Hannah Dropbox Community Moderator

Hey @"Ioan Vlad V.", do you remember the steps you followed to resolve this on your end, to see if they are helpful to @"ct" as well? Were they perhaps these ones?

Hey @"Robert T.30", sorry to see that you're having this issue. Can you please send us a screenshot of the error, so we can have a visual as well? Also, what's the Dropbox sync status and version on your computer? You can see that by hovering over the Dropbox icon in your menu bar. Thanks in advance!

Thanks for the additional info and the ticket numbers, @"Coley". I can see that your case has been sent to our specialists on a different ticket, so make sure to keep an eye on that email thread for any updates from the team. I have raised the priority of your case, so you'll be getting a response the soonest possible.

Hey @"jazzmonger", thanks for posting to the Dropbox Community. There's no automatic way to do this, but if you're using the Dropbox desktop app, you can always manually copy the files from your Dropbox folder and paste them to a different location, or if you're using the website, you can simply download the files to your…

Hey @"DAVEN L.", sorry to jump in here. If you're on your phone and you'd like to send us a screenshot, you'd need to request the desktop version of the Community, to see the upload button. Also, are you on an iOS or Android device and on the latest version of both your OS and your Dropbox app?

Thanks for the screenshot, @"buroz". From your screenshot, it appears that your files don't have any sync icons on them; is it possible that the Dropbox app is not running on your computer? If you hover over the Dropbox icon in your system tray, what do you see?

Sure thing, @"deletemeplease", I just sent you an email, so we'll continue there.

Hey @"Rashard", sorry to see that your files are also missing. Have you checked your deleted files page and your events page, to see if you can find the files?

Sure thing, Sam, I just emailed you, so we'll continue working on this there.

Thanks for the additional info and screenshots, @"GraniteConsulting". Can we send you an email, so we can look further into this?

I see, thanks for the update, @"deletemeplease". In this case, can we send you an email, so we can take a deeper look into the issue?

Hey @"maxwurr"! Did you check the Dropbox system extension setting that Jay mentioned? Was it already enabled?

Hey @"PRFS", thanks for taking the time to post to the Dropbox Community. We really do appreciate your comments on this and rest assured that your feedback will be passed along to our team. One thing I can think of is to try these steps and to see if you can perhaps try to just move the items down on the list, so they're…

No worries, then, can we send you an email on our end, so we can take a closer look?

Sorry to hear about this, @"deletemeplease". Have you tried from a different browser or a private browsing window to see if that helps?

안녕하세요 @"leesangwon" 님, 이 문제로 인해 안타깝게 생각합니다. 이에 대해 결제 페이지에 무엇이 표시됩니까? 거기에도 이중 청구가 보이나요? 그렇지 않은 경우 결제 조회 도구를 통해 청구 내역을 확인해 보시기 바랍니다. 두 요금 모두 동일한 Dropbox 계정에 대해 청구된 것으로 표시되나요? -------- Hey @"leesangwon", sorry to hear about this issue. What do you see in your Billing page about this? Do you see the double charges there as…

Sorry to jump in here, @"Leahmbiot". Is it possible that you are now on the new Dropbox for macOS on File Provider, that moves your Dropbox folder to ~/Library/CloudStorage? Perhaps that what happened.

Hey @"MukiwaNigel", thanks for reaching out! While you can't access your old computer's desktop files from the Dropbox folder of your new computer, if you'd like to set up automatic backup of your new computer's desktop folders, you can follow these steps. And if you want to access the desktop files of the old computer…

Hey @"samtheman326", sorry to hear about this. Just to confirm, did you also check your spam folder? If it's not there either, I would suggest going to this page from a private browsing/incognito window and submitting a help request to our support team, so they can assist you further. Once you have your ticket number,…

Thanks for the update! Can you also send us a screenshot of how the files appear in your Dropbox folder? What kind of sync icons do they have on them?

Hey @"brianm1", that's not currently possible, but your comments have been sent to our team, so thanks for the feedback here. If you need anything else, please let us know.

Can you please send us a screenshot of this error, so we can have a visual as well?

Thanks for the screenshot, @"beyon"! Does syncing work otherwise? If you add a file to your Dropbox folder, does it sync to your account on dropbox.com? Also, what's the location of your Dropbox folder? Is it in your User folder or in ~/Library/CloudStorage?

Hey @"sls2015", thanks for bringing this to our attention. Do you get the same behavior when you do this on other browsers or private browsing/incognito windows as well? Keep me posted!

Hey @"ProfCJJ", sorry to jump in here as well. Can you let us know a bit more about how you set up Dropbox to sync the Dropbox folder in your external drive? Also, which version of the Dropbox app are you using?

Sorry to hear about this, @"beyon". Can you send us a screenshot of the options you do see, when you right click on a file in your Dropbox folder? Also, what's the sync status and version of the Dropbox app on your computer? Hover over your Dropbox icon to see this info. Thanks!

Hey @"Tcaud", thanks for posting your question and happy new year! If you want to create folders in your main Dropbox and not within an already existing folder, all you have to do is go to your "all files" page here and click on the "create" button at the top of the page. Then, choose the "folder" option, to create and…

Hey @"johnny32", thanks for reaching out to the Dropbox Community and happy new year! Can you please clarify how Dropbox comes into play here? Are you trying to import files from Dropbox to WeVideo? If you're using the Dropbox website, can you try from a different browser or a private browsing window, to see if that helps?…

Hey @"Enrico P.3", apologies for the delay here, I hope you had fun during the holidays! I'm afraid that this does not necessarily have to do with the file itself, but whether or not the app or service you're opening it with, has the feature to be able to 'read' the content of the file. Once the file is downloaded from…

Hey @"keithswd", sorry for the delay here and happy new year! I would have to agree with Jay in this. Since this happens only with this specific file type, it would be simply due to not being able to pull/generate a preview through Dropbox, when the file is online-only. We appreciate your feedback, though, and I'll happily…