Nancy Dropbox Community Moderator

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…

Hi @"gc_777", as the next step, I’d like you to follow these steps, which will force the shared link contents to download from your browser. Does that seem to help? If not, is there any chance the owner of the shared link can disable it, and send you a new one instead? I’d like to see if that’ll fix the issue.

Hi from me too, @"Kulakat1"! You can do this with the same steps Hannah linked above. If you want to move this folder to your root Dropbox folder, then upon selecting the end location, please click on "Dropbox". In case you're having any trouble along the way, feel free to send me a screenshot of what you see.

Thanks for posting about this on the Community, @"ar1zona1"! Can you clarify what’s the total size of files you’re uploading at once via the Dropbox website? As for your desktop app, have you set the default for new files/folders to be online-only (via your app preferences)? I’d like to make sure that, after uploading to…

Hi from me as well, Sergio! If the shared link doesn’t work via an incognito window, and you try to create the link again from scratch, are you able to do so, or are you getting any error messages? I’m asking, because if your account’s sharing has been banned indeed, you won’t be able to create new shared links either.