Megan Dropbox Community Moderator

Hey @"jdking" let's see what we can find about this together! When you say that your 4TB external drive will not show up for Dropbox Backup, I assume you mean that you can't see a dialog box when you plug the drive to your device, correct? If not, feel free to clarify more. Can you try to access the app's preferences under…

Hi there, @"tsveg1"! When visiting your events page here, what do you see in regards to this specific file? When was the last time it was edited? Can you send me a couple of screenshots please, in order for me to have a visual? 

Hey @"willmaupin" thanks for posting here today! Let me start off by apologizing if this reply is long, but I want to make sure we've got everything covered. It’s understandable to be concerned when Dropbox keeps indexing files repeatedly. Keep in mind that 2TB of content, is also quite the size for the app to re-index. As…

Hey @"any_", thanks for the added info! Ideally, we'd suggest giving the application time to sync / index the files. If there's no progress being made through, please let us know. Please keep in mind that your content should remain fully available and usable during indexing, and the Dropbox app should continue to operate…

Hey from me @"marksow"! I can see that a couple months ago your ticket was escalated to our specialized team. I'm guessing that the app worked as it should after following the steps the team provided, right? Did you just now start having issues again? 

Hey @"Grinch"! 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 there, @"MplsWritersGuild"! 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.

Hey @"alesmana"! Following up to confirm whether your issue is resolved or if further support is needed. We're here to help either way.

Hey there, @"Wcraymond"! Hope things are going smoothly! Just wanted to check if you still need a hand. If all's well, feel free to share what did the trick.

Thanks for the heads up @"nbd-uk"! Happy to see that your issue is now resolved! If you need something else, please let me know and I will be more than happy to help every step of the way. 😇

Hey @"ke820", welcome to our Community! I'm wondering if the re-sync of your files started because the Dropbox desktop app recently got the Dropbox for Windows update. Could that be the case? When did you first notice this behavior, and do you see the number of syncing files being reduced as you go or is it stuck? Can you…

Hey @"Jayson L.", thanks for all the updates! It sounds like your desktop app recently got the Dropbox for Windows update. If you right-click on these folders, is there any option to make them available offline from your context menu? What is the state of the files when you access one of these folders, and what icons do…

Hey @"RichG_FL", let me jump in here! Is it possible that you don't see the option to make the folders available offline, because this is their current state? Have you tried quitting the app, and re-starting it again? One last thing: Would you mind sending over a couple of screenshots of what you see when you right click…

Hey again @"Ember1"! Quick check-in to see if you caught our last reply. Do you need more help? If yes, then I'm happy to assist. If everything is sorted, we'd love to hear what fixed it. 

Hey again @"savaspar"! Quick check-in to see if you caught our last reply. Do you need more help? If yes, then I'm happy to assist. If everything is sorted, we'd love to hear what fixed it. 

Hey @"seanl144" , I hope you're doing well! Just following up to check if you had a chance to review our last message. If you still need assistance, feel free to get back to me with the details requested. If the issue is resolved, we'd love to know what worked out for you.

Hey @"yesnobutton"​, I hope you're doing well! Just following up to check if you had a chance to review our last message. If you still need assistance, feel free to get back to me with the details requested. If the issue is resolved, we'd love to know what worked out for you.

Hey @"pyxye", I hope you're doing well! Just following up to check if you had a chance to review our last message. If you still need assistance, feel free to get back to me with the details requested. If the issue is resolved, we'd love to know what worked out for you. 

Hey again @"RHC"! Quick check-in to see if you caught my last reply. Do you need more help? If yes, then I'm happy to assist. If everything is sorted, we'd love to hear what fixed it. 

Hey again @"AAlife"! Quick check-in to see if you caught my last reply. Do you need more help? If yes, then I'm happy to assist. If everything is sorted, we'd love to hear what fixed it. 

Hey @"any_", I'd be happy to help you with that! As a first step, would you mind clarifying the exact OS version you're using? Also, I'd like to know the Dropbox app's current syncing status, and version. You can find this by hovering your mouse over the little Dropbox icon in your task bar, next to your WiFi. One last…

Hey @"Poseidon_Simons", I'd be happy to help you with that! As a first step, would you mind clarifying the exact OS version you're using? Also, I'd like to know the Dropbox app's current syncing status, and version. You can find this by hovering your mouse over the little Dropbox icon in your task bar, next to your WiFi.…

Hey @"rarified"​, sorry to hear about that! I was able to locate your existing ticket number in our system. Please rest assured that it has already been escalated and marked as high priority. Our team is currently reviewing your case, and it looks like the agent working on it just replied back a few moments ago. Did you…

Hey @"Albionic Man", let's jump right into this! There's a relevant Help Center article, that explains how this happened, and the steps to resolve it. Can you try what's mentioned there, and let me know if you have any questions? Thanks a bunch!

Hey there, @"Jayson L.", let's see what we can find about this! Keep in mind that for security, and privacy reasons we can't access any third-party links. I've also removed them to avoid further traffic from users that might be visiting our Community. Now onto what you mentioned. As a first step, can you let me know the OS…

Hey @"Idaho", let me also jump in here! Can you send me a screenshot of the message you get when trying to open these files? You should be able to click the camera-like icon when replying back to us, and attach your screenshots there. Also, how many days has this behavior been present?

Hi @"Aernout", let's jump right into this! Would you mind clarifying which version of the Dropbox desktop app you're using? You can find this by hovering your mouse over the little Dropbox icon in your task/menu bar, next to your WiFi. See more about it here. If you could walk me through the steps that you follow in order…

Hey @"longball75", thanks for the speedy reply! No need to publicly write your email address here. It looks like your Community profile is linked to this email address. This is also the address I used in order to locate your existing ticket number, and the one you used to reach out to us. Can you try to contact Dropbox…

Hey @"Crimson Carrot", I'm going to need some account-specific info, in order to look into this. I just sent you an email to have a closer look at your case. Reply back to me, and we'll take it from there. Thanks! 

Hi @"longball75", sorry to hear about that! I did some digging in our system, and I was able to locate a ticket number of yours that ended up in our unmonitored inbox that will not be answered by our support team. However, it looks like one of our agents replied back to your initial request that you made mid June. They…