Megan Dropbox Community Moderator

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…

Hey @"Khandy", 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 to us…

I definitely see where you're coming from, and it's understandable and more convenient to use camera uploads. It is for me too, if I'm being honest. 😛 I just wanted to share the possibility of using manual uploads in the meantime. When you mention "night mode" can you let me know more about which setting you're referring…

Thanks for the ticket number @"Jon_DFH"! 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 to us here in the community, your…

Hi @"DBuser555" let me jump in here! Your files whether .jpg or .PNG should be syncing to your camera uploads, as long as they're in your phone's camera roll. Do you notice this behavior with a specific .PNG file? Can you recreate it when using another one? Also, what is the OS you're using on your end?

Thanks for the heads up, Jon! Would you mind sending over your ticket number reference, in order for me to locate it on our system and check its progress? 

Hey @"mark k." let me jump in here too! Would you mind checking the app's preferences, and specifically your Backup tab to see if camera uploads are enabled there? Also, please hover your mouse over the little Dropbox icon on your taskbar, next to your WiFi and let me know the version of the app that you're using, and its…

Hey @"Lmstreng"! It sounds like you migrated to the updated version of Paper. Now your Paper docs are in your Dropbox folder. Paper docs and Dropbox files will be accessible in the same place alongside all your other Dropbox content. Which platform do you use when trying to edit your Paper files and what is your OS? Also…

Hi @"Jon_DFH", let's jump right into this! When you mention that the app refuses to sync online-only, would you like to share some additional info with me? Do you try to change your files from available offline to online-only using these steps, but it doesn't change? What is the app's current syncing status? Keep me…

Hi there @"Matteo23B" let's jump right into this! When you visit your account online, are you able to see both the changes you make and also what they edit on their end? Also, do you share one Dropbox account, or do you each have your own? Also, would you mind clarifying the app's current version that you're using along…

Hey @"ROBERT369", can I send you an email, in order for us to have a closer look into this?

Thanks for reaching back out with more details about this @"Smittje"! Taking into consideration the number of files you're uploading, the performance of the Dropbox mobile app can be affected as our engineer shared earlier in the thread. This can happen when the sheer number of files exceeds what the app can handle at…

Hey @"ROBERT369", let me jump in here! When was the last time you viewed your Paper documents when visiting your account online? Have you tried switching to a different browser to see if you notice the same thing there?

You should be able to click the camera like icon and attach your files here @"Smittje". You might need to do this using a desktop device, if you don't see the option when using your mobile.