Jay Dropbox Community Moderator

When you're on the Photos tab in the mobile app, you should see a status message saying that it's scanning for new photos, or uploading images.

 Thanks for the info, for the both of you, 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?

How large is the document in general? If you duplicate the file, does the duplicate open?

Okay, so have you got another email address on which you could have a Dropbox account? In general, when a team disbands, the option to pair the two accounts, personal and work, is removed, so only one account remains on the machine. The other account should still be accessible from the site, assuming they didn't delete…

This means there's something specific on that machine which is preventing connections to Dropbox, and generating this error from there. Do you have another computer profile, or login, on the machine, in order to see if that profile can access Dropbox?

Do the other users trying to access the file get the same error?

Thanks for the reply, I just wanted you to try this on a few photos to see if they were being downloaded to the phone, and then if they could be previewed from there, and then we can continue troubleshooting.

Hi @"Builda", just for clarification, did you actually join with your current email address and merge your files with the team, or did you create a new separate Dropbox account under a different email to store your personal files there? Do you have any other emails that you own? Could you try logging into Dropbox with…

Hi @"janieva", that seems to be a very old version of the Dropbox desktop application, since the current version is 168.4.4802. Could you try installing the app again?

Hi @"BBCjustin", thanks for bringing this to our attention. What mobile device are you using currently? Are you able to mark the files as offline and then view them? This will help me to assist further!

There isn't a difference in the plan itself. Since it has already expired by over a month, it wouldn't be possible to reactivate the old plan, so upgrading to the current Plus plan is the only way forward.

From the screenshot you sent, in the background it looks like the last payment was in December, meaning that the monthly subscription has already expired. You should already be downgraded on a Basic account, otherwise the link I sent you wouldn't work. After the upgrade, you should be back on a Dropbox Plus plan.

Thanks for the images. Could you try directly navigating to this page to see if you can upgrade the plan from there?

I'm not able to access that link. Could you try copying and pasting the screenshot in your next reply itself?

Hi @"blurblobs_88", could you clarify the exact message you're getting when trying to login? A screenshot, while hiding any personal info, would help greatly. Is it referring to a code sent to your email, and SMS message, or a code from an authentication app?

Hi @"leandrosilva", the steps you mention were via the OS interface. Could you try manually opening the Dropbox app, pressing the + button and then uploading the image to a folder?

Hi @"AlexAroth", thanks for your message! Any device with camera uploads enabled on them, including the desktop app, will automatically have images uploaded to the Camera Uploads folder. This isn't separated by the number of devices, so any photo or video from devices would end up in the same if uploaded automatically via…

Hi @"Matt_G", thanks for your message! If you upgrade or downgrade, you won't lose any earned promotional quota on your account. The only thing that would change would be that existing and new referrals on the account, when upgraded, would be worth 1 GB each instead of 500 MB each on a Basic plan. Returning to a Basic plan…

Hi @"Azzamsheer", thanks for bringing this to our attention. What is your current location, and what currency are you trying to pay in? Could you attach a screenshot showing this error, while hiding any personal information?

Hi @"Norfolk VHF", since you previously experienced something similar with another site, the only common denominator was the browser. Since you've mentioned you're not using any antivirus, firewall or VPN, what about a proxy server, or custom settings in your router/ISP, such as a custom DNS? Do you have another desktop…

Hi @"sendyjasmine", are these files that have previously worked in the past, or new files that were recently created? Were they created via the Dropbox site itself, or copied across from Google Sheets?

There is something affecting the configuration of the Dropbox desktop application. Could you attach a screenshot showing the permission error message you're receiving? Also, regarding the greyed out upload buttons on the site, are these for shared folders or private folders?

Hi @"Segothic", thanks for bringing this to our attention. Since you're creating a shared link, are you certain that the correct users have been invited to the link itself? Are there any additional permissions added onto the link? This will help me to assist further!

Hi @"WonderingAboutThat", thanks for bringing this to our attention. If you're looking to completely remove the Dropbox desktop application, try following the steps in the advanced reinstallation article. Up until step 4 should be the last step you need to uninstall the app entirely, anything after that is to reinstall the…

Hi @"myan", could you clarify how it would connect to another computer with the app installed? Where would the app sign into?

No worries, I'm sorry to hear that they don't have the original copy. If you have any further questions in the future, feel free to let us know!

No, if they're experiencing this issue, then the video itself should be corrupted. Do they not have the original copy of the video on their machine somewhere?

We wouldn't be able to preview the files on our end, for security and privacy purposes. There are two possibilities here, either your computer can't play the files due to codec issues (meaning, it literally cannot translate the audio and video into a playable video), or the video itself on the site is corrupt. Since the…

Do you have the necessary codecs to preview the file? Since you're seeing the Dropbox icon, it means that the video can't be previewed on the site. Does switching browsers help at all?

Hi @"Scottpbrown", thanks for bringing this to our attention. Could you try using a different media player on your machine to preview the file itself? Does the file play normally on the Dropbox site from the link you got originally? Keep me updated with any progress!