Nancy

@"George C.34", are you still getting the same error when opening your Microsoft Office files? If you are, I’d also like to know the details Hannah asked for previously, so that we can further help. Thanks!

in "Word is running into problems" error when trying to open Office files Comment by Nancy February 6

Hi again, @"sniffly". If you haven’t already and you’re not on a free Basic plan with more than 3 devices currently linked, I’d like you to relink your Dropbox app next (basically sign out and back in again). If that doesn’t help either, please perform an advanced reinstall after that.

in My macOS desktop app has been stuck syncing 10MB for 3 days. Comment by Nancy February 6

Hi @"MarkBx"! Are you still unable to download your files from the Dropbox website? Let us know, if you need any extra help.

in Can't download files to Android using Web Browser Comment by Nancy February 6

@"MsDClark", I suggest just opting out of File Provider once more for now, without the advanced reinstall. If you’re still having issues after that, or you see copies of Dropbox in CloudStorage like the other user reported, we can further look into it then.

in Opt out of File Provider doesn't work, and it keeps trying to update Comment by Nancy February 6

Hi @"KimNMike"! Thanks for posting here. You can check out this page; it should include all of your backups. To delete them, you can follow these steps. Let me know, if that helps.

in Dropbox says I have 7.9GB of backup files, but I don’t know how to find them and delete them. Comment by Nancy February 6

@"RandallCraig", did you get the chance to try out Megan’s recommendation? Let us know how it went.

in Dropbox only opens the Dropbox folder in finder - not the app. Comment by Nancy February 5

Hi @"david u.4"! Did Walter’s suggestion help, or is your Dropbox app still crashing on your Android device?

in Dropbox app crashes and won't work with the Microsoft Word app on Android Comment by Nancy February 5

Hey @"robshookphoto"! You can still share more info with us, in case you need help with your issue. Don’t hesitate to give us a nudge.

in I can't move my Dropbox files to an external drive Comment by Nancy February 5

Hey @"Evan R.9"! I’m just giving you a little nudge here. If you still need help with the previous issue you reported, please let us know the details Megan asked for above.

in The Dropbox desktop app is not syncing on my macOS Tahoe 26.1 computer Comment by Nancy February 5

Hey @"Sue100", I’m circling back here to see if you still need our help with this. Please let me know.

in Will deactivating my own Dropbox account delete photos from my friend's account too? Comment by Nancy February 5

Hey @"abhi_0743", is the desktop app still asking you to create a brand new Dropbox folder on your computer? Let us know, if you’d like us to have a look into this.

in The desktop app is asking me to create a new Dropbox folder after signing out and back in Comment by Nancy February 5

Thanks for your post and the screenshot, @"sharonp1"! Were you previously able to access this folder? Does it appear grayed out on a different browser/incognito window, as well? Finally, since you mention it’s been synced to your desktop app, can you open it from the local Dropbox folder in your Finder? Let me know.

in I can't open a folder shared with me; it appears grayed out on the Dropbox website. Comment by Nancy February 5

Thanks for joining our Community, @"cartman005"! Since we’ll need account-visibility for this, I’ve gone ahead and logged you a ticket. Please reply back to it, and I’ll further assist. Cheers.

in I'd like to reset camera uploads on my iOS mobile app. Comment by Nancy February 5

Hello! This idea has been marked as inactive due to lack of engagement. Don't hesitate to post a new idea though, if you have another feature in mind that you'd like to suggest.

in Bypass Request Permission to Join Folder on "anyone with the link can edit" folders Comment by Nancy February 4

Hey @"vanit0", sorry for jumping in here. I just wanted to mention that we can’t offer much support when it comes to the iOS Files app, as this is a standalone file/folder navigation app for iOS, built and maintained by Apple and it’s not owned by Dropbox. Are you able to upload files via the Dropbox mobile app directly?…

in I can't back up files from my external drive to my Dropbox mobile app via the Files app. Comment by Nancy February 4

Can you send me one more screenshot of what you see on the Dropbox website, when trying to open one of those files? I’d also like you to right-click on one of your files on the desktop app next and send me a screenshot of the options you see. Do you see an option to make the file available offline, or online-only?

in “Can't open the file because the file format/extension is not valid.” error on website/desktop app. Comment by Nancy February 4

