Jay Dropbox Community Moderator

Hi @"GratefulUser", thanks for bringing this to our attention. What is the current OS and desktop app version that you're running? Could you attach a screenshot showing the desktop app when you click the icon in the system tray/menu bar? This will help me to assist further!

Hi @"liok", thanks for messaging the Community! It's possible that the virtual machines in question might not be supported fully, since you would need to install the app each time you login to it. Have you tried contacting the site you're using for further assistance on setting it up? Keep me posted!

Hi @"afoster002", thanks for bringing this to our attention. Are you referring to opening a file, or clicking the checkbox next to the file? This will help me to assist further!

Hi @"Garethahill", thanks for providing these details! This article should explain what the two icons mean when they appear at the same time. For those folders with the two icons, could you try again with marking them as available offline? If you have any further queries, feel free to message back.

Hi @"david gee", thanks for bringing this to our attention. The Dropbox Backup feature stores the files on a separate section of the site. Once it's synced there, the files can't be moved manually to the normal Dropbox site. If you have any further queries, feel free to message back.

Hi @"minikuti", this isn't a genuine offer, and it isn't possible to add 300 TB for life onto any Dropbox account. We appreciate the information regarding this site.

As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail. You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address…

Hi @"Sylau888", could you check for any payments (including both an invoice and receipt) on this page on your account?

Hi @"aksmith141", thanks for bringing this to our attention. Are you viewing this folder on the Dropbox site, or via your local machine? Could you clarify exactly what kind of 'sharing link' you sent to the person? Was it a file request link? This will help me to assist further!

Hi @"TWNTY1", thanks for bringing this to our attention. Is this the modification date as it appears on the Dropbox site, or on the local machine in Explorer/Finder? This will help me to assist further!

In that case, it would be best to contact them at this stage in order to assist further on their end regarding this matter, using the link from my previous comment.

From the new syncing icons, it looks like you're on the new version of Dropbox for Windows. I'd recommend contacting the support team directly for them to assist further on this matter.

In that case, it would be best to continue your troubleshooting with them, since they can investigate more details than we are able to over the Community.

I'd recommend disabling it temporarily to see if this is what is causing the file to return from being online-only. Otherwise, there is another app or service that, when you run it, requests the file or folder to be downloaded.

Yes, but an antivirus program can start a scan, or request details for the Dropbox folder, and the Dropbox desktop app would detect the request and then download the file. 

Thanks for the info, have you tried contacting the support team for them to investigate this in more detail on their end?

So, you don't have any other programs running in the system tray like security or antivirus software?

Hi @"EnzoDeCastro", thanks for providing these details. Do you have any apps or services that require files in these folders? This will help me to assist further!

Hi @"scotthatton", thanks for bringing this to our attention. If the file is being redownloaded, then it could be that an app or service is requesting access to the files in that folder. Could you try quitting all open apps and services and see if the issue is repeated? This will help me to assist further!

Do any of the folders have a syncing icon on them, indicating where these files might be, or do you believe they are in the Backup folders?

Hi @"René L.4", only files visible in the Dropbox folder would have sync icons. This means that items in the Backup feature, like Documents, Downloads and so on, won't have any sync icons.

Hi @"RPM10000", we can only recommend trying the download again, since it should be possible to download the file from the shared link. If need be, you can try a different network or computer entirely.

HI @"PARTNER", have you contacted the support team via email?

How many files do you have on your Dropbox account approximately?

Hi @"mm34", you could try forcing the file to render by changing dl=0 to raw=1. However, as this is related to how other software tries to preview shared links, there's little else we can suggest on how to make it work under their software.

According to the screenshot, the file is not available offline as there is no green icon there. Please could you mark the file as available offline first, and then try opening it again.

Hi @"Jo - The Well", thanks for the info. Have you tried replying to the support agent for them to assist further on their end?

What version of Mac OS are you running on your machine?

Hi @"Philip Kapadia", thanks for contacting us! The only method to download a link using the desktop app would be to add the shared link to their Dropbox account. Assuming that they have enough quota for the file, it would be added successfully and then the desktop app would sync it to their computer. This will help me to…

Hi @"DBM3", thanks for messaging the Community! Have you tried pausing the syncing in the Dropbox desktop application during the backup process to see if this helps? Keep me updated with any progress!