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Getting errors when opening my files with Adobe after upgrading my plan to Business

(Not so) goodmorning,

I recently updated my Plus (free) plan to a Dropbox Business plan for business reasons. As a graphic designer I am struggling with Adobe After Effects, Illustrator and Indesign links which are giving me different errors:

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Here are just a few of the errors I get when opening files. (Same errors when I am opening them in the non-Beta version)

Every time I open a project, I need to reload and relink files. In After Effects it won't even let me reload footage that is clearly just on my dropbox:

Schermafbeelding 2024-04-12 om 06.19.01.png

Before I updated I had none of these errors. When I called Dropbox support, the friendly person on the phone told me it is a Adobe thing, but it clearly isn't.

I work with a lot of different projects, and paying for Dropbox Business is exactly what I do not want: having to deal with this every time I open a file. It costs me a lot of time. Maybe I need to send Dropbox an invoice for all the time I am loosing because I can't do my work.

There are work arounds for all these problems. Saving them to my local harddrive, renaming them, etc etc. But that's not what I payed for.

Thank you,

Frans van der Vleuten

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Nancy

I’m sorry to hear about the situation, @fransvandervleuten.

Can you send me the ticket number you should’ve received from your support interaction?

Other than that, I’d like one more screenshot showing how these files appear within your local Dropbox folder, so that I can check their syncing status.

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

Let me know when you’ve got more info.

fransvandervleuten

Hello Nancy,

My ticket number is: #23584251.

I just figured out that my team-members experience the same problems.
Also when I am on my laptop, I have problems opening files.

My syncing status is:

Schermafbeelding 2024-04-13 om 12.33.33.png

(this is Dutch for that everything is good)

When I open an AE file, I get this message:

Schermafbeelding 2024-04-13 om 12.33.41.png

The document this window refers to is a valid Photoshop document. Nothing is wrong with it. Before my switch to Dropbox Business nothing was wrong with it.

Then I get this message:

Schermafbeelding 2024-04-13 om 12.33.58.png

The files are there. In the same folder they are always. Nothing is missing.

Then I get this message:

Schermafbeelding 2024-04-13 om 12.34.22.png

"Error reading past or end of file." I have no idea what it means, but I can say one thing. Before it did not occure.

Then I get this error. (this is all before I even click once in my project!)

Schermafbeelding 2024-04-13 om 12.34.40.png

Why does it want to reopen a opened file? It was not there before.

Now I am finally in my file, it says that there are two files missing.

Schermafbeelding 2024-04-13 om 12.35.20.png

If I then relink the footage, I get this errors:

Schermafbeelding 2024-04-13 om 12.35.48.png

Schermafbeelding 2024-04-13 om 12.36.16.png

WHat is a 'GJEP' file? No idea! Nothing is damaged, nothing is unsupported.

I have no idea what it means, but I cannot relink a file that is on my Dropbox.

Last final error:

Schermafbeelding 2024-04-13 om 12.36.56.png

I work on two computers (a Mac Studio and a Macbook pro). I seem to have fixed it on my Mac Studio, but if I open that file op my laptop, I get the same errors. Also my team members have the same problems.

So it looks like it cannot detect the paths of some linked files, and it gives a lot of errors.

I have no idea what to do now. And this is only After Effects. Illustrator and Indesign also give problems, although the re-linking of the files works there.

Please help me find a sollution,

Frans van der Vleuten

Walter

Hey @fransvandervleuten - sorry to jump in here, but does the issue persist if you pause syncing or quit the desktop app completely on your computer?

Have you tried reaching out to Adobe directly for further assistance perhaps since you're using their beta version?

fransvandervleuten

Hello Walter,

As I said earlier, the problems started when I upgraded my plan to Dropbox Business.

It has nothing to do with Adobe After Effects running in Bete, check:

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Same errors when I use the normal After Effects

Jay

Hi @fransvandervleuten, I'd recommend contacting the support team directly for them to investigate in more detail.