Jane Dropbox Community Moderator

Hey @"Thunderbird", apologies for getting back to you in delay & thanks for posting us on our Community on the matter. I’m just reaching back out to you to see if you’re still facing this syncing issue. If so, please do let me know here & we’ll take it from there. Thanks in advance! 

Thanks a lot for clarifying @"Sistersouth"! If it’s not too much trouble for you, can you please let me know what you see on the top of your screen right now? Is it our website (i.e. if you’re seeing this online, on the top of your screen you should have a line that reads something like: https://www.dropbox.com/h). Are you…

I’m positive that you’re doing your best Debbie, though sometimes tweaking settings a bit may do the trick. Let’s check a couple of things together below & we’ll take it from there! #1. If you’re having an issue previewing your .mov file on your account online, then trying the same action through a different browser or in…

Hey @"Sistersouth", thanks for posting us on the matter on our Community, I’d happily discuss the variables that may apply in a bit more detail below! For starters, are you unable to preview your videos on your account online or view them on your desktop once downloaded? Following, I’d appreciate it if you could tell me of…

I understand that this may frustrating to you at the moment @"hemituner", though please keep in mind that we can’t access your account specifics here for security reasons. Your best bet at the moment would be to pursue a resolution via your open email communication with my colleague. As you’ve accepted the invite to the…

Hey @"hemituner", as we can only work on account-specific matters via our Official Support channel (we’ll need to investigate sensitive account-related info in more depth), I’ve made sure to run a search on our system on my end, I’ve located your newest open ticket & I can see that you’re currently discussing it with my…

Hi again to all, This should be resolved now. Please restart your Dropbox desktop or mobile app and try again. Let us know if you are still receiving an errors or you're experiencing anything out of the ordinary & we can look further into it. Thanks to everyone for your reports & happy Dropboxing ahead! 

Thanks for the nudge @"rhelvey", I’ve made sure to reply to you on your open ticket! 

Thanks a lot to everyone for your reports! I’ve made sure to get in touch with you on my end via email, so as to investigate each individual case based on the details I have on my tools. It’s my understanding that despite the error message, your files are syncing to your account online as expected, though please do let me…

Great, happy to hear you got this sorted Alexis! :unicorn: For anyone else viewing this discussion, you may keep in mind that our app on your system tray (Windows) or menu bar (Mac) should look like the screenshots below: Once you hover your mouse over the Dropbox icon, you’ll see the syncing status (eg. Up-To-Date,…

Hey @"pellet", @"Spiff" & @"photover", thanks for getting in touch on our Forum & for letting us know of the troubleshooting steps you’ve followed so far! If I were in your shoes, I’d go with a re-installation, in order to create my local database again from scratch. If you’d like to go as per my advice, you could use the…

Hey @"AlexisMcLa", I’d happily send you some tips to fix this syncing issue, thanks for posting us on our Community! To ensure syncing works as expected, can you spare a couple of minutes to have a look at these pointers below? * Please make sure that you’re running our latest Stable version of the desktop…

Thanks a lot for your detailed description of the steps you’ve followed so far @"phildusart", I’d happily have an additional look on the matter with you! I’d like to point you towards third party apps that may be killing the updates in the background (eg. some users have reported that the application "Boxifier" blocks the…

Ah, it’s great to hear that you got this sorted with this easy fix @"alphi"! :slight_smile: You may keep in mind that unlinking & relinking your account on your desktop recreates the local database, so it's a great troubleshooting step you could use again in the future. Other than that, it’ll be a pleasure to work with you…

Hey @"zocland", are you uploading your videos through our website upload option by any chance? I’d suggest trying to upload your files using our desktop application instead (if you’ve installed it of course). Please note that if you place your videos inside your Dropbox folder, these should sync to your account online,…

Thanks a lot for circling back to us here Kim with this update! I’ve made sure to accept your last reply as a Solution, since you mentioned that this has now been fixed for you with this workaround. This way, other users experiencing the same behavior will find your post easily. I appreciate your contribution & it’ll be a…

Apologies for getting back in touch with you in delay @"kimbob", I’d happily have a closer look on the matter! For starters, does that happen with all your files or just some? I’m interested in checking the file extension, the filesize & how it appears on the browser you’re using. Could you please try your browser’s…

Hey @"Krys1", if you place the file inside your Dropbox folder, it should sync online, regardless of the filesize. Are you getting any error messages when you’re placing the file inside Dropbox on your desktop by any chance? Please keep us updated here, so as to further advise on next steps! 

Hey @"alphi", thanks for checking in with us referencing the previous discussion, I hope you’re doing well today! As I’d like to get a better idea of what you’re experiencing, would you mind sharing a screenshot of how the error message appears to you? You may keep in mind that in some occasions the solution may be…

Hey @"Juunas", you may keep in mind that each individual case should be best addressed on a private discussion (i.e. via our Official Support channel), as we'd need to access sensitive account-specific info in order to get a clearer picture of the space usage (& that’s mostly the main reason why we have a few active…

Hi again to all, I have some more info to share with you on your security-related inquiry that will shed some light on why you received this email from us. I can confirm that the email that you have received is a legitimate email from Dropbox. You were sent this message because you have recently attempted to log in to your…

Hey @"Shelley S.5", there may be some variables that could affect your iPhone uploads, let’s have a look below! May I ask if you’re uploading your files manually (i.e. using the “+” button) on your iPhone or using our Camera Uploads feature? Also, as @"AntonioC" mentioned in the first page of this thread, syncing can be…

Hey @"artaxerxes" & @"mcreardon7", thanks for your reports! In order to gather all relevant details & further assist you on the matter, I’ve made sure to reach out to you directly via email on my end, so please have a look at your inbox whenever you get a chance & I’ll make sure to promptly follow-up with you asap. I hope…

Hey @"Jeff D.", I’d happily check back on that with you, though I’d really need to point out that I do admire your thorough description! I’d just like to ask you whether you can replicate outside the Dropbox folder Jeff. If not, please do let me know here & I’ll make sure to look into that with you in more depth. Thanks in…

Hey @"frankmu", as this is an account-specific matter, I’ve made sure to run a search on our system on my end, I’ve located your open support request & I’ve made sure to reply to you there asking some details, in order to determine what’s happening together. Whenever you find some time, please check your inbox our latest…

Hey @"pedmunds", thanks a lot fo your ongoing cooperation while you were working with my colleagues! I’m just going to update this thread for future reference, as other users experiencing this issue may have a look at the solution that worked for you. Our higher level technician recommended that you rebuild your…

Hey @"buddyboy101", I hope my message finds you well! As a follow-up to your post here, I’ve ran a search on our system on my end, I’ve located your open ticket & I’ve notified my colleague handling your inquiry on your comments here. Please check your inbox for their latest message & keep them updated on that email chain…

If your files are set to “Online-only” (☁️) on your device, you shouldn’t be able to access them locally once you disconnect your Dropbox account from your desktop (though this should apply only to the files inside your Dropbox folder). As per @"Rod2"’s description on the previous page though, it was my understanding that…

Sure, let me clarify in a bit more detail below @"User4759"! Once you “Quit Dropbox”, the application is no longer actively running on your device, hence it’s a valid troubleshooting steps for us, so as to determine whether it’s affecting any other functionality. Your folderstructure remains intact on your device though &…

Thanks for reaching back out to me on this discussion @"User4759", @"annienar" & @"CNowell", I’ll do my best to follow-up with you & we’ll take it from there! For starters, I’m assuming that you’re all experiencing the same behavior @"Rod2" has described above. If someone is seeing something different or they have this…