Megan Dropbox Community Moderator

Awesome, @"hzee"! If you need anything else, don't hesitate to give us a shout! 

Hi @"alokprasad19", thanks for letting me know! Are you sure the app is running at the moment? Also what is the sync status and version of the application? You can see that, if you hover your mouse over the Dropbox icon in your task bar. Also, are you able to see any other Dropbox options when you right click on your…

Hi @"The Head", let's jump right into this! So, just to make sure we're on the same page here, when you click "Open Dropbox" does the page stay like that? If you're on a Basic plan, can you check your Security tab online and make sure that you have less than 3 devices connected to your account, and that this doesn't…

Glad I could help, let us know if you need anything else and enjoy the rest of your week ahead @"Richplus"! 😎

Hi @"Richplus", keep in mind that deleted files use no quota, therefore if you permanently delete them that wouldn't make a difference. And I would also suggest following these steps, to check how much space each of your files is taking up, so that you can see if there's a specific one that's filling up your space. Feel…

Any time @"Genie123"! If you need anything else, give us a shout!

Hi @"Richplus", thanks for the screenshots! It seems your Backup isn't enabled. As for your storage space, it seems you're currently overquota, and you'd need to bring the space below 2.25GB. When you delete some of your content, do you notice the space there going down? Do you have any shared folders taking up space in…

You can either do it from your laptop, or click "I don't have access" and follow the steps there @"Genie123". 

Hi @"alokprasad19", let's jump right into this! Are you on a Dropbox Basic plan, while using a Windows machine? The option to make files available offline or online-only should only be on paid plans for Windows. Could you confirm what syncing icon you have on your files in the Dropbox folder? Let me know more!

Hi @"Gawlin", if you need anything else don't hesitate to let us know! 😎

Hi @"Richplus", if you click on the link I provided above in order to access your backup page, you should be re-directed to the page. Have you given this a go? Feel free to also send me a screenshot of your plan page, and what it reports there. Thanks!

Hey @"Richplus", sorry to hear you're having issues with this. Could you please navigate to your backups page and let me know if you have our feature enabled? Also, what's your plan tab reporting exactly In regards to your quota? Keep us posted!

Hi @"haisletjason", can I send you an email, in order for us to have a closer look into this? 

If this happens again, don't hesitate to let us know and we'll open a ticket on our end for you, in order to investigate further @"alonzo86"! 

Glad I could be of service @"Gazo76"! If you need anything else, let me know! 😊

Hi @"Gazo76", I'd be happy to help! In order for you to change from a paid to a free, Basic account you'd need to cancel your current subscription. You can find more info on how to achieve that here. If you have any questions, don't hesitate to let me know! 

Hi @"BobF1", I hope you're doing well! Let me clarify and add, that when we ask user after user to try a different browser, that's purely for troubleshooting purposes, not as a solution. If this is a behavior that you notice on Chrome, but not when you go to Safari that means there's a specific setting/plug-in/cache that…

Hi @"cherkcom", I totally understand that. It sounds based on everything that you described, that this is the error they get when they click the link that's embedded in the email they're sent, in order to join the shared folder, is that correct? If this is the case, could you then ask them to access their Sharing tab and…

Thanks for the info @"haisletjason" One more thing, please: are the files inside your account, or do you access them using a shared link that was sent to you? 

Got it, @"RJL"! Essentially, when you follow these steps, you essentially fix the permissions of your files, inside the Dropbox folder. Your files haven't changed, it just helps the app "read and understand" the permissions of the files a different way, in order to resolve any syncing troubles.

Hi @"Genie123", it sounds like you click the larger Dropbox icon, which opens your Dropbox folder locally. Can you try accessing the app's preferences by clicking the little Dropbox icon, next to your WiFi on your menu bar? If this doesn't work, you can also try your Backup page online. 

Hi @"cherkcom", do you share the folder using these steps, or sharing a link of that folder as mentioned here? Have you tried deleting the link and then re-creating it, or removing the members and then re-adding them to see if that changes things?

Hi @"hzee", definitely keeping a note of this! Your comments on syncing and how it works in this particular case have been quite helpful, and I will do everything I can to ensure that your voice is heard. I'll forward your feedback to the appropriate areas so we can continue to improve. Thanks!

Hi @"RJL", if you follow the link on my above reply, you should be able to see a step-by-step on how to do so. But here they are again. 

Hi @"RJL", can you please try fixing your hardlinks and permissions as outlined here and let me know if syncing gets stuck at the exact same number of files again?

Hi @"haisletjason", do you try to download everything in a bunch or individually? 

Hi @"cherkcom", I think Hannah meant a screenshot of the error that they see when they access the website and try to open the link there. 

Hi @"ee22", I'd be happy to help! The most common case for this scenario is another, third-party app accessing these files. If you have any other apps accessing your files, or an antivirus this could be it. What I would personally suggest, is what you've already tried in regards to security steps. You can also have a look…

Hi @"RJL", is the number of indexing and uploading files going down as we speak? 

Hi @"JoeEurope", I'd be happy to help! Our Basic plan starts with 2GB for everyone. However, if someone started with 5GB that would mean that either they sent out more referrals, or that they got some sort of promotional space. When you use our referrals with a Basic account you can get up to 16 GB. I hope this clarifies,…