Megan Dropbox Community Moderator

Hey everyone! A small update on this: Our team is aware of this email that was sent by us, and we are investigating the exact reasons this happened. We'll update you once we have further info, thanks!

Hey everyone! A small update on this: Our team is aware of this email that was sent by us, and we are investigating the exact reasons this happened. We'll update you once we have further info, thanks!

Hey @"Vishwas Gagrani", I can see that your #22560518 ticket number has been escalated, and you're working with an Advanced agent towards finding a solution. I have informed them about this, and share any info with them from our communication in order to expedite the situation, and the priority is already high on your…

Let's try one more thing @"WickedFeline". Please access your account's settings, and opt-out of the early releases before trying to re-install our stable version. If this doesn't work either, let me know if I can send you an email, thanks! 

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

Hi @"albo99", let's try one more thing. If I understand this correctly, it seems you're trying to download the file using a shared link, am I right? If not, feel free to correct me. Provided this is the case, can you try adding the file to your account -if you have enough space to host it- and then download it straight to…

Hi @"hhassouni", welcome to our Community! It seems, based on your info and the domain, that the email is coming from an official Dropbox domain, it is therefore valid. You can see more about this here. If you have any questions, let me know. 

Hi @"JuliaPeres", I just sent you an email, I'll see you there! Keep in mind that both Walter and I, can reach you at your Community-linked email address. 

Hi @"dm-2023", I'd be more than happy to help! If you take a look at this Help Center article about the official Dropbox domains, you'll see that em-s.dropbox.com is an official Dropbox domain. Therefore, the informative email seems to be coming from us, indeed. I hope this helps!

Hi @"albo99", sorry to jump in here! Have you tried to download the file, using an entirely different browser than the one you're currently on? If you try to preview the file online, are you able to open it there? 

Hi @"portman", let's jump right into this! There are many ways to achieve what you need. The easiest ways would be sharing a link with your friend, or using a File Transfer. It all depends on your needs. Want to have a look at the relevant Help Center articles I included, and let me know if you have any questions? Keep me…

Hi @"anzhelev", thanks for posting here! Check your emails, since I reach out there, in order for us to have a closer look. Thanks a bunch! 

We don't have access to account-specific info on our end in the Community to do that @"ClockRoy". Can you also send me a screenshot of your task bar, and specifically what you see next to your WiFi? Also, if you visit your Backup page here, what do you see? 

Hi @"k3pard03", could you send me a screenshot of the error you get -without showing any of your personal info-? 

In this case, can you do a quick re-installation of the app using this link @"ClockRoy"? 

Hi @"k3pard03", let's jump right into this! Interesting. Have you tried clearing your browser's cache, by any chance just to exclude that as a possibility? Does that happen with all the browsers you've tried? Additionally, do you have any proxy, VPN, or even ISP/router restrictions could be restricting traffic to the…

Hi @"WickedFeline", can you also try to follow these steps for an advanced re-install, and let us know how it goes?

I just sent you an email @"vvilar", I'll see you there! 

Hi @"ClockRoy", thanks for the screenshots! It seems you're not clicking on the right icon, in order to follow the steps. This icon will open your Dropbox content locally, not the app's settings. You'd need to locate your Dropbox icon on the task bar, next to your WiFi, and date-and-time icon. Can you see it there, and…

Hi @"CandiceY", is it possible that they sent you direct access to the shared folder, hence why you had to upgrade? In order for you to add the folder to your account, or even view it directly, -provided it was a shared folder, and not a shared link- you'd need extra storage.

Hi @"syibimian", sorry to jump in here! Does this happen with all of your Dropbox files or just some of them? Just wondering if it's affected by files being stored online-only, instead of available offline. Do you notice this pattern? 

Amazing news, glad to see everything is resolved @"Mdbox2"! If you need anything else, give us a shout! 

Amazing news @"MBeaty"! If you need anything else, I'll be one post away! 

Hi @"CandiceY", thanks for the info! It seems the shared link has either been removed by the owner, or the folder in said link could have been moved. In any case, you'd need to contact the person that created the link, and check with them for more info. You mentioned that the owner doesn't have any issues. Can they…

Hi @"ClockRoy", could you send me a couple of screenshots of what you see on your end, on your device? Also, please make sure you're clicking on this icon, that's located next to your WiFi on the task bar.

Hi @"mmakabeh", keep in mind that your referrals wouldn't be removed from your account, by any chance. Can you log in to dropbox.com, then click your avatar (profile picture or initials) in the top-right corner, then Settings, and click Refer a friend? You should be able to scroll down to Total bonus space earned. Feel…

Amazing news, that's what I like to hear -or read in our case- @"Lui Hepworth". Keep an eye on it, and let me know if you need anything else, we're always around! 😎

Hi @"vvilar", sorry to hear about that! Can I send you an email, in order for us to have a closer look into this? Keep me posted! 

Hi @"CandiceY", let's jump right into this! You mentioned the error "link is broken", so I'm guessing you're talking about a folder that's been shared with you as a shared link, is that right? If not, then feel free to correct me. Have you tried accessing the shared link using a different browser? Although since this…

Hi @"Lui Hepworth", I just sent you an email, I'll see you there!