Nancy Dropbox Community Moderator

Thanks for posting this here, @JC34! Can you send me a screenshot of what it is you see exactly when opening your Dropbox Paper docs? Besides that, are you able to share files normally? If you haven’t tried this after the issue occurred, I’d like you to create a shared link on your Dropbox account as a test, and let me…

@"dadamanga", I’m glad to hear everything’s in order now. If you click on the 3 dots at the top right side of the Community thread, do you see an option to Unsubscribe perhaps? Otherwise, you can also go here and unsubscribe from the thread you wish. @"PepperPod", I’m sorry to hear about this. From what I understand,…

Thanks for giving that a go. Did you recently have any OS upgrades on your PC2? If not, feel free to try out these steps to make sure there aren’t other apps on your device that use the remaining overlay icons of your Windows computer (Windows has in general a limit of 15, and 4 of them are used by default by your OS). If…

Thanks for the screenshot! I think I may have understood what’s happening in this case. When clicking on your Microsoft files at the All files tab, do you see something like a side preview on your screen? If yes, please click on a small square button located above your files on the right side (it’s right next to the button…

Sorry to hear this, @TheQueenFantasia. Do you mean that your Dropbox account has run out of space, so you can’t upload/sync any new files? Have you also tried upgrading via a different browser/incognito window in the meantime? If you happen to have another payment method available, can you please try it and let me know if…

Thanks so much for the ticket number, @"LevelUp"! I was able to track it in our system, and I can see that indeed our specialized team is looking into this at the moment. Since they have account visibility, which we don’t here on the forum, I’d suggest continuing with them directly. However, since I understand this is a…

Hi from me as well, @"mstomasik". Can you send over a screenshot of what you see on your end, when the scan gets stuck? Also, is "Auto Capture" set to On or Off? You can check the status of Auto Capture by looking at the "Auto" icon at the top when capturing a scan.

Hey @"ashantirae12"! Is this happening on Dropbox Sign for you, or when using the Signatures tab (while being signed into www.dropbox.com)? Have you already tried to switch browsers/test this via an incognito window, and if yes, did that seem to help at all?

Hey @"bbogdan". Hope you don’t mind me chime in. Can you clarify what’s the file extension of the files that get uploaded into Dropbox after you’ve scanned them? I’d also like a screenshot of how they appear on your end then.

Are you referring to the lack of syncing icons when it comes to your second computer/PC2 perhaps? If yes, can you please check that device and let me know the syncing status and app version of Dropbox there? Also, if you try to open one of these files, do they open normally? Have you tried restarting your computer, and no…

Hi @Belm, and thanks for posting on our forum! If you go to your Apps tab here, and scroll down to the "Default editing apps” section, are your Microsoft files set to open with “Word for the web” and “Excel for the web” or are they set to “View on www.dropbox.com”? If the former, please take a screenshot and upload it…

Hi @"LevelUp", I’m sorry to hear about the situation. As a first step here, I’d like you to send me the ticket number from your support interaction. This way, I can have a look as well, and see if there’s something else we can possibly suggest as a workaround here. Give me a nudge, when you’re ready.

Glad you were able to figure this out! I’ll be here, if you need something else.

Thanks for clarifying the syncing status! As for the file count, can you please right click on your Dropbox folder, go to “Get info” and send a screenshot of the next window you’ll see? This may indeed not be the cause of the issue, but it’ll give us a rough idea of what may be happening. Let me know, and we’ll go from…

@"ThisHighUp", when relaunching your Finder, did you follow these exact steps? Other than that, have you performed an advanced reinstall of the Dropbox app?

Thanks for checking this, @"shadlx"! In this case, what I’d suggest next is to update your Dropbox app to the latest stable version instead of the beta one. To do this, you’ll need to disable early releases here, and then download our stable version from this link. Let me know if that seems to help.

Hey @"Bittobetty", sorry to jump in here. Can you also share with me the syncing status and app version of your Dropbox app? I’d also like to know how many files your desktop app is currently syncing. Any file count larger than 300k that syncs locally on the Dropbox app may cause performance and syncing issues, so I’d like…

Excellent! Thanks for the screenshot, @gthompson19. So, by the looks of it, you’re still on a Plus subscription (since you still have 2TB of available space). Now, as you had initially upgraded your Dropbox account via the App Store and you’ve now cancelled your in-app plan, you’ll need to wait till the end of your billing…

I’m sorry to hear about this issue, @"diamondblend". Let’s have a look. Can you clarify what you mean when saying the 400 error appears for every file you open? Is this happening with your own Dropbox files, besides the ones you access via shared link? If you check the shared link that was resent to you now, are you still…

Hey @"FiggleWiggle"! Did you reinstall the Dropbox app on your phone with these steps and it didn’t make a difference? If not, can you send me a visual of the notification you keep receiving? I’d also like one more screenshot of the permissions you’ve enabled so far, to have a closer look. Let me know when you’re ready.

Sorry to hear this, @"BDesa". Feel free to send over any ticket numbers you may have, and I can take a look for you.

Hi @"alejandro" Q, and welcome to our Community! Is this happening with a single PDF file or with all of them? Can you describe to me the steps you’re taking exactly to open your PDF file with Adobe Acrobat? Feel free to send any screenshots that may help troubleshoot this further. Give me a nudge, when you’re ready.

Thanks for posting this on the Community, @"lkhewitson". Can you ensure she’s also added no-reply@dropbox.com to her email contacts? It may help in some cases. In her feedback, she mentioned that she’s closed her own Dropbox account. Did she mean that the account has been deleted? If yes, keep in mind that users that have…

Hey @"pkliegl"! Hope you’re doing fantastic. Can you please check the email address on your mobile app once again, and compare it with the one you see on your desktop app? I’d just like to make sure there isn’t even the slightest typo, in which case Dropbox would perceive this as a new separate account with no files. Are…

@"SDRSF123", I’ve merged your post here, as it’s similar to the issue discussed in this thread. Can you please check Hannah’s post above, and let me know what’s the file count that your Dropbox app is syncing? Is it possible it’s more than 300k files, which could potentially cause a syncing issue?

Thanks for giving that a go, anyways! Just to clarify, do you wish to switch to a direct Dropbox plan instead of an in-app/iTunes subscription? If yes, please send me one more screenshot of what you see on this page, and I’ll have a look.

Thanks for giving that a go! In this case, this sounds like expected behavior. When a file is online-only on the Dropbox app, what you’re seeing is basically a placeholder of the original file on your device. So, you’ll need to select the option to make it available offline first, before being able to open it. Unless…

Hi from me too, @"luispedroferreira". “Shared”, in this case, is mostly referring to the status of a folder vs “unshared”. So, even if you can only access a shared folder and no one else, it still remains shared until its status has been changed and it’s been unshared by the owner (in this scenario you). Since you’re still…

Hi @"susan f.19"! Sorry to hear you’re having the same issue as the OP. I’m guessing that, besides reinstalling the Dropbox app, you’ve also restarted your computer and it made no difference, correct? Is this only happening with the Dropbox files in your File Explorer, or with all files in general? What happens if you…

Thanks for the screenshot! If you right click on one of the files with the grey cloud icon next to them, and choose “Make available offline”, are you able to open them normally, once their syncing icon becomes a green checkmark instead?