Nancy Dropbox Community Moderator

Thanks for that. If you scroll up or down the email showing in your last screenshot, can you see the messages I’ve sent you?

Alright, let’s try something else. I’d like you to open your File Explorer instead and press Shift + right click on your Dropbox folder. After that, please click "Send to > Desktop (create shortcut)", and then remove the " - Shortcut" at the end. Does that seem to help more?

Great thinking there, @"Kulakat1"! Glad to hear you were able to sort this out.

Thanks for letting me know about that! It’s not necessary that everything related to Dropbox will be lagging, in this case. If you try the steps I sent you above though, and the issue still persists, then I’m happy to investigate this further and isolate the issue more.

I see. Since there isn’t something evidently wrong from what you’ve mentioned so far, I’d definitely suggest that one of the members who’s having this issue contacts our support team again, so that they may continue with the troubleshooting. It’ll be better this way, as our team has account visibility and they can look…

Thanks for the additional info! Did you check the syncing status of your Dropbox app, and it’s currently up to date?

Thanks for that, Danielle! I’ve found your ticket, and left an internal message for our team to see.

@"dhillman", what’s the OS version of your computer? If you add a small file within your local Dropbox folder, do you see it online after that? I’d like to see if the Dropbox app is completely stuck.

Hi @"Charles M.33"! Hope you’re doing great. If you’re using the current Backup Beta experience, content won't be moved from your system folders and will remain in its original location while being backed up to Dropbox. Besides the original folders on your computer, you should be able to access your backup via your Backups…

Hi Philip! Did you also disable/re-enable the "save screenshots and screen recordings” feature via your app’s preferences?

You have a new email from me, @"Jacob Potter"! Please reply back, when you get the chance.

Hey @"JB M.2"! Yes, the Photos tab just shows all the photos you have stored in different locations of your Dropbox account, and it’s not taking up extra space from it, as these aren’t duplicates. So, if you delete a photo via the Photos tab, it’ll also be deleted from the original folder. Hope this helps!

Thanks for bringing this to our attention, @"Sabinevanderhulst"! Since this is a billing matter, I’d suggest looking into it with our support team directly. If you haven’t already, you can submit a request with them via this page. Please send me your ticket number after that, and I’ll also leave them an internal note. Let…

@"KSBilly", can you let me know what troubleshooting steps you’ve tried so far? Have you switched browsers, checked via incognito window, tested this with a different payment method (if applicable)?

Hey Rich, sorry to jump in. You mentioned above that you’re upgrading using the Dropbox website, but billing is through iTunes. Can you please clarify that? Also, have you tried an incognito window perhaps? If not, please give it a go and let me know if it makes any difference.

Alright. Can I log a ticket for you then, and investigate internally? I can message you to this email address.

@"PRQ", what if you delete the existing Dropbox shortcut and try to recreate it with the steps I sent you above? Does that seem to help? I checked your previous screenshot, but it doesn’t look like you were on the Account tab at the time. If you click on the Dropbox icon in your system tray again, do you see a small icon…

@"Mark H.94", are you also using Google Drive on your device, and there’s a conflict with the syncing icons you see?

Hey @"SC21"! Click the Start button and then (depending on your OS) click Computer or My Computer. In the Computer window, right click the drive you wish to check and then, click Properties from the menu. In the Disk Properties window, the information is listed next to File system.

Welcome aboard our Community, @"Limitedheadroom"! Did you quit/relaunch the Dropbox app, and it still says you’re ineligible for the update? What’s the app version you’re seeing at the moment? Can you also send me a screenshot of the message you see on your Sync tab? Keep me in the loop.

Thanks for this info, Jon! One more thing I may suggest; can you pause the syncing of the Dropbox app, encrypt the folder, and then resume syncing again? Do the conflicts occur, if you do this instead?

Hmm, I see. Are you still having trouble with the Windows update shown in your first screenshot? What if you uninstall the Dropbox app, while your antivirus is still off, restart your computer, and then install the Dropbox app again?

I was able to go through the tickets you provided above in the meantime, to see if there’s something we didn’t check so far. You mention the app version is 190.4.6383. Is it the same version your member is seeing on their desktop app at the moment, as well? I'd like to make sure they're not running the beta version instead.

Hi again, @"RobinVideo"! If you open the email address that's linked to your Dropbox account now, can you see my email and reply back? I've sent you a new one, just in case. If you can't see it in your email's inbox, please check your spam folder, too.

Hi @"PRQ"! To recretate the Dropbox shortcut in your taskbar, please click on the small Dropbox icon in your system tray, go to your initials/profile picture > Preferences > Account tab. When you're at the Account tab, press alt + h on your keyboard, and click the "Create desktop shortcut" button. Do you see the shortcut…

Thanks for posting your question here, @"paul1755"! You can definitely do that. When downloading files/folders via your Dropbox web account (which has the 250GB download limit), you can select the destination folder to be your external hard drive. The files you’ll download in bulk will be exported as a .zip file, which you…

Thanks for testing that, Jacob! If your ISP doesn’t see any issue on their end, please let me know here, and I’ll be glad to investigate this further.

Hi @"vdo333"! I’ve merged your message here, as you seem to be seeing the same icon that’s mentioned in the OP. Please check the solution provided above, and for anything else, I’ll be right here.

Thanks for the clarification, @"ar1zona1"! At the moment, the Dropbox website has an upload limit of 50GB. If you wish to back up your external drive, without affecting your local hard drive space, may I suggest our external drive backup feature instead? Please take a look, and let me know if this is what you’d like to…

Thanks for the extra info, Jacob! Appreciate it. From what you’ve mentioned so far, it sounds like the issue lies with the new router. Is this only happening when trying to download large files? What if you try to download a couple more files that are smaller in size? I’d like to make sure this doesn’t happen at random. If…