Jay Dropbox Community Moderator

Hi @"Freddydoo", have you you tried contacting Google support for more information on this matter?

Hi @"JCplusULTRA", when you uninstalled and resinstalled the app, did you perform an advanced reinstallation?

Okay, could we try this now? After moving it to the other folder, could you access the file on the Dropbox site, and then move it to the original folder on the site, for it to sync down?

As it affects both the app and the website, the issue would either be software, in terms of an app or service on your PC slowing the connection to Dropbox somehow (perhaps there was a recent Windows update or security app update), or hardware, in that connections to Dropbox from that machine are purposely being restricted…

HI @"lnappa", I'd recommend getting in contact with the Dropbox Sign support team directly for further assistance. They would be better placed to assist you on this matter.

Do you mean a personal Dropbox Professional plan, or a Dropbox Business team? Could you have the admin contact the support team in order for them to receive the information required?

Could you try pausing the syncing in the desktop app, move the file out of the Dropbox folder, resume syncing, and then move the file back into the Dropbox folder?

Is this a laptop that can be easily moved to another stable, reliable network? Are you connected via WiFi or ethernet cable? If you can't move the machine, do you have another computer on your network which is also using the same Dropbox account? Does it also experience the same speeds when uploading data? From what you're…

Hi @"ttwny", just to clarify, is there nothing for your to recover from the deleted files page? Were these files and folders in shared folders? Are they owned by you or another user?

Thanks for the info, could you attach screenshots showing the steps you're taking to delete the backup from the site, and then showing the error message you're getting?

Hi @"Lordnine", just to clarify, do you get fast speeds when the app starts up, but then it slows down over time, or after a specific period of syncing? Do other devices on the same network experience this speed? Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting…

What size is the file that isn't syncing? Does moving it at all make any difference in the syncing?

Thanks for the info, unfortunately, as you were removed from this shared folder, it wouldn't be possible for the support team to recover the files within it. I'm sorry I can't be more helpful on this matter. If you have any other devices that haven't yet connected to the internet since you were removed from the shared…

Thanks for the info, were you signed into your paid account when you submitted the ticket to the support team?

Hi @"NOman334", as you saw the message 'You removed your access to the shared folder', this means it was definitely a shared folder, and not a private folder, since that message only appears with shared folders. You can test this yourself by deleting a private folder. It doesn't necessarily mean that you removed your own…

Hi @"lenpal", as this appears to be related to the software being used, which is somehow preventing the Dropbox links from appearing normally, I'd recommend contacting the developer of that app for further assistance on this matter. 

Hi @"Maple" Lab, thanks for bringing this to our attention. I'd recommend logging into your paid account and getting in contact with the support team directly for further assistance. Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system!

Hi @Chiaradam, thanks for bringing this to our attention. Do you get a blue link with an error log in it when trying to load the app? If not, could you attach a screenshot showing us what you're seeing? This will help me to assist further! --- Ciao @Chiaradam, grazie per aver portato questo alla nostra attenzione. Ricevi…

Could you try dragging and dropping those files to and from another folder to see if this forces them to sync somehow?

Hi @"ConniePauly", thanks for bringing this to our attention. I've removed the image since it contained a lot of personal information. From the looks of it, these files are not in a shared folder, which is why no one else can see it. Did you try to share any folder? This will help me to assist further!

Hi @"StigN", can you see which files these are from within the Dropbox folder by seeing the blue sync icon? Do they have any unsupported characters in the file name?

Hi @"addison123", essentially, yes. Any files you want in the Dropbox folder have to be moved there, separating them from the other files on your computer.

Could you check the selective sync preferences using the steps in the previous article I provided to see if those folders are unchecked?

Hi @"Dimitriu", thanks for bringing this to our attention. Are you referring to the selective sync feature? This prevents the folders from even appearing on your machine. This will help me to assist further!

Hi @"Crashburn M.", thanks for the info, could you try contacting the support team directly using this link to investigate this in more detail?

Hi @"ivan10grazie", are the files in a shared folder, or a private folder on your Dropbox account? Have you tried checking the Dropbox cache to see if the file is there, or in Excel itself for the 'recent files', to see if somehow it wasn't in the Dropbox folder?

If you're not receiving a reply, have you tried to send a new support ticket on the Dropbox site directly when logged into your account?

When you click the ellipsis, do you have the option to delete the backup? This would also free up your account of the 6 GB being used up by that old backup.

Hi @"langzi", could you try replying to the previous email you received for further assistance on this matter?

Seeing as the issue is with the Facebook site, we're not really able to assist further, since the files are visible in the Dropbox folder normally. I'd recommend contacting them for further assistance on this matter.