Jay Dropbox Community Moderator

Hi @"JulianH3", thanks for posting on the Community! 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? Keep me updated with any progress!

No worries, @"Laurie Solle", let me know how it goes when you test it out!

If the edit button is greyed out, then it means the document can't be edited for some reason. Are you able to edit the file from the Dropbox site on a desktop machine?

If you click that gray icon in the menu bar, do you get the option to view the preferences to then disable the computer backup?

Thanks for the info, I'd recommend contacting the support team directly for further assistance on this matter. They should be able to look into this in more detail.

This file is located in your root Dropbox folder, and isn't shared to any individual. Did you originally download the file they provided into your Dropbox account? Most likely, the file you're looking for is visible only via the site on this page.

My apologies, the link was in my previous post, from here you should see how to disable the computer backup feature.

Hi @"Greg Lloyd", thanks for posting on the Community! What versions of the Dropbox and Microsoft Word app are you running on your device? Is the Word file located in a shared folder or a private folder? Any other info or screenshots of the file open in Word would be helpful!

It sounds like you have enabled the computer backup feature. Could you try disabling it using these steps, which will then give you an option to move the file back to their default location.

Hi @"Chandra exotik", thanks for joining the Community! Is this file inside a shared folder that is visible on your account? Is it a file shared directly to your account? What type of file is it, and what error do you get when you try to edit it? Any other info or screenshots would be helpful!

Hi @"_Pal1", thanks for posting on the Community. As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail. You can do this by logging into your account, clicking this support link, scrolling down to 'Submit a help request', and…

Hi @"Laurie Solle", thanks for messaging the Community! Just to clarify, did you enable the computer backup feature? Are you missing any files, and if so can they be restored from the deleted files page? This will help me to assist further!

Hi @"Jack Y", thanks for posting on the Community. I’d recommend getting in contact with our support team directly to look into this matter in more detail. You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link. From there you should be able to contact…

Hi @"DennisDevine", currently we only officially support Ubuntu and Fedora for Linux installations. What options do you currently see when you open the preferences in the app? A screenshot showing this would be helpful.

Since this is now a question regarding the API, I'm moving your thread to an appropriate forum.

You can read up more information on available services and apps which use the Business API from here. Additionally, you can create your own service which might be able to get the information you need.

Could you attach screenshots showing what you're describing in order to look into this in more detail?

Hi @"rbkrdf", thanks for posting on the Community! Which browser are you using to view the file on the site? Are these Dropbox comments, or comments within the Word file itself? This will help me to assist further!

Hi @"mplusplus", thanks for posting on the Community! Currently it isn't possible to do so from the Dropbox site. It might be possible to create these documents when using the Dropbox Business API. If you wish, you can suggest this change for others to vote on, so the dev team can look into this in future!

Since the OnSong app is linking to Dropbox using the API, there might be an issue with the way that app is uploading or syncing the data. I'd recommend checking with the dev for more information on this matter. 

How are you uploading the files to Dropbox? Is this via the Dropbox mobile app, or through the OnSong app directly?

Hi @"jackwarren", after some brief research on the OnSong app, it appears it's only available for iOS devices, and not the Mac itself, which you why you can't open the file. As this isn't related to Dropbox, you can try contacting the OnSong developer for further assistance on this matter.

Hi @"jamespi", thanks for your message. I'd recommend contacting the support team to look into this matter in more detail.

Hi @"ddewaele", thanks for messaging the Community! What device are you using, an Android or iOS device? Do you apply any filters to the images, or use Live Photos, if on an iOS device? This will help me to assist further!

Hi @"ThaiBill", there isn't isn't a way to disable the backup of the screenshots in the automatic camera uploads feature, as it is included by default. If you wish, you can suggest this change for others to vote on, so the dev team can look into this in future!

Hi @"PinkyL86", it sounds like there is a possibility that a proxy, VPN, firewall, security software, or even ISP/router issues could be restricting traffic to the following Dropbox domains. Could you check each of these possibilities and let us know what you find out!

Hi @"Nemeziz", just to clarify, are the files actually syncing to the Dropbox site, or is it just that the location of the folders have changed on your computer? Have you tried resetting the folder locations using these steps?

Does the video appear normal when played before uploading to Dropbox? Dropbox doesn't change the video files without any input on them directly. It sounds like the codec isn't supported for some reason. Are you able to follow these steps to import the video in a non-HEVC format? Do you also have iCloud enabled on your…

Hi @"KiLynn49", does the 4K video download and then preview normally from the Dropbox site on a desktop machine? Is it for all 4K videos or just one specific video? Are they using the native camera app on their phone to record in 4K?

Thanks for the log, 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?