Jay Dropbox Community Moderator

Thanks for the update, just to check then, are all the files appearing as normal on the Android devices?

Hi @"JGGB", thanks for bringing this to our attention. Just for clarification, are the Android apps both signed into the same Dropbox account as the PC? What exactly do you see on the mobile app, if they aren't showing any new files from the site or PC? Any other info or screenshots (while hiding personal names) would be…

Well, Dropbox doesn't really support symlinks in this manner, and it should be disabled in fact, though it does depend on how they're created. Regarding the issue you're experiencing, it could be related to the symlinks somehow, though we wouldn't be able to see what is causing this.

You need to click the Dropbox desktop application icon on the menu bar at the top of the screen, assuming that the app is running, in order to access the preferences, as mentioned in the article I previously linked. 

Hi @"Ruth17", I've sent you an email, please could you reply to my message when you get a chance?

Are you clicking the Dropbox icon in the menu bar near the clock on the Mac?

When you say that all files are empty, do you mean that the files are literally empty of data, or are they taking up no space on your machine, or are you referring to folders instead? The selective sync setting would be visible in the Dropbox desktop application when you open the preferences, using these steps.

Hi @"DBPROB", thanks for bringing this to our attention. Just for clarification, are the files appearing on the Dropbox site on the Macbook when you login? Do you have selective sync enabled in the Dropbox desktop application, which would prevent some folders from appearing on the Macbook? This will help me to assist…

If you haven't accessed the Dropbox account for more than 12 months, then it should've been deactivated due to inactivity. However, 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…

Hi @"dropmeinbox", is this occurring with any shared folder or just that specific shared folder? Could you test this in a shared folder with a different member added to it, instead of the previous shared folder member?

Glad to have helped out with the info. If you can provide me with the ticket ID from the automated response, I can prioritize the request on my end to expedite matters on your behalf.

The steps I mentioned to contact support directly were in this post earlier. This is the easiest route in order for the support team to help assist you, since you can use your business email directly there (without signing into the account), instead of another email, and they should be able to access the account details.

That's correct, this option would only be available if you upgraded via the Dropbox site directly.

Hi @"Umar Ikram", could you follow my earlier steps to contact the support team, and if you're not seeing the option to do so, please let me know what you're seeing?

Hi @"Malcolm4", thanks for bringing this to our attention. Are you able to recreate the email address on Gmail in order to receive the verification code? Do you have any other device that is already connected to your account? This will help me to assist further!

Just to check, when you say there was only one activity in the version history, do you mean this was the original upload, and no edits since then? What program are you using to open these files, and how are you uploading them to the Dropbox account? Are you able to recover the version history of that file if there is an…

Thanks for the info. I've located your ticket in the system and have gone ahead and prioritized it to expedite matters on your behalf.

Could you also check this page, just in case there was some kind of backup on your device at some point? There shouldn't be a symlink to your Desktop or Downloads folder, unless it was created by the Dropbox desktop application, or by yourself or another app.

Could you use these steps to set the photo to 16:9 resolution by tapping the down arrow in the camera app? Most likely you currently have it set to 4:3 aspect ratio.

Since it says 'Manage backups', it means that something is enabled there, could you click that to see if Dropbox Backup is enabled for that device? If you tap 'All photos' on the iPhone, what options do you get?

Please could you attach a screenshot showing your camera settings showing the default photo size you have enabled on your device. 

Hi @"flyhen", it sounds like you've enabled the Dropbox Backup feature on the Mac, is that correct? This is why files from those folders are appearing in Dropbox. Which folders did you select on your phone for the camera upload feature, since it should be possible to select more than just the camera roll?

Could you clarify what you mean by 'standard mode'? By default, images should be 16:9, and Dropbox can't change your images in this manner. It will only upload what is generated by the phone, which would mean the images could be 4:3, and then the original unfiltered 16:9 image is also uploaded. Do the filenames have…

Thanks, I've merged your post to that thread. Please see this reply showing that the issue should be resolved by now. If you're still experiencing this after rebooting your device, please let us know.

Hi @"Ragnar93", thanks for bringing this to our attention. Are the files originally being uploaded with that amount of information, or are they definitely changed at some point to lose all their data? Can you see the version history of one of the affected files? This will tell you which user and device uploaded and changed…

Hi @"oliviabay", just so you're aware, every account has the ability to permanently delete files, though it has to be done manually via the Dropbox site or mobile app, unless you're on a Dropbox team and the team admin has disabled permanent deletion. Regarding your missing files, I'd recommend that you contact the support…

Hi @"PouryaShamsi", when you have a chance, could you let me know more information about this matter in order to assist further?

Hi @"Paul D.4", in order to understand this in more detail, could you sort the files by date and attach them together side by side, with the same files in order (since they're blurred we can't tell which is which) so that we can see what the difference is?

Hi @"jonasos2001", thanks for bringing this to our attention. Are you using the Photos tab, like in this thread, or are you trying to view files from the normal files page? This will help me to assist further!

Hi @"Da1GoodBadGuy", thanks for contacting us. As @"Rich" suggested, it should be possible to make a one-time purchase of 1 TB of quota using the steps mentioned in this article. If you need any further assistance, please let me know.