Jay Dropbox Community Moderator

Glad to hear it's working, @"Geney", let me know if you require any further assistance in future!

Hi @"Elsa3", thanks for the ticket ID, I've gone ahead and prioritized it to expedite matters on your behalf.

Hi @"Verdad", thanks for bringing this to our attention. Previewing videos from the mobile app and site can vary depending on the speed of the internet. Downloading the file directly would ensure the same quality as it was when uploaded to the site. If you're previewing from the mobile device directly, could you try…

Hi @"October", the S Mode app can change sharing permissions depending on your current plan. Basic users can have edit and read only access to files and folders on the account. Could you clarify exactly what issue you're experiencing, with screenshots if need be (while hiding any personal info).

Hi @"vincekye", the orange box icon you're seeing on those two files are Microsoft icons, and are not related to Dropbox, so they're not online-only files. If it was online-only, then it would be a grey cloud icon as seen here. Could you try right clicking the file and marking it online-only to see if this helps?

Hi @"Geney", If you're not on a Dropbox Basic plan with more than 3 devices connected, could you try an advanced reinstall of the app using the steps in this link?

Hi everyone, if you're not on a Dropbox Basic plan with more than 3 devices connected, could you try an advanced reinstall of the app using the steps in this link?

Thanks for the info. In the Word app, the @mention feature is only available to Enterprise customers. What plan do you have currently according to this page?

Hi @"CurlyVole", thanks for messaging the Community. This sounds like there might be an issue with the third party app and the code it uses to access the Dropbox API. I'd recommend getting in contact with them directly with this information for them to investigate further. Keep me updated with any details!

No worries! Please let us know if you experience any issues in the future. Enjoy your weekend!

Were you able to @ people before in the Word app on the web? Is the file in a shared folder?

Hi @"Starling", could you try clearing the document cache in the Word app itself to see if this helps with the issue?

Thanks for the info, I'd recommend 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.

Just for clarification, were you able to get a ticket ID when you followed the steps I provided?

Are you referring to this General tab in your screenshot? We're referring to the Preferences in the Dropbox desktop application which can be access from the system tray.

No worries, glad to have helped out. Enjoy your weekend!

Hi @"wong_deldrie", thanks for bringing this to our attention. If you're getting this message, then your account is most likely still linked to more devices. You can check the devices on your account and remove any that are not currently in use. Keep me updated with any progress!

Hi @"dcesq28", thanks for bringing this to our attention. Which Dropbox app are you using and on which device? Are you posting the comment on Dropbox directly or directly inside Word itself? This will help me to assist further!

Hi @"BobP45", can you see the sync activity to see which files are trying to download in the desktop app? Likewise, are there any sync issues when clicking the avatar in the desktop app?

Hi @"Andrey Triguba", @Dizabanik, would it be possible to contact you at the email associated with your forum profile regarding this matter?

Hi @"Jon R.17", I can see that your ticket is with a specialist team, and that they've replied to your email. Please could you respond to them when you get the chance!

Hi @"Jay F", have you checked your shared folders to see if they're there?

Hi @"digitalworker", I'd recommend 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.

Yes, that's the Dropbox app you're seeing there when you click the icon. What were you expecting to see when you opened the Dropbox app? As mentioned by @"Mark", the previous version of the app with the window showing the files is no longer available.

Hi @"Neil_Stanley", If you're not on a Dropbox Basic plan with more than 3 devices connected, could you try an advanced reinstall of the app using the steps in this link?

We're not experiencing this issue on our test devices when Dropbox isn't installed on it. Which browsers are you using when attempting to preview the shared links?

According to the screenshot, I can see the Dropbox icon in the menu bar; it's the leftmost icon near the center of the screen at the top as there are a lot of items there.

Hi @"deepak3684", thanks for bringing this to our attention. If you don't have access to that email address, then it won't be possible to change the email, since it needs to be verified first. As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this…

Glad to hear it's working now. Enjoy your week!

Hi @"Dr Rosalyn Nichols", thanks for messaging the Community. It sounds like you're referring to this process of linking accounts. If the accounts have become unlinked, it would mean that the work account is no longer considered a work account. This could happen when the Dropbox Business team is downgraded, or if it was a…