Nancy Dropbox Community Moderator

Thanks for posting on our Community, anonymous! Can you clarify on which Dropbox platform exactly you’re not seeing a thumbnail of your audio/video files (is it on the Dropbox website/desktop app/mobile app)? Were you able to see a thumbnail before, and it doesn’t show anymore? Feel free to send me a screenshot of what you…

In this case, I’d like you to take one extra step and whitelist Dropbox on your antivirus (since the issue seems to be related to this). Let me know if that helps at all.

Hey again, @"TacoMeNow"! I was about to log a ticket for you, but I can see you’ve already chatted in with our support team, which has automatically generated a ticket in our system. For further help, you can reply back to that ticket directly, and our support agent will further help.

Welcome to our Community, @"wasay61"! Are you seeing all of your updates on www.dropbox.com? If not, are you usually editing/updating files from the desktop app on a specific device? I’d like to isolate the issue, and see if it occurs on a specific computer not syncing your edits to your web account and the rest of your…

Hi @"GZ5"! Sorry to jump in here. I tested this on my end too, but the word “Photo” isn’t added next to the date. Also, the date that you’re seeing (01/25/2024), is it the date you uploaded these files to Dropbox via the website? If you happen to have the desktop app installed on your device, can you copy these files to…

Hey @"TacoMeNow", if you haven’t done so already, can you clear the Dropbox app’s cache, and also reinstall it on your mobile device? I’d like us to test a few things first, before investigating further.

Hmm, I see. Can you clarify when this issue started on your desktop app? I see you mentioned it started in December, but I’m curious if it occurred after a specific update on your computer.

Hey @"SAR1"! Thanks for posting on our Community today. Can you send me a full screenshot of the error you keep getting on your end, as a first step? Ping me when you’re ready.

Hi @"jacobacci"! Please check your email address; you should be seeing a new message from me. I’ll be waiting for your reply there.

Hi @"stairjoke", in general, the Dropbox desktop app requires admin privileges, so that functionalities like syncing icons and right-click context menus may appear in your local Dropbox folder (you can also check this Help Center article). As for the issue you’re having on your Safari browser, I’d be more than happy to…

Thanks for the updates, Jon! Just one thing to clarify, does the issue persist on a specific device now, or pausing the Dropbox app’s sync has resolved it in general?

Thanks for following up, Brian! Can you also send me a full screenshot of the options you mention, so that I can have a visual and guide you from there?

Hi again, @"TW_10". One more thing I’d like to ask is if you have any other email addresses, besides the one you see on this page. If you do, please check whether you have another Dropbox account linked to them, where your files could be saved. I’d like to rule out this possibility as well, and go from there.

Hi @"BrianSFG"! Hope you’re doing well. Can you clarify a few things first? For example, which platform are you using to edit those files? Are you editing them via the Dropbox website, the desktop app, or mobile app? Is the issue that you’re editing the files via the desktop app, and the updates don’t show on the website?…

Thanks for posting on the Community, @"PeeGeeTips"! If your sharing has been banned due to generating excess traffic, I’m afraid you can’t undo the ban on your end. However, if this is the first time this has occurred, the ban should be automatically lifted after 24h have passed. Let me know if you need more help.

Hey @"SarahLou"! Our team is currently looking into it, so we’ll let you know as soon as we have more updates.

Hey @"Rapoo"! You can find the syncing status of your Dropbox app by clicking on the small Dropbox icon in your system tray. The syncing status should be at the bottom (syncing/up to date etc). Also, to clarify, is this something that’s only happening for your Dropbox files, or are you encountering the same behavior when…

@"jay h.5", I’ve sent you an email. Please reply back to me, when you get the chance.

Hi @"Laurence S.4"! Do you mind sending us a screenshot of what you see on your end? More specifically, I’d like to have a visual of the entry icon that you mention, and the “Rename” option being greyed out. Thanks!

Hi from me as well, Vanessa. Can you access the email address showing on this page? If yes, I can log a ticket for you in our system, and we’ll take it from there.

Hi everyone! To investigate this further, we’ll need to continue through support directly. Anyone that wants to proceed, please let me know here and I can log a ticket for you. Thanks.

Ehi @"Frank1948"! Grazie per aver postato sul nostro forum. Puoi inviarmi uno screenshot di ciò che vedi esattamente dalla tua parte? Sarà davvero utile avere una visuale. Contattami quando sei pronto. --------------- Hey @"Frank1948"! Thanks for posting on our forum. Can you send me a screenshot of what you see exactly on…

Hi everyone! The Dropbox team is currently reviewing this idea. We will share any updates with you as soon as possible.

I believe you’re referring to the Dropbox update for macOS on File Provider, correct? If yes, then I’m afraid it’s not possible to revert back to the previous Dropbox version. If you want though, please send me a screenshot of what you see in your Finder > Dropbox folder, and I can take a look.

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?