Jay Dropbox Community Moderator

Was the file created originally on the Dropbox site, or by the Excel app on the mobile or desktop? Is the file in a private or shared folder? 

Hi @"Gioxx", thanks for the info, I'd recommend checking with the support team directly on this matter for them to assist further on their end.

Okay, so you're running the newer version of the Dropbox desktop application for Mac OS. When you right click the files to make them available offline, do they get a green icon with a white tick in it?

Hi @"Michael_T", when you're running the new version of the Dropbox desktop application for Mac OS, files won't be downloaded automatically. You'd need to mark them as available offline, or mark entire folders as available offline, and the files in that folder would download.

Hi @"fedeboraxx", could you check the Dropbox desktop application to see the current location of the Dropbox folder?

Hi @"Margaret2003", as you mentioned you're on a trial plan, you should have access to email and chat support. Phone support is only available to team admins on Dropbox Business teams at this time. If you wish, you can continue there directly. Regarding the computer backup, do you see any active backups on the site on this…

Hi @"Cody_P", if you're not seeing any sync icons, then it means that something else is occurring. Have you trying installing the app again, without uninstalling first, by using this link?

Hi @"ben_galaxy", aside from the official Word app, or do you also have the Microsoft 365 app installed, which is a separate app on its own?

Hi @"NataliDex", thanks for bringing this to our attention. Is the image the only prompt they get about a potential virus, and nothing from the Dropbox site? What about if the user extracts the zip file and then scans the files inside it? Since Dropbox doesn't filter out viruses if you're accidentally sharing them, it…

Hi @"libra labels", thanks for your message. If a device is switched off completely, then the OS itself, and any program on that machine wouldn't run as there is no power. The same would apply to the Dropbox app. If you have any further queries, feel free to message back.

Glad to hear you were able to resolve this issue, please let me know if you have any further queries in the future. Enjoy the rest of your week!

Hi @"Biska", thanks for bringing this to our attention. It sounds like your files have been affected by ransomware on your computer. You can follow these steps to recover your previous version of the files. Keep me updated with any progress!

Hi @"Caro27", thanks for bringing this to our attention. How did you upgrade the original subscription, via the site directly or using the mobile app? What about he second subscription? This will help me to assist further!

Hi anonymous, thanks for bringing this to our attention. As you're aware, sharing account credentials is a breach of the terms of service, and can result in account termination. Regarding the shared links, what error are they getting specifically? This will help me to assist further.

Hi @"fedeboraxx", have you tried marking the entire Dropbox folder as available offline, or bulk selecting all the files in the root folder to mark them the same way?

Thanks for the info. Regarding the notification that the files were being accessed and downloaded, can you provide any more information on exactly what the messages said, and where? A screenshot of this would help greatly.

Did you recently upgrade to a different OS, or did the Dropbox desktop application upgrade?

Glad to hear it was resolved, let us know if you have any further queries in the future!

Hi @"Enrico62", thanks for bringing this to our attention. Just for clarification, could you confirm the exact steps you take when opening and editing the app on your mobile device? Are you opening the Dropbox mobile app, and then tapping the Excel file to open in Excel, or are you trying to use Excel first to open the…

Hi @"roxyk", what is the current version of the Dropbox desktop application that you're running on your machine?

Hi @"doss", it depends on how the app you're using saves files. It could simply overwrite the existing file, thus preserving the link, or it could delete the original and save the new version, deleting the shared link. Upload the file directly to the site would overwrite it automatically and preserve the shared link.

Hi @"Deek", could you attach a screenshot showing Dropbox in Finder, while hiding any personal info, to fully understand what is occurring. Regarding AirDrop, is it possible that you've enabled the Dropbox Backup feature? The last section of this article might help out.

HI @"DropBozizzle", we appreciate the feedback on this matter on how to improve the Dropbox experience on the new Mac OS. We've noted your comments and take all feedback into consideration.

Thanks for the log, could you try the steps in this thread to resolve the issue on your device?

Hi @"Racquels", thanks for bringing this to our attention. Could you clarify how SMS messages are being backed up onto your device? Is this via a third party app? This will help me to assist further!

Hi @"FunwickC", thanks for bringing this to our attention. In order to make sure this is the case, do you get an error message when the app loads? Does it give you an error log via a blue link? If so, copying and pasting this info here will help me to assist further!

Hi @"alexanderwolfnyc", thanks for bringing this to our attention. Are the files and folders marked as available offline, or online-only, when you trying to make changes or delete files? This will help me to assist further!

Thanks for the image, in order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

Hi @"rastro2", could you confirm the version of the Dropbox desktop application, and where your Dropbox folder is currently located?

HI @"irenesf", aside from using Terminal command, it wouldn't be possible to prevent files from automatically syncing to the Dropbox site. Regarding the shortcut, what exactly are you trying to achieve? Is this to access certain folders in Dropbox quickly via the desktop?