Jay Dropbox Community Moderator

Hi @"petermooreworld", thanks for bringing this to our attention. As you have two Dropbox folders, we need to determine which one is active. Can you see which folders has sync icons next to the files? This will help me to assist further!

HI @"marksow", could you attach a screenshot showing the Applications folder with the Dropbox icon in it, and another screenshot showing the message that 'Dropbox isn't there', which you mentioned?

Are you using a personal machine, or a company-managed device? Are you able to instead install the Dropbox desktop application from the Dropbox site?

Hi @"Smith-d", thanks for bringing this to our attention. In general, moving the Downloads folder like that directly into the Dropbox folder shouldn't move it, since it is a personal user folder. If you right click the Downloads folder, then Properties, and then Location, what is the folder shown there? Any other info or…

Hi @"theIdeaMen", thanks for bringing this to our attention. Could you try uninstalling the Dropbox desktop application, and then reinstall it via the Windows app store, to see if this helps? Keep me updated with any progress!

Hi @"tigeryoder", thanks for bringing this to our attention. Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains? Keep me updated with any progress!

Hi @"John Bingley", 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.

Hi @"why4d", thanks for the info. On top of the info requested from @"Rich", do you see any information on the events page or deleted files page? This will help me to assist further!

There shouldn't be any local options, as co-authoring is disabled from the admin console, which would disable it for the whole team.

Could you try marking the file as available offline/local to see if there are any changes when opening the file? If you believe you enabled co-authoring, have you tried disabling it to see if this helps?

Hi @"Jon_DFH", could you clarify exactly how the user is opening the file from the following options: * Within the Excel app by navigating to the file * Selecting it from the Recent files page in Excel * Double clicking the file in the Dropbox folder * Or, some other method This info will help us out!

Do these steps from Microsoft help at all in changing the index location?

HI @"Stephen J.9", could you confirm the exact folder in which the search index is stored on your device, within the Dropbox folder?

Hi @"robby2025it", thanks for bringing this to our attention. When were you affected by this ransomware according to the events page on your account? Are you able to rollback to previous versions of your files individually? This will help me to assist further!

Hi @"Gelindo", the pausing of your shared links would be due to breaching the daily bandwidth limit, and isn't related to the amount of quota on your account. Is it possible that you were sharing links to large files, or links that were accessed by many people?

Hi @"jobysoisson", thanks for the details. In order to look into this matter in more detail, I'd recommend contacting the support team directly for them to investigate further.

Hi @"Totem Road", thanks for bringing this to our attention. Are you the team admin for this Dropbox team account? Do you see any deleted files on this page in order to recover them? This will help me to assist further!

Hi @"someusernameetc", in order to look into this matter in more detail, I'd recommend contacting the support team directly for them to investigate further.

Hi @"Benjamin Gordon", thanks for bringing this to our attention. Have you tried following the steps in this article in order to opt out of File Provider? Keep me updated with any progress!

The 'access denied' error is generally due to an antivirus or security software on your computer blocking Dropbox from completing the install or startup process. To see if this is the issue, follow these steps: * Temporarily disable any antivirus or security programs on your computer. * Reinstall the Dropbox application.…

Thanks for the info. In order to look into this matter in more detail, I'd recommend contacting the support team directly for them to investigate further.

Hi @"Connie M.4", thanks for messaging the Community. Just for clarification, are you using the camera upload feature only when you connect your phone to your computer? Are you not using the automatic camera upload feature on the Dropbox mobile app instead? This already has a similar option, to only upload new photos from…

Are you certain the Dropbox desktop application isn't currently running on your machine, before you attempt to uninstall it? Could you attach a screenshot showing this error you're getting?

Hi @"dgonsalves2000", thanks for bringing this to our attention. In order to determine why this is occurring, 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? After that, try rebooting the device a few times to see if the…

Hi @"ggilmore", thanks for the details. In order to look into this matter in more detail, I'd recommend contacting the support team directly for them to investigate further.

Hi @"JamrockN16", thanks for bringing this to our attention. Are you able to navigate to the deleted files page to locate the file you want to permanently delete? On that page, you'll be able to permanently delete files using the steps on this page. If you need any further assistance, please let me know.

Hi everyone, thanks for your patience. This issue should be resolved as of the latest version of the Dropbox desktop application, version 215.X.XXXX. If you're still experiencing this behavior, please let us know!

Unfortunately, since the email was sent to original email, it wouldn't be possible to recover these files on another account, as the current account might not have the permission to recover those files. As you're not seeing any deleted files on the events page on your current Dropbox account, this would confirm that it…

Hi @"Kittykiy01", if the email address is different, are you able to login to that account specifically, since that is the account on which the files were deleted from, meaning that they can be recovered from there?

Hi @"DBoxTips", thanks for posting today! You're correct in that file requests can only be created from the Dropbox site directly. Currently, this feature isn't available on the Dropbox mobile app. We appreciate the feedback on this matter and we do take all comments into consideration when improving the Dropbox apps and…