Hannah Dropbox Community Moderator

Thanks for checking, @"csrbloodbot"! Since it works on a different browser, this may be the result of a security setting or a plugin that you have installed on your browser. I suggest restoring your browser to its default settings and disabling any browser plugins. If that doesn't help, make sure to clear your browser's…

Thanks for that, @"Mitz1". The app should be syncing as normal. And it's definitely strange that you can't open the files online. Have you tried restoring one of the files that gives you this error to an older version, to see if it opens then?

Not a problem, @"Mitz1"! Did that help you figure out the issue? If you still need help, let me know what you see when you hover over that icon, so I know the app's sync status and version and assist you further.

Hey @"nashvilleattorney", thanks for joining our Community! Just to make sure we're on the same page, do you mean that you had a Dropbox Standard plan (5 TB) and then upgraded to the Advanced plan (15 TB)? Both are considered team plans, so I just wanted to be sure. Can you check your plan page here to see the exact plan…

Thanks for the update, @"csrbloodbot". Which link are you clicking on? If you simply open the Dropbox page and click on the "log in" option at the top right corner of the page, are you able to log in? If not, try from a different browser or a private browsing window and let me know if it helps.

Thanks for keeping us updated, Tim! I'm happy to see that you managed to figure this out. If the issue reappears when you're not using this VPN, please let us know. Have a great day!

Perfect! Indeed, the new version of the Dropbox app came out a few hours ago, so I'm glad to see that your issue was fixed with the new update. If the issue comes back or if you need anything else, don't hesitate to let us know!

Thanks for the update and the screenshots, @"Mitz1". From what I can see on your first screenshot, you do have the Dropbox icon in your system tray. It's not in the list of hidden icons, it's the one right next to your WiFi icon; can you hover over it with your mouse and let us know what you see?

Thanks for the update, Tim. How about when connecting to a completely different network, would that be something you can possibly try?

Hey @"colinm", I think Dell might be referring to the Dropbox icon in your system tray. Can you right-click on in and let me know what options you see?

Hey @"csrbloodbot", thanks for letting us know about this. We do appreciate your feedback about the forum. I've made sure to pass it along to our team. Now, as for your issue, can you clarify what it is exactly? Are you getting some kind of error message when trying to sign in to your account through Firefox? Is the page…

Thanks for bringing this to our attention, @"timjones514". When you say that the app opens when not connected to the internet, can you please clarify? Are you referring to the Dropbox folder or the small Dropbox icon in your system tray that opens the app's preferences? Does that icon appear when you re-connect to the…

Hi there, @"TomGConsultingLLC"! Thanks for your post today. While there is no way to create category separations in a folder, off the top of my head, what you could do is create different subfolders to organize your files in them. You can also take a look at our automation options in case that helps you as well. I hope…

Hey @"Здравко", thanks for your patience here. I just sent you an email, so we can investigate this on a deeper level. See you there!

Thanks for the update and screenshots, @"MsDClark". Can you try these steps for an advanced reinstall of the Dropbox app to see if they help?

Would you mind clarifying what you mean by "unrecoverable", @"z1717"? I mean, it will definitely be hard to break them up in batches and download a few at a time, but have you had issues downloading them that way?

Hi there, @"Grahame31", thanks for taking the time to post to the Dropbox Community. I completely understand where you're coming from here, so let's see how we can help! Firstly, I want to look into your syncing issue; if you're adding files using your desktop, but they're not syncing to your account online and other…

Hey @"jjwithers", would you mind following these steps to see how much referral space you've earned? That should clear things up.

Hey @"z1717", thanks for joining our Community. To cut to the chase, other than downloading your backed up files from the backups page online, there's no way to recover them through Dropbox. I understand it's not an ideal situation to have to download large/many files through that process, so rest assured that I've passed…

Hi there, @"markaudacity", thanks for bringing this to our attention. Your last note makes me think that this might not be 100% Dropbox related, but let's see what we can find. Can you please follow these steps to make sure the correct setting is enabled? * Click the Apple logo in the top left corner of your screen. *…

Hey @"SteveSalmonFBIS", thanks for your post. Hopefully Mark or another user will get back to you on that one, as there's no official Dropbox way to do this. I'll leave the thread open for anyone who wants to share their experience and suggestions. Cheers!

I see, thanks for checking, @"paparubino". In that case, I'd suggest reaching out to our support team directly. You can do so from this page, but you'll need to open the link from a private browsing window, and submit your request without logging in to your Dropbox account. Once you have your ticket number, please post it…

Hi there, @"paparubino", thanks for your post. Basic accounts are free indeed, so let's see what we can find out about this. Was this charge a credit card one? If so, go to this page to look up the payment to see if the email address of the paid account is the same as the one your free account is using. Let me know what…

Hey @"jmcken", I hope it's okay for me to jump in here. We appreciate the screenshots and the details! Can you let us know what the location of your Dropbox folder is, as it appears in the "sync" tab in your Dropbox app preferences? Also, when this behavior changed (around Sept 26), do you remember the app prompting you to…

Hey @"rsh", thanks for reaching out to our Community! Strange case here, but let's see what we can find. Can you clarify the following? I created an account (using the same email address) on a third (windows) computer Did you actually create a new Dropbox account and sign in to that on the third computer? Or did you just…

Hey @"Dweb", thanks for your post! When it comes to our shared links, there is actually no way to stop someone from using the "copy to Dropbox" option. Depending on your plan, you might have the option to disable the "download" button, but you mentioned that you want them to download the files and that won't stop them from…

Thanks for letting us know about this, @"George C.34". Can you clarify if you're getting this error when opening Office files from your local storage (file explorer) through the Office apps or through the "Office for the web" integration on the Dropbox site? You mentioned in the info you provided that you don't have the…

Always happy to hear good news, @"rosakis"! Thanks for keeping us in the loop and for sharing your update and what fixed it for you. If you need anything else, don't hesitate to let us know. Have a great day!

I see and thanks for the update, @"Marino_2026". Unfortunately, since the manufacturers of this app built the integration themselves and it's not an official Dropbox one, there's not much more info we can provide on our end. Perhaps you can push back and ask them to make sure their integration works correctly, but other…

Welcome to the Dropbox Community, @"Marino_2026"! Since this is a third party app and not an official integration we can support, I'm afraid there's not much we can suggest other than what you've already tried. Have you reached out to the third party app's manufacturers for further assistance? I will, of course, leave the…