Hannah Dropbox Community Moderator

Hey @"Mickael L.", does this mean that the "view sync issues" option now shows you the exact issue? Can you send us a screenshot? Also, do you see the particular files in your account on dropbox.com? 

Hey @"Jan Sobieski", thanks for posting your question. This is more of an Apple related question, to be honest, but I've looked online and found this and this article. I hope they help, but if not, I'd suggest reaching out to Apple for more info. Cheers!

Hey @"FeRDNYC", thanks for posting to our Community. We appreciate your feedback and you taking the time to let us know about this. I've alerted the team and the page will be updated appropriately. Thanks again.

Thanks for the links, Kathy! I removed them to avoid unnecessary traffic on your account, since this is a public forum and posted the screenshots for our convenience. Can you let me know if you're able to open and edit your Office files in your account on dropbox.com?

Hey @"Laffi", what does your events page show about this whole thing?

Hey @"KathyMc4", if you're having trouble attaching the screenshot, you can also send us a shared link to the screenshot.

Hey @"hyunjoon12", thanks for the additional info and screenshots! Was your computer's OS recently upgraded by any chance? Also, when you hover over your Dropbox icon, apart from the sync status, which version of the Dropbox app does it show you?

Thanks, @"Tomajev"! I just reached out to you, so we'll continue investigating there.

Thanks for the info, @"Marc von Amsberg". Does the Dropbox application on that computer sync files as normal? What do you see about your backups when you click on the Dropbox icon in your system tray? And are all the entries about the backup in your first screenshot referring to that PC?

Thanks for that, Anya. Have you reached out to our support team about this yet? If not, you can do so from this page. Let us know when you have your ticket number.

Thanks, Sarah. Are you sure you're looking at the correct Dropbox icon? You'll need to hover over the small one at the bottom right corner of your screen, by the clock. That should give us some more info about the red x icon you mentioned.

Hey @"anyajohnston", sorry to hear that. Can you give us some more info? Which version of macOS and which version of Dropbox are you using? You can see the latter by hovering over the Dropbox icon in your menu bar.

Hey @"Marc von Amsberg", thanks for reaching out to the Dropbox Community. Is this a screenshot of what you see in your backups page online? What about the device itself? What do you see when you go to the backups tab in the app's preferences on that computer? Let me know and we'll go from there.

Hi there, @"kaelsidhe", thanks for posting your question! Can you give us some more info on how your co-worker shared the doc with you? Did they send you a shared link? And was it a "view-only" link or a "can edit" one? To edit the document, did you need to copy it to your Dropbox first? Let me know!

Thanks for your post, @"Sarah L.29". The first thing you need to check in this situation, is the sync status of the Dropbox application on your new computer. You can do that by hovering over the Dropbox icon in your system tray with your mouse. Also, when you say you can see the files, but can't download them, do you mean…

Thanks for bringing this to our attention, @"Octave Music". Does the app restart on its own after it silently crashes? Or are you manually restarting it? Does restarting your computer help at all?

Hey @"Sir_Caramel", have you tried creating a new user profile to see if the issue persists there?

Hi there, @"Trikuta_Infotech", welcome to our Community. Can you please clarify the state of the files when you try to open them? Meaning, are they set to "available offline" or "online-only"? If they're online-only, please right click on them and choose to make them available offline; does it help? Keep me posted.

Hey @"massacre", I'd also make sure I'm looking at the correct Dropbox account. Oftentimes users accidentally create new accounts, but their files are in a different account, under a different email address. 

Hey @"MFRuckuss", before we send you an email, I wanted to let you know that there's a new version of the Dropbox desktop app out, v. 220.4.4126. Can you check if the app has been updated on your computer? Also, keep in mind that if we need to email you, we will need to use the email address associated with the account…

I'm glad you were able to restore most of your files, Rebecca! If you need anything else, please let us know. Have a great day!

Hey @"Andrew-H", thanks for your post. Since it's been a long time since you posted on your initial thread, I moved your reply to a thread of its own. Can you let me know which macOS version and Dropbox version you're using? How long after you've switched a file to "available offline" does this happen? Thanks in advance.

Thanks for the update here, @"Sir_Caramel". Do you have the Dropbox icon in your system tray at the moment? If so, what do you see when you hover over it with your mouse?

I completely understand, @"Mkojiro". I just emailed you and we'll continue there.

Hey @"nraihani", thanks for the nudge here and sorry to hear about your experience. Since here on the Community we don't have visibility into your account info and in order to have this investigated further, I'd definitely suggest contacting our support team directly. I understand this is a process you went through before,…

Hey @"rebeccamac", thanks for reaching out to us. If you were the one that created and shared the folder and you're on the Dropbox Professional plan, you should be able to restore the folder, yes. Do you see if it your deleted files page or your "shared" page here? Let me know what you find.

That's pretty strange indeed, @"Mkojiro". In that case, can we send you an email, so we can investigate this further?

Happy to hear that, @"asd saiyan"! If you need anything else, let us know.

Just to confirm, you're hovering over those options with your mouse, right?

You'll be able to find our offline installer here. Let me know how it goes.