Hannah Dropbox Community Moderator

Hey @"dluptonmd", if you want to access your ticket and reply back to it, you can also do it directly from your email account; there's no need to sign in to the customer support portal. Just open your emails, locate the ticket by Megan and reply from there. 🙂

Hi again, @"Trudy Tran"! Regarding cancelling the signature request, the option you need to click is the "delete pending". You can see all the steps here. As for replacing a signer, you can only edit the signers if no one has signed the request yet; is it possible that someone already signed? Let me know and we'll go from…

Hey @"Trudy Tran", thanks for posting your question. At the moment, there is a feature which would allow you to set an expiration date on a signature request, however, it's currently in beta. You can see more info about it and request to participate through this page. I hope this helps, but let me know if you have any…

Hey @"24601", I moved your post under this related one. You can take a look at the info provided by Rich above, to clarify the situation. For context, these files are called AppleDouble files and more information on how to handle them can be found by searching for "apple double files" online. Are you on a Mac computer? And…

Hey @"Shug", thanks for posting! Dropbox doesn't offer the option to convert XML files, I'm afraid. You might want to look into a third party app/service that might be able to help you with this. Let me know if you have any questions about this.

Hey @"haikal", thanks for reaching out to us and sorry to see you're having trouble. Have you tried reaching out directly to our support team about this? You'll need to open this page through a private browsing window and click on the "can't sign in" option, then provide your info and submit the help request. Once you have…

Thanks for reaching out about this, @"drmarkellis". Do you see any "click here to sign in" message? Also, do you perhaps have any VPN, firewall or antivirus that might be blocking Dropbox? Try disabling them temporarily, to see if that helps.

Hey @"DonGlover", thanks for bringing this to our attention. Can you please clarify if you're having an issue when previewing the files on the Dropbox mobile app or when opening and editing them through the Excel app on your phone? Does this only affect .xlsx files or other file types too? If you can also send me a…

Ciao @"annalisacimmino", grazie per averci contattato! Hai forse cartelle condivise o file di backup che potrebbero occupare il tuo spazio? --------- Hey @"annalisacimmino", thanks for reaching out! Do you perhaps have any shared folders or backup files that might be taking up your space?

Happy to hear that, Alan! If you need anything else, please let us know. Have a wonderful week ahead!

Thanks for keeping us updated, @"gzamba"! I'm happy to see this is resolved for you. If you need anything else, please don't hesitate to let us know. Have a great week ahead!

Hey @"lisa40", thanks for posting your question to the Dropbox Community! What will happen when this migration takes place, is that your Google files will become .web files in Dropbox that point to the same file in Google Drive, so you can edit and share the file through Google directly. If you decide to not migrate them…

Thanks for your clarification, @"toonb". Do you still have access to the yahoo.com email address? You might want to reply here from that account. It sounds like we might need to switch to email, so we can have a closer look. Do you remember any file names? Or if you login to the yahoo.com Dropbox account, and go to the…

Hey @"RallyXS", indeed, in some cases a folder can have both a green circle with a white checkmark and a cloud icon beside it. This means that the folder contains at least one online-only file, but any newly added files will become available offline by default. Is this not the behavior you see on your end?

Thanks for this, Tone! If, as a test, you try to restore a previous version of one of the files, does that help? Also, if you download the photos from the website, can you open them locally?

I understand where you're coming from, @"capellifabio". Most issues such as this can be resolved when upgrading to the most recent version of macOS, if that's something that you could possibly do at some point. I will make sure to let our team know of your situation, though, and pass along your feedback. As for you,…

Thanks for checking back in, Kevin. What does the plan tab in your account settings report? Also are you using our desktop and the backup feature? If so, on a Windows or Mac computer?

Sorry to jump in here, @"NB14", but have you tried restoring these files through the deleted files page? And if so, are they getting restored successfully?

Hey @"KevinJ", is it possible that you're a member of a shared folder or that your backup files are taking up your space?

Thanks for trying, Matt! Can you also let us know which browser you mainly use and which version?

Hey @"toonb", thanks for posting your question today. When was the last time you accessed these photos? Have you been using the same Dropbox account ever since you uploaded them? Perhaps they're in a different account, under a different email address. I'd also suggest taking a look at your events page, to see if you can…

Hey @"tonekog", thanks for bringing this to our attention. No related issues have been reported, but let's see what we can find out about this. Do all these files have their file extension at the end of their name? Can you send us a screenshot of the errors you see both online and your local Dropbox folder? If you try this…

Hey @"hilje", thanks for posting on the Dropbox Community! If you'd like to delete a shared folder from your account, without affecting the other members, you can remove your access to the folder. I hope this helps!

We do appreciate your feedback on this, @"latelio", and I'm glad you were able to make your folders available offline; if you want your entire Dropbox to be available offline, you can do the same thing with the Dropbox folder itself as well. As for your other machine, what's the current sync status on that one? You can…

Hey @"tooontime", sorry to see you're having this issue. Can you try again and this time, disable backup and during the process, choose to "Keep content in folders on this Mac". Once the process is complete, restart your computer and then re-enable backup, if you want. Let me know how that goes.

Thanks for getting back to me, @"capellifabio"! You could perhaps create a symlink in the old location to redirect to the new one, if that's something you'd like to try, but that's pretty much what we can suggest at this time.

Thanks for this additional info here, Matt. Can you please let us know what your main browser is and which version you're using? Also, have you tried to clear the cache of the browser, to see if that helps? 

Oh, I'm happy to hear that, Kira! If you need anything else, please let us know. Have a great weekend!

Hey Chris, if you're using the Dropbox desktop app and you see a Dropbox option in your finder with the Dropbox icon on it, that's your Dropbox folder. You can make files available offline in that folder, or right-click on the Dropbox folder itself, to make all your Dropbox files available offline. However, regarding your…

For everyone that's still having this issue, can you confirmed that you've followed these troubleshooting steps? 1) Cleared the Dropbox app's cache 2) Uninstalled/reinstalled the Dropbox app and the appropriate MS Office app 3) Restarted the device 4) Made sure that your OS, the Dropbox app and the MS Office app are on the…