Hannah Dropbox Community Moderator

Hey @dappydarwin, just to confirm, can you use our payment lookup tool, to let us know if the email address shown as linked to the payment, is the same one you use for your Dropbox account? If it is, can we send you an email, to take a closer look?

Hey @Peter Marigold, I hope you don't mind if I join the discussion! I wanted to point out something very important about the size of your files. If you go to the Dropbox folder in your file explorer and right click on an "online-only" folder and choose "properties", you will see the size of the folder, but if you take a…

Hey @Habsfan, thanks for the update! Now that you reinstalled the Dropbox app, there is a small Dropbox icon at the bottom right of your screen on your system tray. I can see it in your screenshot, next to the computer's language and the WiFi icon. Can you hover over it with your mouse and let us know what you see?

Hey @FLSunshine, just to confirm, does the issue persist, while the Dropbox app is closed? That would mean that the issue is not actually Dropbox related. Can you also use these steps here, to remove/unsync some folders from your Dropbox folder, to see if that makes any difference?

Hey @shaneh, are you still having this issue? If so, is the only person that can see all the files, the one who uploaded them to the folders? And if that's the case, is their syncing finished - can access the files on dropbox.com as well?

Hey @Saiph, according to Microsoft, the reason for this issue could be related to antivirus programs interfering with DLL loading. Can you take a look at the article here, to see if it helps?

Hey @ColbyN, indeed, you'll need to keep making those files available offline manually. Have you tried freeing up some hard drive space, by making online-only files you no longer use, to see if that has any effect on the particular files that you constantly need to access?

Sorry to hear that you're having an issue with this, @kateriboucher. I'd suggest reaching out to our support team about this. You can email them at support@formswift.com directly.

Hi @alexjcrane, I hope it's okay for me to jump in here. Can you please just check if your computer meets the minimum requirements for the Dropbox app to work correctly?

Hey @ajay_dewan, I removed your shared link, to prevent unnecessary traffic in your account. Are you still having this issue? Can you please attach the screenshot in your next reply instead? 

Hi there, @CptDreadRoberts, thanks for reaching out to the Dropbox Community. Can you please give us an idea of what that message was? Was it a legit message or is it possible that it was some kind of spam/phishing attempt? A screenshot, hiding any personal info, would be really helpful, if you could send us one. Thanks in…

Hi there, @FungusSausage, thanks for reaching out to our Community. Can you give us some info on how you transferred/added these files to your Dropbox? Is the issue present on both the ChromeBook and the Linux computer? Also, are you able to open the image files on the ChromeBook as normal, despite the thumbnails not…

Hey @DwightG, thanks for bringing this to our attention. Can you send us a screenshot of your settings, to show us that this option is missing? Keep in mind that to set this feature up, you need to be logged in to your account online, not the desktop app. Thanks in advance!

Hi again, @"Brucknerphile"! Have you restarted your computer since enabling the "online-only files on Mac" setting? Also, if the issue persists after the restart, can you right-click on a folder, make it "available offline" and then switch it again to "online-only", to see if that makes a difference?

Hey @"jenfrentz", thanks for reaching out to us. Is it possible that it was an external drive that you backed up to your Dropbox instead? What do you see in your backups page?

Happy to hear that, @"GeertS"! Let us know if you come across any issues or have any questions. Have a wonderful weekend!

Happy to hear that, @"staci22"! Hopefully, that'll do the trick and fix this for you. Keep us updated.

Thanks for the ticket numbers, @"staci22". About the version of the app, if your Dropbox folder is in ~/Library/CloudStorage, then you're using the File Provider version. Also, I see that your second ticket was actually sent to our specialists, so I've added your comments here as well and raised the priority of the ticket.…

HI again, @"jblankenship". Were these files added to your personal account through your local Dropbox folder or did you use our website to drop them in? If you used the Dropbox folder, did you confirm that the files synced to the account? Meaning, were you previously able to access them from your account on dropbox.com or…

Hey @"AnnaB24", can you have your recipient add no-reply@dropbox.com to their email contacts, to see if that helps? Also, this is a list of email domains that Dropbox uses in an official capacity, so have them make sure that none of them are blocked or black listed.

Hey @"GeertS", the process outlined in this article is the official Dropbox process that helps you save email attachments to Dropbox. Are you having issues with this process?

Are you able to locate your tickets through your email account, @"crover23"?

Thanks for bringing this to our attention, @"staci22". Are you using the File Provider version of the Dropbox app? How many files are currently in your Dropbox folder? Also, you mentioned that you contacted our support team; can you please give us the ticket number for your communication, so we can take a look? Thanks.

Thanks for reaching out to us, @"AlisonRose". Are you having this issue with other browsers as well? Also, if you download the file, to open it locally, do you see the entire file as normal? Let me know what you find.

Sorry to see that you're having this issue, @"Brucknerphile". What is the current sync status of the Dropbox app, when you hover your mouse over the Dropbox icon in your menu bar? Also, is the "online-only files on Mac" option enabled in your account settings here? Let me know and we'll go from there.

Hey @"jblankenship", I'm not very clear on what happened exactly; did your company just change the email address associated with your already existing account? Or did they create a new account for you? Did you check your events page, like Mark suggested, while logged in with your personal email?

I'm happy to hear that, David! 🙂 If you need anything else, just give us a shout. Have a great rest of your day!

Hey @"axspivey", welcome to the Dropbox Community! It sounds like our backup feature might have been enabled on your computer. Do you see these files in your backups page here? Keep me posted.

Thanks, Alan. Can we send you an email, so we can look into this internally?

Yes, the paid account needs to be linked to the computer, indeed. Are you not getting prompted to sign in, after you signed out of the free account? Is it possible to send me a screenshot of what you see after you sign out?