Megan Dropbox Community Moderator

Hi @"slmy", I just sent you an email, I'll see you there. Cheers!

Hi @"greg1245", thank you for the screenshots! At the moment you can't remove these, you can only tap once on the file in order for the info not to be available. In any case, I'll forward your feedback to the appropriate areas so we can continue to improve. Thanks!

Hi @"rhettk", let's jump right into this! Can you clarify the app's current syncing status, along with the version of the Dropbox app that you're using? You should be able to hover your mouse over the little Dropbox icon, next to your WiFi on the menu bar, in order to find the version there. Keep me posted!

Hi @"cameron01", let's jump right into this! As a first step, can you let me know the full size of this video? If I were you, I'd also try downloading the file using a different browser, can you give it a go? Do you use the desktop app on your end? If so, then you should be able to see your shared folder, and its files…

Hi @"slmy", happy Wednesday! I'd love to look closer into this for you, however I would need some account-specific info on my end. Can I send you an email, in order for us to investigate further? Let me know!

Hi @"RichardDSKennedy", thanks for posting here today! I just sent you an email, and I'll be happy to see you there. See you!

Hi @"Shmerl86" & @"DustySway", I just sent you an email, I'll see you there!

Hi @"apeleg2", I just sent you an email, I'll see you there!

Hi @"danielarce", is it possible that you're syncing locally more than 300K files, which is the soft limit of the desktop app? If so, can you try using selective sync and remove some folders from your Dropbox folder, to see if that helps with the syncing?

Hi @"greg1245", are you referring to the sections that mention the file name on top of the file, and Dropbox options such as share etc.? Can you send me a screenshot of what you see on your end, in order for me to have a visual of this? 

Hi @"johnni88", let's jump right into this! Based on everything you described, and since you can see a "My Mac" folder inside your Dropbox folder, it sounds like you have Backup enabled for your account. Can you try to disable it, using the steps mentioned here? That should do the trick. Keep me posted and let me know of…

Hi @"apeleg2", I'd be happy to help! Can I reach out to you, and send you an email, in order for us to have a closer look into this? Keep me posted! 

Hi @"Charles S", do you see any errors when you try to preview your file online? Have you tried previewing it from either the mobile app, or the desktop app? Also, it seems that .hevc is a codec. Is the file type the same, or maybe a .mov or .mp4? 

Hi @"IH81", this memory you shared might have been the key to this. Although we can't "see" how a deletion happened, my guess would be the same as yours. Possibly, the system restore caused this, resulting in your files being deleted. Or is it possible that you have another, third-party app accessing the files? It is…

Hi @"raphaelweis", let's jump right into this! It seems you're referring to "camera uploads", right? Unfortunately as you guessed, you can't create this folder manually, since the process happens automatically. Can you clarify the OS on your phone, and the language you have chosen there? Keep me posted, and we'll take it…

Hi @"danielarce", could you also check if there's a third party app, like a security app, that could be hindering the syncing process? Could you try temporarily disabling your antivirus or firewall? Maybe that will do the trick. Let me know of any updates!

Hi @"Shmerl86" & @"DustySway", thanks for letting us know! Can I send you an email, in order for us to have a closer look into this? 

Hi @"Sleepless Digital", thanks for the screenshots! In general, the Dropbox desktop application requires admin privileges to be installed on a machine, and this would also include any new updates for the app itself for it to function properly. Is it possible that you're using the app without admin rights in this case?…

Hi @"adelaide2023", if the file was harmful in any way, it would have affected your Dropbox files, and device the moment it got added into the account. Since you mentioned that there wasn't any odd behaviors there, then I believe you'll be okay. In any case, keep an eye on it and if you have any concerns, or questions,…

Hi @"Bogdan Rus", thanks for posting here today! I just sent you an email, in order for us to have a closer look into this. I'll see you there! Cheers!

Hi @"Juliev22", I did and responded back to you. 😊 Hi @"chiamami", you've got an email! See you there! 

안녕하세요 @"dhyl", 저희 커뮤니티에 오신 것을 환영합니다! 문제를 올바르게 이해했다면 앱이 중단되어 기기에서 웹으로 또는 그 반대로 콘텐츠를 동기화할 수 없는 것 같습니다. 맞습니까? 그렇지 않다면, 저에게 더 많은 것을 알려주시고 저를 수정해 주시기 바랍니다. 첫 번째 단계로 버전과 함께 앱의 현재 동기화 상태를 명확히 할 수 있습니까? 또한, 언제까지 그렇게 되었습니까? 더 알려주시면 바로 처리해드리겠습니다! 추신: 위에 내 메시지의 자동 번역을 포함시켰습니다. 실수가 있을 수 있습니다. -- Hi @"dhyl", welcome to our Community!…

Hi @"Bb96", in this case, can I send you an email, in order for us to have a closer look into this? 

Hi @"Imsotiried", I hope you're doing well! I can see that you have successfully responded back to Nancy's email. She'll get back to you, as soon as possible. Thanks! 

Hi @"IH81", sorry to hear about this! As a first step, I'd suggest that you have a closer look into this thread, which can give you an insight as to what might have happened, and caused these deletions. With that being said, can you clarify the type of plan you're currently using? I'm not sure these files can be recovered,…

Hi @"Willem3", I'd like a couple of screenshots, if possible. Can you send me one of the error messages you get, when you try to edit your content, and another one of the warning you get when you open your Dropbox app, please? Also, you mentioned that you downloaded "Dropbox: Documenten in Drive", can you send me a…

Hi @"draxsynsmommy", I hope you're doing well! Without access to the email address, I am afraid that there's not much you can do. It wouldn't be possible to read this code, therefore access the account. Is it not feasible to recreate the email address and attempt to login again? Let me know more!

Hi @"kn03del", have you tried any of the troubleshooting steps mentioned throughout this thread, such as clearing your app's cache, or uninstalling, then re-installing the app? Just asking, to make sure we're on the same page here. If you could attach some screenshots of the error you get on your end when you work on the…

Hi @"William F.7", thanks for posting here today! You mentioned that you've tried using different browsers. Do you notice the same behavior on all of them? Also, do you notice this when you try to upload specific content, or with all of them? Let me know more! 

Hi @"TurquoiseWoman", as a first step, can you check your Backup page online, and let me know if you have any backups enabled? If you could attach a screenshot of what you see on your end, that'd be most wonderful. You can do this by clicking the camera like icon and attaching your screenshot here.