Jay Dropbox Community Moderator

Hi @"AndyG-KS", as you're still experiencing this issue, could you try contacting the support team directly for them to investigate further?

Hi @"Machaut2024", could you try reinstalling the Dropbox desktop application using this link, without uninstalling it first, and then disable and re-enable the screenshot option in the preferences?

Do you still the desktop device connected to your account on this page?

Hi @"Jay4491", I've sent you an email, please could you reply to it as soon as possible!

Hi @"Laurent N.1", I'd recommend contacting the support team directly for them to assist further on this matter.

Hi @"pfarr". thanks for the details, could you contact the support team directly for them to assist further?

Thanks for the screenshot, I'd recommend contacting the support team directly for them to investigate this further.

Is this a company-managed device, or a personal machine? Do you have any proxy, VPN, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?

It looks like either this isn't the correct Dropbox folder, or the icons aren't visible due to Mac OS settings. Could you attach a bigger screenshot showing the location of the Dropbox folder in Finder, and that it has the official icon on it? Is the Dropbox desktop application currently running when you took that…

Hi @"bmoney", thanks for bringing this to our attention. Just to clarify, is this a shared folder that is visible on your account, or a shared link to a folder? This will help me to assist further!

Hi @"donawalt", my colleague was referring to the Dropbox folder as it appears in Finder. A screenshot of that showing the icons next to the files would be great.

Could you try switching browsers to see if this helps? Otherwise, you can try using incognito/private browsing mode without any extensions running, and clearing your cache.

Could you attach a screenshot showing what you're seeing in the browser, while hiding the documents and names themselves?

Thanks for the info, would it be possible to reach out to the email associated with your forum profile?

Hi @"jimheavey", thanks for bringing this to our attention. Were the files sent to you via a shared link on the site? Were they uploading to your Dropbox account instead? Any other info or screenshots (while hiding personal info or links) would be helpful!

Thanks for the clarification. In general, the same would apply for moving files or folders from the team folder into the personal folder. This is for security purposes to prevent team members from losing access to data and this applies to team admins as well trying to do the same thing. The only method to get files from a…

Hi @"LuKeSkO", 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. Let me know how it goes!

Currently, there isn't a feature to allow you to convert a team folder into a personal folder, nor is there any information on if this will change in the future. This has been the same since Dropbox Business teams were created.

Thanks for getting back to us! I'm glad to hear you were able to resolve this on your end. Enjoy your week ahead!

You would need to copy the files manually from inside the folder to your personal folder, and then delete the team folder once you're certain all the files have been copied across. 

Hi @"msakten", this is expected behavior, as you can only move top level content to other top level content. It isn't possible to remove it from there entirely and then into your private folder.

Could you try disconnecting and reconnecting the drive to see if this starts the process?

Thanks, I've replied to your message, and we can continue troubleshooting from there onward.

Thanks for the info, it might be worth mentioning that in the email you send to the team.

Thanks for the image, there's two possibilities here. Either those users aren't using any data, so they're using up a license without contributing any data. Another idea is that they're not signed into their own accounts, somehow, and they're using another person's email to login to Dropbox. It's unlikely, but still a…

Hi @"throg", thanks for providing these details. As you've already tried most of the steps we would suggest, I'd recommend contacting the support team directly for them to investigate this matter in more detail. Keep me updated with any progress.

I've sent you an email, please could you reply to it as soon as possible!

Could you attach a screenshot showing this information from a user experiencing this issue on your team? 

Before you try that, what do you see when you click the Dropbox icon in the menu bar? A screenshot of this would be great.

Is this a company-managed device or a personal machine? Do you have any proxy, VPN, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?