Jay Dropbox Community Moderator

Hi @"stdjmax", thanks for bringing this to our attention. According to the referrals page, what is the current status of their referral? This will help me to assist further!

Hi @"GennadyKarasev", thanks for bringing this to our attention. At the bottom of the email, is there any option to unsubscribe from these messages you're receiving? This will help me to assist further!

Hi @"NBotanicGarden", are you uploading files via the Dropbox site directly, or by moving them into the Dropbox folder on your machine?

Hi @"tntgalx10" , thanks for bringing this to our attention. Have you checked the sync issues option in the Dropbox desktop application? Do any of the files have invalid characters in the file or folder name? In the Dropbox folder, do the files have green icons, or any other icons? This will help me to assist further!

Hi @"Daleckerman", thanks for messaging the Community. Could you clarify how the app works, does it encrypt entire folders, or file? How does it hide them from Dropbox? Have you contact the developers of that app for further assistance with your query? This will help me to assist further!

No, as mentioned previously, since you received a refund, your account should already be back on a Basic plan. The screenshot only confirms the refund was related to that older transaction for that specific period, and doesn't mean that your account cannot be upgraded until 2024. You can confirm your current plan from this…

Hi @"gavineadie", have you tried rebooting your device to see if this helps with the folder still located in the CloudStorage location?

Hi @"immo", could you confirm if you enabled the Dropbox Backup for those two folders, or are they still in their default locations?

Hi @"raptor10", if a refund was processed, this means that your account was already downgraded, and is just a normal Basic free plan. You can confirm the refund from the payments page, and your payment provider as well. To return to a paid plan, a simple upgrade would need to be performed from the page you're showing. If…

Hi @"CPDev", are you able to create file requests directly from the site? Do you have any custom API apps running, branding, or team restrictions which might affect file requests?

What exactly do you see when you click the Dropbox icon in the system tray/menu bar? could you attach a screenshot showing this, while hiding any personal info?

HI @"darrylschick", this issue was last reported in August 2022, and should've been resolved. Are you using a zoomed in desktop or DPI settings?

Hi @"gloveman5", thanks for bringing this to our attention. I use Scrivener on my PC, so I have a little experience with using that app. Since Scrivener uses package files to open projects, if you view the file in Finder, does it have a syncing icon on it? Are you running the new version of the Dropbox desktop application…

Hi @"oliverlara", thanks for messaging the Community. This orange box is related to the Windows OS and could be a conflict with OneDrive. Could you try quitting the OneDrive app to see if the icons change? This will help me to assist further!

Hi @"Mathildea", thanks for the feedback. We regularly release new versions of the Dropbox desktop app with additional features, better performance, and security enhancements, and these are not always compatible with older systems. Apple stopped providing security updates to macOS 10.12 in 2019. Due to this, we are ending…

HI @"eduardbekker", this change only affects Mac OS 10.12 Sierra, so 10.13 High Sierra will continue to function after that date.

 Thanks for the info, it's possible there's another extension or browser feature preventing the site from working correctly, in this instance.

Hi @"bingobango", thanks for bringing this to our attention. Does it work when you import files that are outside the Dropbox folder into Premiere Pro? This will help me to assist further!

If it works in another browser, then it would mean that a setting in Safari isn't allowing the Dropbox site to work correctly. As it's related to third party cookies, you can try to enable them using these steps.

Hi @"SubbaV", you can disable the computer backup directly from the Dropbox desktop application, or via the site, which will open the appropriate window in the desktop app.

Hi @"EagleG", I've sent you an email, please could you reply to it as soon as possible!

Hi @"zacd", thanks for bringing this to our attention. What is the exact error you're getting? Could you try switching browsers to see if this helps? Otherwise, you can try using incognito/private browsing mode without any extensions running, clearing your cache and even resetting your browser entirely. This will help me…

Hi @"krista7", thanks for bringing this to our attention. Could you try switching browsers to see if this helps? Otherwise, you can try using incognito/private browsing mode without any extensions running, clearing your cache and even resetting your browser entirely. Keep me updated with any progress!

Did you try the steps in my previous post to see if this helps?

No worries, glad to have helped out! If you need any further assistance in the future, please let me know. Enjoy your week!

Hi @"c4l1n", before we continue via email, which which file types are you experiencing this issue with?

If you're not on a Dropbox Basic plan with more than 3 devices connected, could you try uninstalling the app, rebooting the device, and re-installing it to see if this helps?

Hi @"TexAK", it looks like the Backup has been disabled as that screen is asking you to set it up. Are you able to see any backups, or deleted backups on the site on this page?

Hi @"david0001", does this occur for Excel files not located in the Dropbox folder when you open and edit them? Do those Excel files appear in Recents in Finder? What about when you edit files in the Dropbox folder while the Dropbox desktop application has been exited?

Hi @"Tworst", are they being invited to the new Dropbox Business team under the exact same email? If so, and they were definitely fully deleted from the old team, then it would take 7 days for that email to be released in order to create a new account. This gives the old admin time to recover the account if it was done…