Welcome to our Community, @"Ian13". Are you getting an error message stating that your sharing activity has been interrupted perhaps, as mentioned here? In any case, I’ve logged you a ticket, so that we can further look into this via email. Please reply back to it, when you see it. Other than that, let me know if you’d…

in I'm trying to share a folder with others, but Dropbox says I've been banned. Comment by Nancy February 4

Thanks for posting here, @"mtncat", and welcome to our forum. Are you, by any chance, on the free Basic plan? If yes, do you see 3 or more connected devices under your Security tab > Devices? I'd just like to make sure that you're not hitting the limit that's mentioned here. Other than that, do you have any…

in Dropbox fails to install on my new Mac M4 running Tahoe. Comment by Nancy February 4

Hi @"Mitchell H.", I was wondering if you’re still having an issue with the context menu/syncing icons on your macOS device. If you are, and want us to look into this, please make sure to answer Walter’s questions above. Thanks!

in Finder context menu missing for Dropbox files on macOS Comment by Nancy February 3

Thanks for posting on our Community, @"Mitz1". First off, I’d like to clarify that we’re not the support team (your support options may differ based on your plan) and we can’t see account-specific info here on the forum. There are still a few things to check together though, in order to determine what may have happened.…

in “Can't open the file because the file format/extension is not valid.” error on website/desktop app. Comment by Nancy February 3

Sorry for pinging you again here, @"jairyhunter3". I’d just like to make sure that you’re not still having the same issue. Let us know, if you need any sort of assistance.

in "Video not available or not supported for this browser" error on Safari Comment by Nancy February 2

Hey @"SamLake2026"! Do you mind sharing more info on what you mentioned in your original post? Feel free to answer Jay’s questions, and we’ll check this on our end.

in Downloading read-only files from Dropbox as images Comment by Nancy February 2

No worries, @"deco10". Can you please open your shared link via an incognito window on your computer and send me a full screenshot of what you see then? Please make sure its URL is showing, as well.

in I have an xml file which I share with my own smart TV app, but it doesn't work Comment by Nancy February 2

Welcome aboard our Community, @"KathiH"! Do you mean that you’d like to download and install the Dropbox app on your new device, so that you can sync your files? If yes, you can find all the related info in this Help Center article. Let me know, if you need something else though.

in How can I sync my Dropbox files to File Explorer? Comment by Nancy February 2

Thanks for your post, @"abhi_0743". It seems like you’re referring to the same issue that you reported to us a few days ago here. If you haven’t already, please make sure to check out Hannah’s reply and respond back to her under the same thread. Thanks!

in Dropbox got disconnected after email password change. Comment by Nancy February 2

Hi @"consettprint", and thanks for joining our forum. When saying that you checked the Dropbox app’s permissions, did you follow these steps perhaps? -Click on the Dropbox icon from your Desktop and quit the application -Open your Activity Monitor from your Mac Utilities folder -Force quit out of the instances of the…

in All Dropbox Finder sync icons disappeared after updating to macOS Tahoe 26.2. Comment by Nancy February 2

Thanks for posting here, @"peppers". From your message, it sounds like you set up a DocSend account indeed, which has been upgraded to a trial. Can you please log in to your DocSend account once more and go to this page? You should be able to see your support options there in order to contact the DocSend support team; they…

in I changed my email address for Dropbox, but got a trial for DocSend Advanced Data Rooms. Comment by Nancy February 2

Hi @"Pinkbuggles"! I’m giving you a little nudge here, in case you still need our help regarding your Dropbox files. If you do, feel free to send over more info.

in MP4 and .MOV files stored on Dropbox have lost audio Comment by Nancy January 30

Hello! This idea has been marked as closed, as it's been inactive for some time now. In case you have another suggestion to make though on how to make Dropbox even better, we'd be glad to hear it!

in Tab of external users and folders they have access to in Admin Console Comment by Nancy January 30

Hi @"dluptonmd", and thanks for posting here today. If you’re not on a free Basic account with more than 3 devices currently linked, please try to reinstall your Dropbox app as the next step. If the issue persists after that, I’d like a screenshot of the error message you keep seeing. I’d also like to know the current app…

in The mobile app is crashing on my S25 Ultra Android. Comment by Nancy January 30

Nancy Dropbox Community Moderator

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