Hannah Dropbox Community Moderator

Hey @"Phil W.9", thanks for the nudge here and sorry to see you're having trouble scanning your files with the Dropbox app. Have you tried clearing the Dropbox app's cache from the settings, to see if that helps?

Hey @"vas1992", thanks for reaching out to us today. I understand you're trying to pair a Dropbox Business account with an individual one. Can you open a different browser or a private browsing window, sign in to either the Business account or the personal one and follow the steps here, to see if they help? Keep me posted.

Hey @"flaviomuff", sorry to see you're having trouble with this. Do you mind if we reach out to you via email, so we can investigate this internally?

Sorry to jump in here, @"Podblast". I know you're not getting any error messages, when trying to set up the backup, but can you follow these troubleshooting steps (when applicable), to see if they help?

Can you send me some screenshots showing this discrepancy, please?

Thanks for the update here, John, this does seem strange. If you create a file in the Word app and then save it to your device, instead of Dropbox, does it look correct? And if you then save it to Dropbox? What do you see?

Hey @"dustym17", sorry to jump in here! To clear the cache on the Dropbox app, you can open it, tap on "account", then on the gear icon and then on "clear cache". Also, when you initially save the Word doc to your Dropbox, are you able to preview it in Dropbox, after it's uploaded? And do you see the same thing, if you…

Hey @"Csansom001", does that mean you're trying to install the Dropbox app on a virtual machine? And can you let me know exactly what kind of error message you got? A screenshot of the error would be really helpful. Thanks!

Not a problem! Hmm, perhaps the desktop app is still trying to sync the deletions you made. Can you check the sync status of the application, by hovering over the Dropbox icon in your system tray/menu bar with your mouse? And you can see how to calculate the size of a folder on our website, by following the steps in this…

Hey @"NiK1978", sorry to jump in here. What my colleague suggested is a way to avoid the 0kb files, but let's see what we can find out about the current situation. How exactly did you initially upload the files? Just drag and dropped them from iCloud to the Dropbox folder? And where do you see this behavior? Locally on…

Hey @"dhkaplanoh" and @"dhicksonjr", before we send you an email, can you also check whether it's a shared folder that might be taking up your space? Shared folders count against the quota of all the members accessing them, so make sure to check for that too. If not, let me know and I will email you!

Hey @"dluptonmd", I have access to the entire thread, but I never sent you an email. Did you perhaps reply to the email notification about my reply here on the Community? I wouldn't have received your email reply, if that's the case. Would you mind attaching the screenshots here? You should be able to see a little camera…

Hey @"funkmaverick", thanks for bringing this to our attention. Can you let us know if the app is working correctly otherwise? Meaning, will it sync your files online, if you add them to the Dropbox folder and vice versa? Also, can you make sure you have selected the Dropbox icon to appear in your menu bar, by following…

Thanks for that, Toby! I see the previous ticket is now closed, so I just created a new one for you, and we'll continue from there. Cheers!

I haven't actually sent you an email, @"dluptonmd". Did you reach out to our support team about this maybe? If so, can you send me the ticket number of the communication, so I can look it up?

Thanks for the update here, @"Floche"! The Dropbox website will show you exactly how much space the files saved to our servers are taking up. If you see a different size locally, could it be that you used selective sync, to remove some of your folders, so they don't take up your ****** drive space?

Hey @"belorecu", I see that you're in contact with another member of our team. She will reply to your email very soon, so that you can get to the bottom of this. Let me know if you need anything else.

Thanks for the update, @"Yusufi123". Would it be okay, if we reached out to you via email, so we can investigate this internally?

That's great, I'm happy to hear that, @"dmkkg"! If you need anything else, make sure to let us know. Have a wonderful week ahead!

Thanks for the update here, @"dmkkg"! Hmm, it might be that PC2 is the one with a syncing issue then. Could it be that you have an older version of the app installed? What version do you see when you hover over the Dropbox icon in your system tray on PC2? The most recent stable version of the app is currently the…

Hey @"alckc", sorry to jump in here. If you did not upgrade your account with Google Play/iTunes and there's no "cancel" option in your account settings online, it sounds like you're signed into the wrong Dropbox account. You can use our payment lookup tool, to find the email of the paid account, so that you can login and…

Hey @"BernardIE5317", thanks for bringing this to our attention. Have you tried previewing this file on a different browser or a private browsing window, to see if that helps? And is it animated if you download it and open it locally? Let me know what you find.

Hey @"Kunal", thanks for joining us on the Dropbox Community. Since the app seems to be working correctly, apart from the Dropbox icon missing, can you try the steps here, to make sure the Dropbox icon is selected to appear in your menu bar? Let me know how that goes and we'll go from there.

Hey @"dluptonmd", thanks for bringing this to our attention. Would you mind sending over a couple of screenshots showing how the file appears in Dropbox in comparison to the Word app? And can you also clear the cache of the app, from the app's settings, to see if that helps? Keep me posted.

Hi there @"Floche", thanks for letting us know about this. Is it possible that you have signed in to two different Dropbox accounts on these devices? Meaning, do you see the same email address on the Dropbox website, when you login from your computer here, as on the mobile app? And also, what do your account settings…

Hey @"ak30", thanks for bringing this to our attention. I moved your post to this relevant thread. Can you take a look at Walter's reply here, try his suggestion and let me know if it works?

Hey @"dustyanalogue", can we actually reach out to you via email, so we can investigate a bit further?

Hey @"DerDa81", sincerest apologies for the delay here. Just wanted to close the loop and confirm that indeed, only logged in users can change the status of a video. If you have any questions, let us know!

Hey @"iancackett", thanks for posting your question to our Community! We are indeed currently still in the process of rolling out the updated Dropbox for macOS app, which will provide full support for online-only files. The update will not be rolled out to all Dropbox users at once, but rest assured you will receive a…

Hey everyone! To those who have flagged this with us, we want to confirm that this is actually a legit Dropbox email, so it's nothing suspicious. You can either ignore it, as it must have been sent out in error, or even click the "unsubscribe" option at the bottom of the email. If you want to confirm that your account is…