Megan Dropbox Community Moderator

Hey @"Jay Lalwani"! I checked this thread, and it looks like our colleague, @"Hannah" has already been in contact with you via email. Hang tight, and she'll reply back as soon as possible to help with your request. If you need something else, please let me know and I will be more than happy to help every step of the way. 

Hey @"CSavage", let's see what we can find together about this! Would you mind clarifying the app's current syncing status? You can find both by hovering your mouse over the little Dropbox icon in your taskbar next to your WiFi. One more thing I'd like for you to try is to sign out of the app, and then back in. Do you…

Hey @"sarah copland"! I'm going to suggest something outside of our scope here. However you might be able to further reach out to Apple for additional help. More specifically, you can try to check for the "Passwords" option on your dad's iPad settings, and check if his Dropbox account's password is accessible and saved…

Hey there, @"Fred20", let's jump right into this! Have you tried to contact Dropbox Support directly for this? If you open an incognito or private window, where you aren't logged into any Dropbox account, you can submit a ticket via this support page. Once you've sent your request, feel free to send me the ticket number,…

Hey @"Keith15"! Take all the time you need to test this out, and reply back to us with more info. 😇

Hey @"Lalane Baloch"! Just popping in to see if you've had a chance to look at our last message. Still need help? We're all ears! If the issue is sorted, let us know what worked out for you.

Hi @"TomMunch"! Essentially, the Dropbox system extension is required in order to make your files and folders online-only. Being opted-out of the system extension may also mean that if you have existing placeholder files (files with the grey cloud icon) and try to open them by double-clicking the file, you may see an…

Hey @"EnzoBastianello", thanks for posting here! Your feedback regarding our products has been very valuable and I will endeavor to make sure your voice is heard. We listen to your needs because it allows us to fully appreciate how Dropbox fits into and influences your daily routine, so it's always helpful. I will do…

Hey @"Marcel3", let me also jump in here! Can you try marking the files you're having an issue with as available online, and then available offline again? Also what is the size of the files that you are trying to open? Please send us a screenshot of your device’s storage clearly showing the amount of free space that you…

Hey @"Verwijs", thanks for posting here! Based on the info that you've provided it looks like this is an unsupported distro. Dropbox only officially supports the installation of the Dropbox application on: -Ubuntu 64-bit: 18.04 or later -Fedora 64-bit: 28 or later You can see more about that here. If you need something…

Hey @"graizada", let's jump right into this! I went ahead and created an email on my end for you in order for us to investigate further. Reply back to me, and we'll take it from there. Thanks a bunch!

Hi there, @"Lisgck1" welcome to our Community! Based on the info you've provided along with your screenshots, it looks like you're using our Dropbox Backup feature. When you click the "New location" next to your folders are you redirected to our backups page by any chance? If so, could you please check there if you have…

Hi @"rotem33", thanks for posting here! Based on your info it sounds like you are referring to our Dropbox Sign SOC 2. You can find and download them from the compliance section of our Trust Center. You’ll be prompted to sign an NDA before you can download the reports. Please let me know if you need further assistance. 

Hi @"bobbiebrown", let's jump right into this! As a first step, can you make sure that you don't use any 3rd party security software? Please keep an eye out for one called ESET since it might be causing the issue. More specifically a feature called Host-based Intrusion Prevention System (HIPS) If this doesn't work can you…

Hey there, @"Toa_Of_Justice", let's jump right into this! I definitely see where you're coming from. Could you also send me a few screenshots of the behavior you mentioned, in order for me to have a visual too? Waiting for your updates! 

Hey @"atxmama", sorry to hear about that! I definitely see where you're coming from, and how important it is to get back syncing your work. With that being said I was able to locate your active ticket on our system. It seems your case has been escalated to our specialized agents, therefore I believe it's best to wait for…

Hi there, @"JimJinNJ"! I'd love to gather some additional info here. Would you mind clarifying your device's OS, along with the Dropbox app version that you have installed there? You can find this by hovering your mouse over the little Dropbox icon in your taskbar, next to your WiFi. Do you notice the same behavior once…

Hi @"Abdullah Hasan", thanks for the info! Could you try a different browser and let me know if you notice the same behavior there? If I were you, I'd also try clearing the cache of my Chrome browser, and try again just to see if the same thing happens then. I'll be waiting for your updates! 

Thanks for letting us know more @"Pamar"! Happy to see that everything is back on track. If you need something else, please let me know and I will be more than happy to help every step of the way. 😇

Hey @"petermooreworld"! Happy to see that your issue is now resolved! Give us a shout if you have any additional questions, or thoughts. 😇

Hey @"phla"! I checked into our system, and it looks like you have more than one cases and requests. It looks like another ticket that you had with our specialized team has recent updates. Can you filter your email's inbox and also check your spam/junk folder to let me know if you can see them? The best course of action is…

Hi @"abschmidt", let's dig deeper to see what we can find about this! How long has this been an issue, and what OS do you use on your MacBook? When you wake your device is the app open and running? You can check its syncing status by hovering your mouse over the little Dropbox icon in your menu bar, next to your WiFi.…

Hi there, @"petermooreworld" let's see what we can find together about this! I think I know what the culprit here is. When accessing your home page online, and specifically on the left sidebar; you should be able to see the following tabs: "Home", "Folders", "Activity" and "More". Based on your screenshot it looks like…

Hey @"BentHolm"! What Rich mentioned is true. It sounds like this is an Excel issue, or setting rather than a Dropbox one. With that being said, I can't provide you with the exact steps on how to resolve it. However, on our side the best thing that you can do is make sure to sync these files as available offline before…

That sounds great @"chaseclay"! I'll be waiting for further updates. Reply back to me once you have more info. Thanks!

Hey @"FHarriott", thanks for letting me know about that! I checked on our system and it seems that Chadwick, the agent working on your case replied back yesterday. Can you check your inbox and your spam/junk folder of your email, in order to confirm if you received a reply or not? If you did, can you reply back to him with…

Hey @"Eliket", I just sent you an email. Reply back to me, and we'll take it from there. Thanks! 

Hey @"BentHolm"! Do you notice this behavior both with available offline, and online only files? What icons do these files have next to them when you locate them inside your Dropbox folder? 

Hey @"chaseclay", thanks for posting here! I want to make sure we're aligned, so allow me to gather some additional info before I respond to your questions. You mentioned a file/folder sharing tool. Can you clarify what you're actually sharing, because you also talked about Whatsapp invite links. Would you be able to share…

Hi @"JimJinNJ", thanks for the heads up. If you need anything else, or when you're ready to continue troubleshooting please let me know and I will be more than happy to help every step of the way.