Nancy Dropbox Community Moderator

Hey @"Manuel Carrasco "! Please check your Dropbox email address and reply back to my email, if you’ve seen it.

Hi again, Peter! You can attach your screenshot here by clicking on the small camera icon above your message box. Did you also close the Dropbox app, restart your device, and you still can’t open the Offline section?

Hi again, @"rivera11"! One of our specialized agents has replied back to you, so please take the time to check their email. No worries, @"pixiupl". I’ve just logged a ticket for you, too. Please respond back to it, when you can.

Hi @"fourbanks", hope you don’t mind me jump in. Correct me if I’m wrong, but you’re on a Windows device, right? Can you please clarify the OS version you’re running? Besides that, I’d like you to follow these steps and send me a screenshot of the bit version your computer is using, as well.

Thanks for posting your question here, @"jazzbby"! In this case, what you’ll need to do is to manually add the number of your choice to the name of the file/folder (i.e. 1. filename, 2. filename etc). By doing this, Dropbox will automatically organize your files/folders numerically. However, if you wish to add more files…

Thanks for posting about this on the forum, @"Peter_1". Can you please clarify the OS version of your Android device? I’d also like you to open the Dropbox mobile app, go to the Account tab, tap on “Offline”, and send me a screenshot of the next screen you’ll see. Feel free to send me a screenshot of the error message…

Sorry to hear this, @"whdaffer". Can you please clarify the app version of the Dropbox app you’re running on your iPad? Also, what’s it’s OS version? Since you're on a paid account, did you also reinstall the Dropbox app with these steps and they didn’t help? 1) Clear the cache on your Dropbox app. To clear your cache,…

Hi @"WriterGirl", thanks for posting on the Community! When saying that you reinstalled the Dropbox app on your device, did you perform an advanced reinstall by any chance? I’d also like you to take a look at this thread and let me know if it helps with your issue, as the OP was seeing a similar error to yours. Let me know…

Hey @"Lancey"! Thanks for posting on our forum. From what you mention, it sounds like your browsers are timing out before downloading the full file. If you don't have a strong internet connection as well, this may be the reason why this is happening. Did you also try this via an incognito window on your browser, and the…

Thanks for your post, @"Dennis Womack"! Can you please open your Dropbox app preferences and send me a screenshot of what you see in your Sync tab here? Are you getting any errors on your end, or does the update fail for no obvious reason after following the prompts to install it? Finally, I’d like to know the exact OS…

Hi @"vxville", and welcome aboard the Community! Just to clarify, was it your own Dropbox account that was accidentally removed from the Business team or another user’s? Also, are you an admin on the team or a team member? Has the Dropbox account that was previously removed been successfully re-added to the team or is it…

@"ghulseman", are you looking at the inbox/spam folder of the email address that’s showing here?

Since this is a separate user profile, you’ll most likely need to install and set up the Dropbox desktop app anew there. After that, the user can sign in with their Dropbox credentials, as usual.

Hmm, I see. My guess then is that there could be a small typo when inserting your email address at the Dropbox login page. Even a dot for example will be perceived by Dropbox as a different/new email address and you’d be basically creating a new separate Dropbox account (which seems to be the case here). One more thing to…

Hmm, I see. In this case, I’d suggest downloading the latest app version via this link directly. Does that seem to help at all?

Hi @"GnsGnn", thanks for posting on the Community and I hope you’re doing well. What you describe is only possible if the two people that need to use the laptop have their own user profiles on it, indeed. Since they’ll need their own password to access their user profile, their local Dropbox files will be totally safe and…

Thanks for posting this here on the forum, @"FunnyBox". I know you may have tried this already, but is the Dropbox app still trying to back up the “parent.lock” file even after restarting your computer and Dropbox app? If yes, I’d like you to go to your Backups page here and send me a screenshot of what you see. Let me…

Sorry to hear this, @"e3ecodesign". Unless you’re on a free Basic plan with more than 3 devices linked, have you tried reinstalling the Dropbox app? Can you please also take a look at the rest of the suggestions here in this thread and let me know what you’ve tried so far, so that I can help troubleshoot further?

I’m glad to hear your colleague’s Dropbox app seems to be working fine now! Depending on the OS you’re using, you can try to relaunch the Dropbox app this way: * for macOS, open your Finder > Applications folder, and restart the Dropbox app from there * for Windows OS, go to your Start menu > Programs, and you should see…

To one Dropbox account, not really (unless you add secondary emails to the same Dropbox account, but you can only have one primary email address that you use to sign in). I was just wondering if there’s a second Dropbox account that has the extra quota, and which is linked to a totally different email address. You can also…

@"rivera11", please check your email address and reply back to me, when you can. @"pixiupl", is this regarding the Dropbox account from which you’re contacting us here or for a different account? If it’s for the one linked to this email address, I can log a ticket for you and look into this further.

In short, no it shouldn’t. In this scenario, you’re basically having two copies of the same files on Dropbox; one in the original backup folder and a copy that you create later on within your local Dropbox folder (inside the “Laptop 2024 folder”). If you delete the AA folder and BB.doc from the original backup location,…

Thanks for the info! What’s the OS version of the device you’re using? Regarding your colleague, can you please tell her to hover over the Dropbox icon? The app version should normally be showing there. I’d also like her to click on it after that, and let me know the syncing status showing at the bottom of the pop-up…

Thanks for giving that a try, @"TomWatson93"! Besides Gmail, do you have any other email addresses that could have been used to access that Dropbox account? Also, when was the last time you accessed it? Is it possible it’s been more than a year?

Thanks for the screenshot! Can you clarify what types of files are mostly located within these folders? Feel free to send one more screenshot, as well. Besides Dropbox, are you seeing this type of invalid files anywhere else on your Mac device? What if you go to your desktop app again, and try to drag these folders out of…

Hey @"GuoYunshen72"! Sorry to jump in here. This is expected behavior when running the Dropbox for macOS on File Provider app. Besides the "manage hard disk space” feature, you can also tell most of your files/folders are currently online-only by the grey cloud icon with the arrow located next to them. If the files were…

Hey again, @"crismelo"! When deleting folders from your laptop, can you clarify which folder they’re currently located in, when you delete them? Are you deleting them from your local Dropbox folder, after uploading them, or from another folder? In general, keep in mind that any changes you make to your backed up folders,…

Hi @"TomWatson"! If you log out of Dropbox and sign in again without clicking on the “Sign in with Google” option, but with your old email address and password, can you see your existing Dropbox account, along with your allocated quota?

Since you mention it takes some time for the PowerPoint to load on your browsers, can you clarify if this is happening for all PowerPoint files or specific ones that may include more slides? If you don’t click on the “Save and return” option and let the the PowerPoint autosave the updates, does it say “Saved to Dropbox” on…

Hi @"Officina MAD", thanks for posting on our forum today! Just to clarify, are your colleagues unable to see syncing icons next to their files, as well? Have you all checked your system tray/menu bar to make sure there’s the small Dropbox icon showing there? If there is, what’s its app version and syncing status? Let me…