Megan Dropbox Community Moderator

Hi @"mrothen828", let's jump right into this! As a first step, would you mind clarifying any troubleshooting steps you might have tried, in order for us to be on the same page? Have you tried uninstalling, and then re-installing the app? If you could also let me know the app's current version, and syncing status, that'd be…

Hi @"michael omahoney", are all these devices connected to the same network/WiFi? Have you tried using another way, like your mobile data, to connect and access our website, to see if that works? I'd also suggest whitelisting the Dropbox website on any VPN or proxy you may have, or if you have some kind of antivirus or…

Hey there, @"euanburton", thanks for posting here! Your feedback regarding our external drive has been very valuable and I will endeavor to make sure your voice is heard. I definitely see what you mean, and how it's affecting you while it's also not ideal. I will pass on your comments to the relevant departments so that we…

Hi @"michael omahoney", you mentioned that everything works on your mobile, right? Does this happen with all of your content, or some of it? Also, did you have any luck when trying an entirely different browser? 

Hey everyone, thanks for chiming here and letting us know more about this! Our engineers were aware of the issue, and it seems to now have been fixed. If you're still facing any trouble, feel free to try switching to a different browser altogether. Provided that it persists, send me more info, and any screenshots you might…

Hey @"Bmclaren", welcome to our Community! Is it safe to assume you're referring and trying to access your files using our website? If not, don't hesitate to correct me. However, if this is the case, would you mind trying a different browser, or an incognito tab on your current browser and share the results with me? Keep…

Hi @"jendavisfromca", could you maybe clear your browser's cache or try another browser and let us know how it goes? What about the recovery words Dropbox sent you, when setting up Passwords? Do you happen to have them, by any chance?

Hi @"Andrea G", if they work fine online, and on the app when you try to preview them, this might have something to do with the player locally. Does this happen with all of your .mp4 drone videos? Do you happen to have our desktop app, to check for the files there? Just to make sure, are these the steps you follow on your…

Hi again, @"Judge Joyce"! What you'd need to do, is to essentially make a copy of all the content that you have inside your personal Dropbox folder. You can copy everything on a different path, (let's say your desktop) and then sign out from the app using these steps. Make sure to copy the content, not delete them while…

Hi @"Kerry5000", thanks for bringing this to our attention! I just created a ticket on my end for you. Reply back to me as soon as possible, and we'll take it from there! Thanks a bunch! 

Hey guys, thank you all for chiming in! We're undergoing maintenance today starting at 5:00 PM (Pacific), which might be the cause that's preventing you from accessing our site. Hold tight, and that should be over real soon. You can also check more about this on our status page. If there's anything else that I can do to…

You're a pro, Nancy! Thanks for updating this thread too. If you need anything else, we'll be one post away! 🤓

Hi @"jonnymk", out of curiosity: does this happen with all of your .dng files? Could you kindly give me some example sizes of some files that aren't showing in your Photos tab? 

Hi there, @"nancystattrans", welcome to our Community! Can you temporarily disable any security apps you may possibly have, like an antivirus, VPN, firewall etc., to see if that helps? Also, if you're on a Basic free account, can you make sure that you have less than 3 devices linked to your account? You can check this…

Hey @"afm24", let's jump right into this! You initially mentioned that when you visit your account online, you can't see files that existed inside your Dropbox folder on the old Mac, is that correct? Based on that info alone, it sounds like the content hasn't been synced from the old device online, and therefore to the new…

Hey there, @"TilmanM", wishing you a happy Monday! Just to make sure we're on the same page here: do you wish to move your new Mac to the File Provider update, or do you simply wish to know how to set-up a new device with the Dropbox app? Provided you're talking about the File Provider update, feel free to take a look at…

Hi @"Carmcc01", I'm afraid not, I just wanted to shine some light as to why this might have happened. 

Hi @"Michel G.7", can you try to make sure that all other apps are closed and that there's no antivirus, firewall, VPN etc. running, and then close and start the Dropbox app again? Also, can you please right click on your local Dropbox folder, go to “Get info”, and send me a screenshot of the next window you’ll see?

I just sent you an email @"Jimi14"! See you there!

Hi @"Admin30", sorry to hear about that! After a closer look at your open ticket, it seems that the agent working on your case is trying to resolve the survey issue, and re-send it to you. On our end, we don't have a way to provide you with a survey here, and while we don't have a formal complaints process in place, we'll…

Hi @"dturnidge", did you manually create the folder, prior to the app's installation? Here's what I suggest for a clean installation process: You should start by uninstalling Dropbox from your device. Once that's done, you can go ahead and delete the Dropbox folder the app made. Then you can re-install the app using this…

Hi @"dsuisman", thanks for all the info! You should be able to click on our camera-like little icon, and attach your content here. It should look something like that: Now as for your Dropbox folder, when you check its properties, how many files do you see in there? You can also try to also make sure that all other apps are…

Hi @"Gord1", in regards to the virtual drive being mapped to your account online, it's true that we currently don't have such feature. You might be able to find third-party apps, or ways if you search online, but it's not something we can officially guide you with. As for the S mode app, it's definitely more limited that…

Hey @"Cahd", at the moment, we offer discounts on our Dropbox team products if you pay annually. To learn more about Dropbox team discounts, or to request a sales person contact you, please visit this page. If you have any trouble with that, let me know. Thanks a bunch!

Hey @"MrMargaretScratcher", let's jump right into this! The first thing I'd like to check, is the app's current syncing status. It's a bit odd that the files were left exactly where they previously were, and they haven't yet moved, this is why I'd like to know the app's status, to check if it's maybe still syncing content…

Hey @"Hannelorium", I hope you're doing well! I was able to locate your ticket number, and it seems the agent has responded back to you. Are you able to locate his email, and write back with all the necessary information? 

Hi @"John-Smith", does that happen with Safari only, or with any other browser too? Can you send me a screenshot of the error message you get when trying to access our website when using Safari? 

Hi @"Carmcc01", you mentioned that you haven't used Dropbox in years. It sounds like your old account might have been deleted due to inactivity, which would then result in the content of the account also getting lost. Could that be the case? If you need anything else, we'll be happy to assist. 

Hi @"Jimi14", if you have trouble creating a ticket, we can always try opening one on our end for you, just let us know! 

Hi @"PhilippeColombe", so we're talking about a deleted member, that I am guessing you haven't transferred their content to a different member, is that so?