this to our attention.

Could you please let me know if you get the same results when using another browser and clarify if this is affecting all of your shared links or just some?

Also, do the missing files happen to have any incompatible characters in their names?

Any additional information or screenshots are more than welcome!

JonOfficeatBDS

Hey Walter,

I can confirm doing this in Firefox or Edge produces the same results. As far as the file names, they're all relatively named the same. They use some sort of hash system to name the files for verifying. for example one of the file names is "sha1-a99282f736588fc85866acb7614ea884c61b2302" but they're all relatively the same.

Hannah

Hey @JonOfficeatBDS, sorry to jump in here.

Can you also try this through an incognito/private browsing window?

And perhaps with a different app to unzip the folder?

JonOfficeatBDS

Hey Hannah,

I have done incognito, i have tried whatever built in feature windows is allowing me to do and tried opening it in 7zip and extracting from there. These all produce the same results.

Rich

@JonOfficeatBDS wrote:
These all produce the same results.

Is it the same files missing every time, or different files?

JonOfficeatBDS

Hey Rich,

Yes is it consistently downloading the same files and missing the same files.

Jay

HI @JonOfficeatBDS, how large are the files that aren't downloading in the zip file?

JonOfficeatBDS

Hey Jay,

The files are relatively small, the one i had to reference to in a ticket was 171kb but I can confirm that it never downloads when using the share link.

Jay

Do you have the ticket ID in order to locate it on the system?

JonOfficeatBDS

Hey Jay,

Yes the ticket im currently working in is #23359412. Its going well but still have no been able to understand why this feature does not work as it should.

Jay

Thanks for the info. I'd recommend continuing with that agent as they might be able to shed more light on this matter from their end.