Nancy Dropbox Community Moderator

Hi @Charlotte_Amsterdam! Thanks for your post. Can you clarify the size of the shared folder you’re trying to access? We’ll go from there.

Hi from me too, @landman1. I’d like to start off by saying that once you delete a file from your Dropbox account this way, it should no longer take up space from it, so there’s no need to permanently delete it on top of that. If you receive this message again though “the file is lost forever but this does not free up…

Thanks for posting on our Community, @user283! In general, we have no account visibility on the forum, so I’m afraid I can't check any details on your Dropbox account. However, I'd like to ask you something here first. You said that your students installed the Dropbox app on their computers. Is there any chance at all that…

Hi @yuri_k! Can you please follow these steps next, from your Home page at www.dropbox.com? They’ll allow you to calculate the size of the folders you have on your Dropbox account, and see which one is taking up the most space.

Hi from me too, @dlus99! Based on your screenshot, it looks like the majority of your Dropbox space is used by shared content indeed. Can you also follow these steps to calculate the size of your folders on the Dropbox website, and send me one more screenshot of the results? You can copy and paste it here directly.

Thanks for your post today, @OChannel. I’m sorry to hear the issue persists, and thanks for the video. First things first, I’ve found the ticket you mention in the system and left an internal note for our support team on your behalf. Now, regarding your Dropbox app, you can definitely reinstall it next (as I understand you…

Ah, no worries! That’s great then; you have more than enough space indeed. When did you notice the issue between the Files app and Dropbox? Was it after a specific OS or Dropbox app update?

Hi again, @EricT14, and sorry for the delay. You can follow @chrisreeves’s steps next, since they helped resolve the issue. If that doesn’t do the trick though, I’d recommend moving forward with an advanced reinstall.

Thanks for that. It looks like your desktop app is running the beta app version at the moment, which is experimental. Can you try switching to the stable app version next, as a test? To do this, you first need to turn off early releases here, and then click on this link. Other than that, can you clarify if the…

Thanks for posting on our forum, @marak, and for your screenshot! Since you’ve already tried a bunch of troubleshooting steps on your end, we can check a few other things together. First off, are the files/folders those links were created for synced to your desktop app? You can also go to your Dropbox settings online and…

Hi @NLC99! Hope it’s alright for me to jump in. As Hannah mentioned, the Dropbox app needs at least 500MB of free device storage, so that’s necessary to make sure the offlining feature will work properly. Before reinstalling the Dropbox app on your device, did you also clear its cache (via the Dropbox mobile app settings)?…

Lovely! Thanks for keeping me in the loop. Feel free to ping me, if you need something else.

Thanks for your post, @slieber. There's a chance some of your folders have been selectively synced on the specific device. What I want you to do is open your desktop app preferences and follow these steps. If your missing folders appear not checked in the selective sync list, you can select them again and wait till they…

Fingers crossed! 🤞 If anything comes up though, feel free to post again.

Hi @wbt. I’m sorry to hear about your experience. I’ve removed your PDF attachment from our forum, as it contained personal info. However, I was able to see the ticket number linked to your support interaction. I’ve already located it in our system, and left an internal note with your comments for our support team. Other…

I see. Do you remember the last time you were able to see those files either on the Dropbox website, or your mobile app? If you happen to know any specific filenames, you can also use the search bar on the Dropbox website and check if it’ll return any results. It'd also be useful to know if these files were shared with…

Hi @fox4ua! Since we’ll need account visibility for this, I’ve gone ahead and logged a new ticket in our system. Please check your email address, when you get the chance, and respond to my email. Thanks.

Hi @bblu2095! This feature should already be live. Can you perhaps send me a screenshot of what you see on your end, when previewing a markdown file on Dropbox? Have you tested this on multiple browsers/an incognito window?

Welcome to our forum, @amandaaaas, and thanks for posting this here. To make sure I got this right, you’ve been using camera uploads on your mobile app to automatically add your photos/videos to your Dropbox account. Correct? When could you last see those missing files on www.dropbox.com? Was it within the last 30 days, or…

Hi @jhtrout! Thanks for reporting this. Do you mind sharing a screenshot of how the panel appears on your end, so that we can have a clearer image of what you see exactly? Of course, you can mask any personal info that may be showing on your screen. Speaking of a recent update, can you also send me the current syncing…

Did you notice this issue after an OS update, especially since you mention this isn’t happening on a different device? Or did this occur randomly/following a Dropbox app update instead?

Welcome to our forum, @Ptremie. It sounds like you may have a third Dropbox account for which you’re currently being billed. Can you check your bank statement and see if there’s any reference to the App Store/Google Play Store next to your Dropbox payment? If there isn’t, I’d like you to use the 12-digit transaction ID…

Hi @thmheavy! I meant that I’ve sent you an email regarding your request. Sorry if this caused any sort of confusion. I see you’ve already replied though, so I’ll email you back as soon as possible with more updates.

Thanks for your post, @Big_Mack1. To download your Dropbox files, you can follow the steps that are outlined here. However, if you have trouble with any of the instructions provided in the Help Center article, feel free to copy and paste a screenshot of what you see here, and I’ll be more than happy to have a look. Cheers.

It looks like we’ll need to check this internally, @thmheavy, so I’ve logged a ticket for you. Please reply to it as soon as possible, and we’ll go from there.

Hey @walkabout, I’m really sorry for the late response. I just wanted to mention that there’s a possibility you’re getting these emails for another Dropbox account, so your files may still be there. Can you check the emails you’ve received once again and look at the email address they’ve been delivered to? Is it the exact…

Hi again! In this case, you can try a basic reinstall first through this link. If this doesn’t help, we can check if there’s another step we can try before, or to avoid, an advanced reinstall.

Hi @sopek, and thanks for your post. Without access to your linked email address, I’m afraid there isn’t much we can suggest either, due to security reasons. However, you can definitely reach out to your ESP (email service provider), or IT department, and they can help you regain access to your email address first. After…

Hmm, I see. Thanks for clarifying! Can you send me a screenshot of said files and of the sync icons next to them? If there’s a file with a sensitive name, you can obscure that one. Thanks for providing the troubleshooting steps you’ve tried so far, as well. I understand that this occurred after having a fresh install of…

Hey @Stylee_Dan. To clarify, the “make available offline” option is there when you right-click on your Dropbox files, but nothing happens when you select it. Correct? You also mention selective sync, which is a separate feature, so I’d like to double check what steps you’re following exactly to make your files local on…