Megan Dropbox Community Moderator

Hey @"FlavioMark", thanks for posting here today! What steps do you follow on your end, when trying to redeem your offer? Does the info shown here help at all? Let me know more, and we'll take it from there!

Hey @"Quentin10", I was able to locate your ticket number on our system. I had a look and I can see that our agent is actively helping you. Since this issue requires advanced tools and expertise that aren't available to us here in the community, your case is in the best possible hands with them. While we can't intervene in…

Hey @"Gaatjeniksaan", I was able to locate your ticket number on our system. I had a look and I completely understand how frustrating it can be to wait for a resolution. I want to assure you that our specialized team is actively looking into this. Since this issue requires advanced tools and expertise that aren't available…

I just sent you an email @"Wojtek Fus"! I'll see you there, thanks! 

Hey @"ashbyrika" let's jump right into this! As a first step, can you clarify if you're uploading the files using a File Transfer, or directly to your Dropbox account using manual uploads? Also, do you use your mobile's browser, or the mobile app? Feel free to clarify your iPhone's exact OS too. Have you tried breaking the…

Hey @"Wojtek Fus", thanks for the info! It might sound trivial, but have you tried rebooting the device ever since you first noticed this issue? What about trying to quit and relaunch the app? If none of these steps work, can I send you an email in order for us to have a closer look into this? 

Hey @"rdx111" let me also jump in here! Have you tried a different browser, by any chance? Just to check if you notice the same thing there. Would you mind sending over a few screenshots of what you see the select the files using our website, and what you see when you check your Dropbox folder's properties?

Thanks for the info, in order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile @"ryofurue"?

Don't worry @"DHK"! I just sent you an email, and I'll be happy to continue troubleshooting with you there. Cheers!

Hey @"Wojtek Fus" thanks for posting here today! I'd be more than happy to look into this for you. Does this happen with anything you're trying to record, or only on specific apps or areas of the screen? Also, do you have any other apps that could be running at the same time and affecting the performance of Capture during…

Hey @"PoweredUp", thanks for the screenshots! At the moment, it's not possible to remove content that shows up under your activity. Your feedback regarding this has been very valuable and I will endeavor to make sure your voice is heard. I will pass on your comments to the relevant departments so that we can further…

Hey @"abitofhelpplease" welcome to our Community! From what I understand, you want to transfer your files from an old device, so you can then access them on your new laptop. Is it safe to assume that the music files are currently saved on your device but not in Dropbox? If not feel free to clarify. Here's how this can…

Hey @"TBD2023", let's see what we can find about this together! Do you notice this behavior only when you try to open your shared link through your Gmail? For instance, if you simply copy and paste the shared link on your browser, does the same thing happen then? Also, you mentioned that the actual link works in the…

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

Can I send you an email, in order for us to have a closer look to your exporting problem @"Lmstreng"? 

Hey @"SteveDC", thanks for posting here today! Dropbox's latest update has introduced improvement to its installation, background processes and extensions. To clarify, are you referring to app extensions and system files that help optimize our app's performance? Feel free to send me a screenshot of the items you mentioned,…

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

Hey @"ryofurue", thanks for the heads up and added info! You should be able to copy and paste your screenshot when replying to me. Alternatively, you can click the camera-like icon and attach it that way. Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic…

Hey @"Lmstreng", let me ask one more thing. If you create a new Paper document, does it automatically show up in the Paper section online and on the mobile app? Can you then export your new document?

Hey @"TartanTrumpet"! When I'm referring to your Backup, I'm talking about the "Mac" folder inside Dropbox. If there are no files there, feel free to delete it. As for the "couldn't sync files" have you tried clicking on the "fix" option, to see where that takes you?

Hey @"JoelBille"! Would you mind sending over a few screenshots of the icons you see next to the files that you open and edit frequently, and those that haven't been accessed in a long time? Is it possible that this behavior is similar to the one described at this relevant Help Center article about online-only files after…

Hey @"Matteo23B"! Have you asked them to make sure that they're app is open, and syncing correctly? Maybe it's best for them to contact us, in order for us to troubleshoot further with them just so you can avoid the back and forth, and so they can send us a few screenshots of what they see. Additionally, feel free to share…

Hi @"ryofurue", thanks for bringing this to our attention. Does the issue go away after rebooting your device or quitting and relaunching the app by any chance? Could you confirm where your Dropbox folder is currently located on your machine? Feel free to also hover your mouse over the little Dropbox icon on your menu bar,…

Hey @"JoelBille", from me too! Have you tried to copy and paste the screenshot instead? As for your new files staying in the online-only status, would you mind clarifying how you uploaded these files? Did you use the app to sync them to your account online, or the website? Also did you recently edit them locally?

Hey @"TartanTrumpet", thanks for the screenshot! It looks like your Backup is indeed disabled. Let's see why the app still syncs it. Would you also mind clarifying your app's current syncing status? Also, do you have any files/folders inside your Mac's Backup folder? 

Hey @"Matteo23B", happy Monday, thanks for the info! And when they check their Dropbox account online, can they see any new changes that you made along with their additions? I'm asking, because if they can see the updates you make when visiting their account online, then this might indicate a syncing issue with their app.…

Hey @"TartanTrumpet", let's jump right into this! Based on what you described, it sounds like you have enabled our Backup feature. Before taking any actions, can you check your Backup page online to see if the feature is still active or if it's been disabled? You wouldn't want to trash the folder, while the feature is…

Hey @"ianscott"! 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. Have a great weekend ahead! 😇

Hey there @"ianscott", welcome to our Community! Let's jump right into this. Can you please let us know if you get any different results after clearing your browser's cache or on another browser? Can you also try the following: 1) Click the refresh button at the bottom of the CAPTCHA box. This will give you a new image of…

Hey @"christy21", thanks for posting here today! The fact that it works when you view the link using an incognito mode, or that it initially works for them but then it stops makes me thing this might be a browser issue. Have they tried accessing the link using an entirely different browser, or an incognito tab on their…