Hannah Dropbox Community Moderator

Hey @"Chitown "and happy Monday! Can you check if you're still having this issue?

Hey @"Anjali Lisa", thanks for the ticket number. I can see that your case is with our specialists. I've passed your comments along to the ticket and raised the priority of the case, so you'll get an update really soon. I hope this helps.

Hey @"Frank P E.", is there any update on the situation as of today?

Happy to hear that this worked for you, @"Kino A."! If you need anything else, please let us know. Have a great week ahead!

Hey @"kbabby", thanks for bringing this to our attention. Can you let me know which exact version of the Dropbox app you're using and what the current sync status is? You can see that by hovering over the Dropbox icon in your menu bar. Can you also send us screenshot of your current right-click options? Does syncing work…

Hey @"Nicolas Miranda", thanks for bringing this to our attention. Can you hover over your Dropbox icon and let us know the exact sync status and version of the Dropbox app? Do you currently keep your Dropbox folder on an internal or external drive? Let me know.

Thanks for the update, Jacob. Can you also try these advanced reinstall steps, to see if they help?

Hey @"abhi_0743", thanks for reaching out to us and sorry to hear about your files. I'm afraid that if your files were deleted more than a month ago, there's not much we can do. Upgrading won't allow you to restore them either. How long was it been exactly? Keep me posted.

Thanks for letting us know about this, @"jacob m". Can you please check this article that has some troubleshooting steps for this error and let us know if it helps? Thanks.

Thanks for the reply, @"Kay39". If you're looking for some kind of UI for the Dropbox app, the only thing you'll find is the sync history/preferences tray window, which should open when clicking on the Dropbox icon in your system tray. But the app is indeed necessary for the files to sync, i.e. get uploaded to your…

Thanks for the update! The Dropbox app is basically what creates the Dropbox folder, and it's necessary for the files to get synced; without the app, the Dropbox folder is just a normal folder on your computer. Can you check the steps in this article, to see if they help you uninstall it?

Thanks for the nudge here, @"Kay39". Without the Dropbox application, any files you add to the Dropbox folder won't sync to your account. If the Dropbox icon isn't responding, can you please uninstall the Dropbox app, reboot your computer and then reinstall it, to see if it helps?

Thanks for bringing this to our attention, @"Grl4Sprt". Is it possible that some kind of third party app is accessing files in that folder, resulting in this error? Can you restart the computer and try again? Keep me posted with the results.

Thanks for sharing your experience, @"xjlevx", I'm glad to see it was resolved. Let us know if you need anything else.

Hi again, @"Buck5271". First of all, let's not delete anything just yet, we need to make sure we don't lose any files, but we'll get to the bottom of this. If you don't see a Dropbox icon in your taskbar/system tray on your computer, it means that the Dropbox application (that syncs your files to your computer) is not…

Thanks for trying that, @"Birsay1". Can you also follow these steps and let me know if they help? * Click on the Apple logo located at the top-left of the screen. * Click on "System Preferences". * Click on "Extensions". * Click on "Finder Extensions". * Only leave the Dropbox Finder Integration ticked. * Once this is…

Sorry to hear about this, @"Octave Music" and @"pepepepe". Have you tried reaching out to our support team on your end, so they can investigate your issue? As for you @"nraihani", can you please give me your ticket number, so I can take a look?

Hi @"xjlevx", since I can see you're looking into this with Megan here, please make sure to follow up when you can. Now, I'm sorry to hear about your experience @"margotgommers". From my side, I can see that the ticket that was initially created, was escalated for further review. Since there was no response after a period…

And you can't see them in the "folders" tab in "Shared" either? Were they simply deleted or permanently deleted?

Hey @"iceziz", we checked with our team and they wanted to let you know that they're aware of this issue and it's currently being addressed, so it should be resolved soon. Thanks for reporting it!

Hey @"tyrannicaltimes", sorry to see that you're having this issue. Since the thread you posted in was pretty old, I created a new thread with your post and let's get right to it! Were the folders in question personal/non-shared folders or were they shared? If so, do you see them here perhaps? Let me know what you find.

I see, thanks for that, Frank. Since the folder is not in the usual places and due to the nature of the issue which requires access to specific account info, I would suggest reaching out to our support team. They'll be able to access details and guide you accordingly. Let us know what happens or send us your ticket number,…

Hey @"Buck5271", thanks for bringing this to our attention. Can you please describe the steps you're following? Are you plugging your phone in to your laptop or are you using the Camera Uploads feature directly from the Dropbox app on your phone? Any additional info on your process, will be really helpful. Thanks!

Hmm, do you know who the owner of the folder was? Do they or any other member still have access to it?

Hey @"Frankrichter1982", thanks for the additional info. Have you tried searching the account for the folder using the search bar? Did you check your "shared" page that Nancy mentioned above?

Hey @"bgillespie12", thanks for reaching out to the Dropbox Community. If I understand correctly, you chose to create your Dropbox account using "Sign in with Apple" and the "hide my email" option. The email address that's generated when you do this, is generated by Apple, which allows you to sign up for third-party sites…

Hey @"stevethegil", do you mean that after changing the settings in the article that Jay provided, the already uploaded photos were automatically converted from .jpg to .heic? Is this what you see in your account online as well? If so, you can use these steps to convert them back to your desired file type.

Hey @"Greggrz", is this after you tried the steps I gave you above? Have you reached out to our support team about this at all?

Thanks for the update, @"Mdearing3540". Is the Dropbox app still installed on your computer? Also, are you using a Windows or a Mac device?

Thanks for the update here, @"fpwilson3". So, if you check these folders back, they will indeed sync to your computer again, but they should sync as online-only. Do you see that they're syncing as available offline and taking up your space? And if you sync them back and they take up space, can you right-click on them and…