Jay Dropbox Community Moderator

Hi @"RiaT", thanks for bringing this to our attention. Are the duplicate images different in some way visually, such as with a filter or aspect ratio (4:3 and 16:9)? What mobile device, OS and Dropbox mobile app version are you currently running? This will help me to assist further!

If the document has complex macros or other such items, it can prevent the Dropbox Preview page from loading. There wouldn't be any workaround for this, since the document would be too complex for it to load correctly. Are you referring to converting the file as a PDF using these steps?

Hi @"trueocean", thanks for bringing this to our attention. Does the Word document have any macros, scripts or special items/features in it that might not be supported by the Dropbox previewer? How large is the file when viewing the size on the site? This will help me to assist further!

Hi @"AMW design", just to check, did they create a new Dropbox account? Have they verified their email address with Dropbox yet? If they're still not receiving the email, I’d recommend that person to get in contact with our support team. They can do this by opening an incognito/private browsing window, while not signed…

Hi @"Douglas F.5", could you give us more details on exactly how you're not able to rename or move the file in the Dropbox folder? Are you not given the option to rename it, do you get an error when doing so, or does it revert to the original name? Is this the same when dragging the file?

Hi @"rthsiung", we're unable to view external links for security reasons. Could you copy and paste the screenshot into your next reply so we can view it from here?

Hi @"Ekeating", thanks for contacting us. Currently, there isn't a way to directly upload your WhatsApp message backups directly to Dropbox, since Google is the only option available there. There might be another app or service that could download the backup from Google Drive onto your machine or phone, so you can then…

Hi @"Vernongrant73", thanks for the update. If you have any specific queries we can help with in regards to Dropbox, please let us know!

Hi @"halfpenny", thanks for bringing this to our attention. Could you attach a screenshot showing what you're describing, while hiding any personal information in the transcript? Is this occurring for all transcripts or just for WMA files? This will help me to assist further!

I understand, since it's occurring in shared folders, it means that another device which is linked to the shared folder is creating those files. It could either be a device linked to your current profile, if you have more than one machine on account A, or it could be account B creating the file. There are many programs…

This could still indicate that something is creating the file on your end. Here another test I'd like you to try: * Create a shared folder between accounts A, B and C, call it folder 1 * Create another shared folder with just A and B, call it folder 2 * Same again for A and C, call it folder 3 * Same again for B and C,…

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.