Child Item

We're getting a "Unable to remove download" error when selecting the online-only option.

Device

(Macbook Pro M2)
Operating System/Browser (if using the web)

(macOS 26.3)
Dropbox App Version/Browser Version

(243.3.6933)

Issue
We are using Dropbox via File Provider on macOS 26.

The message appears when a local file is made online-only. We see this with Pages, Numbers, and Microsoft Office files.

Strangely, it does not happen all the time, but it can be disruptive when we are trying to free up space on the system.

Does anyone recognize this, and is this message coming from Dropbox or from macOS?

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Error Messages

Sync

Mac

Comments

Nancy

Hey @mathijsw! Thanks for your post.

Is there any chance that these files are still open on your machine, when you receive this error message?

Is this happening with all the Pages, Numbers, and Microsoft Office files that you’re using on your computer, or is it specific files that you're mostly having this issue with?

Have you tried to restart your computer and try to make them online-only again, without opening them first?

Let me know what you find, and we’ll go from there.

mathijsw

Thank you, Nancy, for your response.

We received a ticket from one of our customers regarding this issue. I then set up a VM where I was able to reproduce the problem.

It doesn’t make a difference whether I restart or perform a clean installation. I’ve mainly been testing with Pages, Numbers, and Microsoft Office files, but the customer also reports that it occurs with Adobe files.

See here:
https://youtu.be/wtL6ZN7kSmM

Megan

Hi there, @mathijsw, let me jump in here!

As a first step, please let me know the app's current syncing status.

Also, based on the app version that you're using (243.3.6933) it sounds like you have the beta version installed instead of the stable one. That could be the culprit there.

Can you try to uninstall Dropbox from your computer using these steps?

Once you do this, please access your account settings online and then toggle the Early Access setting to Off. After that reinstall the stable version using this link.

I'll be waiting for your update once you try this, to let me know if the behavior remains the same.

If it does, please let me know!

mathijsw

Thank you for all your help, I really appreciate it.

My test VM, on which I recorded the screencast, is running version 242.4.5815. I think its the lastest stable, right?

Sync status is complete on every action I take.

I do have to admit that after a certain amount of time, it can be switched to Online-Only. Maybe my customer just needs to be a bit more patient. The issue is more noticeable when you quickly perform the action to make something local and then switch it back to Online-Only.

Megan

Hey @mathijsw!

I'd like to ask how long you noticed waiting helped with the error? Are we talking 30secs, 1 min or more?

Have you checked the bandwidth settings in the desktop app to ensure that there aren't any limits on the upload speed and to ensure that things can be synced as quickly as possible?

It's also important to keep in mind that, if it's indeed not a long time that it then allows you to make the files offline without the error, it might be that on the client's side, the app hasn't finished syncing yet. It would be good to know if your client who's reporting the issue is also seeing everything up to date before trying to make the file online only and getting the error.

mathijsw

Hi Megan,

Yes, I find it difficult to determine when it happens and why this message appears. We see it with files that have already been stored locally for a while and cannot be set to online-only. But if we wait until the next day, it works. It also does not apply to every file. I’m sure it’s not caused by us acting too quickly. We allow the sync to complete properly.

Megan

Hey @mathijsw!

I'd like to send you an email in order for us to have a closer look into this. However, before I do that I'd like to clarify a few things.

You mentioned that the initial issue was raised by a client of yours, and you then tested this using a VM. I'd like for you to keep in mind that VM isn't supported, but I'd be happy to continue looking into this if that isn't the case.

Also, do you and your client both face the same issue? I'm asking because I'd like to know how to proceed correctly.

domw

Hi, I just noticed the exact same issue. Both with files that have been set to "Make available offline" for a long time and ones I only downloaded today.

I'm on Mac OS 26.3 (25D125) and using the 243.4.6956 version of the DB app.

Megan

Hey @domw, let's jump right into this!

When did you first notice this issue? Also, to make sure we're aligned here allow me to ask if you've tried any troubleshooting steps on your end.

Now, if you haven't already I'd like for you to try and close any application that might have the file open, such as:

Preview
Adobe Acrobat
Web browser tabs
Quick Look (press Esc to close)
Right-click the file → Get Info→ confirm it’s not “locked.”
- Sometimes the system’s thumbnail previewer or antivirus may lock files.
- Temporarily disable or restart the antivirus (if applicable). Then, try again.

While you're at it please check the file's permissions. You can do this by following these steps:

Right-click the file (or folder) → Get Info
Scroll to Sharing & Permissions
Make sure your user has Read & Write
If not, click the lock (bottom right), enter your password, and change it to Read & Write
If this is a folder, click ⋯ → Apply to enclosed items

Then retry switching to online-only.

As a last step, please try moving the file to a new folder.

Create a new folder inside Dropbox
Move the affected file into it
Wait for it to sync
Try changing the file to online-only in the new folder.

Keep me posted on the results!

domw

Moving the file into a different folder did help, I was also able to move it back and it remained online-only.

However, while it seems to now work for some files that gave me an error message earlier, some others still don't work, even when moving them to a different folder.

The app is not syncing and all permissions are enabled.

Megan

Hi @domw, no worries thanks for checking!

I went ahead and created a ticket on my end for you. Reply back to me, and we'll investigate further.

Thanks a bunch, see you there! 😇

ReisellCorp

Hey, I'm having the same issue as well with the "Unable to remove download".

I also think it's not syncing properly, as I used to be able to see the solid green checkmarks when things were available offline, a cloud icon when things were online only, or a green checkmark with white background when half the folder was online and the other half offline. However, I don't see those green checkmarks anymore. Just cloud icons.

Lastly, when I try to access an excel sheet I saved, it'll say "Sorry we couldn't find /Path/, is it possible it was removed, renamed or deleted?"

The thing is, I can access that same file, no problem on the dropbox app on my iPhone/iPad, but i can't on my Macbook. I've tried this on two different Macbooks, but it's the same thing.

I'm have Version: 243.4.6956

And I'm on MACOS: 26.3.1 (25D2128)

Walter

Hi @ReisellCorp - thanks for letting us know about this.

Can you please send us a screenshot of the exact error you're getting including the Dropbox desktop app's exact status as shown in your menu bar?

Are you able to click on the files with the cloud icons shown in your screenshot and make them available offline?

ReisellCorp

Hey, I've seemed to figure it out. It seems that I was auto updated to the File Provider version (Which is why the icons changed). I swapped back to Dropbox legacy, and everything seems to work fine now.

To answer your question though, incase other people with the same issue stumble upon this. This is the error I was getting when trying to make offline files, online-only.

I was able to make those online files, offline, but making them back to online was the issue ^.

Walter

Thanks for keeping me in the loop on this @ReisellCorp - much appreciated.

I'm glad to hear you managed to sort this out in the end and please let us know if anything else comes up in the future!

mathijsw

From the previous posts, my understanding is that this may be a File Provider issue. Or is this currently caused by a Dropbox feature that still needs to be fixed?

Reverting to the Legacy version does not seem like a future-proof solution to me.

What does Dropbox currently recommend using in this situation?

Neal

Hi everyone!

Thank you for sharing all of this feedback with us. I've discussed it with our File Provider team and this error is coming from macOS and not from Dropbox.

Changing a file from local to online-only does not go through Dropbox at all on FileProvider. Unfortunately Dropbox can't do too much to help here.

We would suggest reaching out to Apple about this for now.