Nancy Dropbox Community Moderator

Thanks for posting your question here, @"byanez02"! Once your external drive has been backed up to Dropbox and you can see all of your files normally on www.dropbox.com, you’ll need to unlink the desktop app from your computer, before resetting it. This way, you can make sure that whatever happens on it, the files you have…

If you go to our Support page here, you should be seeing an option to send an email over to our support team. After you’ve completed the steps, you should receive a ticket number to your email address. If you pass this along to me, l will be able to track your ticket in our system and have a look. Let me know if you face…

Hey everyone, sorry to jump in here. To anyone who’s still facing the same issue, can you please open a support ticket via this page, and send me your ticket numbers here? Thanks!

You’re all set, too, @"splouffe"! When possible, please reply back to me in the same email thread, so that I can continue with the investigation. 

Great, @"JulianRauch"! I’ve just logged a ticket for you, so please get back to me, when possible.

Hi again, thanks for all the details you’ve sent. They really help! Is it OK if I open tickets for both of you, so that we can investigate this further? I can message you to the email address that’s tied to your forum profile here. Let me know if that’s alright with you.

No problem at all! If you need something else, I’ll be around the Community.

I’m really glad to hear that, @"Roymond"! It sounds like the Dropbox app had stopped running on your device; it’s difficult though to say why this happened exactly. However, since you’re seeing the correct storage on your desktop app now, the same should be showing on www.dropbox.com, even before. If this issue occurs…

Hey Marko, I’ve replied back to your email, so please check it when you have some free time. 

Hi @"Johnnykick", hope you don’t mind me jumping in. Can you clarify what’s the exact OS that you’re using? Also, I’d appreciate it if you can send me the app version of your Dropbox app, as well as a screenshot of what you see when accessing these files. Just make sure none of your personal info is showing. Thanks a lot!

I’ve just logged a ticket for you. The only thing I’d like you to do is reply back to me is the same email thread, and we’ll take it from there. Thanks!

Hey @"Roymond", sorry to jump in. Can you please upload a screenshot of what you see here? Also, in regards to your Windows device, have you checked whether there’s a small arrow showing in your system tray? If you click on it, are you able to see the Dropbox icon perhaps, or is it missing from there, too? Keep me updated!

That’s necessary indeed, as this is related to the integration showing on your Connected apps page. Also, something more I wanted to suggest is to open an incognito window from your Chrome browser, and access your Google Sheets/Slides. Do you experience the same behavior? Finally, what’s the OS version of your device, as…

Welcome to our Community, @"MK33"! Do you mind if l take you to ticket, so that we can check this together? Let me know.

Hey @"JulianRauch", thanks for joining the discussion! Have both of you tried to disconnect the integration and re-connect it through the Connected apps tab on www.dropbox.com? You can also check our App Center. If not, please give that a shot and let me know how it goes.

I’m really glad to hear you were able to sort this out! If you need something else, we’re here for you. Have a great rest of your week!

Hey @"DG111", sorry to jump in here. I did a little bit of research and from what I could find, this icon is related to some file attributes on Windows 11. Can you please clarify if you’re able to open these files, or if they give any kind of error when trying to do so?

Welcome aboard our Community, @"Spdemuro"! I totally understand where you’re coming from. I’ve already passed your comments to our team, so that they’re aware of this and make sure your feedback has been recorded. If there’s something else you need though, let me know.

Thanks for sending over your ticket number, @"kylewrep". I’ve left an internal note, so that our support may get back to you as soon as possible. I wish you a great weekend ahead!

Sorry to jump in, @"enikolaeva" and @"ru-tf". I’ve just opened two tickets for each one of you, so we can look into this further. When you have some free time, please reply back to me. Thanks!

Hi @"TBisley", I hope you’re doing well. In order to sync your desktop app to the account of your choice, you’ll first need to sign out and log back in with the right credentials. You can click here for the detailed steps on how to do this. In regards to the email you mention, did you also check your spam folder in case…

Hey @"splouffe", and thanks for posting on our Community. Is there any chance you may have any browser plugins enabled at the moment? The issue you're experiencing may be the result of a security setting or a plugin that you have installed on your browser. Also, if you’ve already contacted our support, can you send me the…

Hi @"KatRat", I hope you’re doing well. Currently, we don't have account visibility on the forum, so what I can do instead is open a ticket for you, and have a closer look. Let me know if that’s OK and I’ll message you to the email address that’s tied to your Community profile.

Hi @"bdsaintess", I hope you’re well. Pairing your two Dropbox accounts is only possible if one of them is on a paid Business team, I’m afraid. If you’d like to move everything under one account though, you can check the steps showing here instead. Let me know if you’ve got any questions!

Thanks for sending over more details, Marcos! I’ve moved your post to this part of the Community, as l think you’ll be better assisted here. If you have any more details that may be helpful, feel free to add them in this thread. Cheers.

@"RMalik", is there any chance that you’re not logged in to your Dropbox account, when opening the link l sent you? If you’re signed in, you should be seeing an option to create a ticket with our support directly. If you want, you can also send me a screenshot of what you see when visiting our Support page.

That’s great news, Denis! I’m glad everything seems to be working properly now. If you need something else, I’ll be around the Community. Cheers!

Hey @"RMalik", @"Lightwizard" and @"string", I hope you’re all doing well! I’m sorry to hear you’re facing this issue, so let’s have a look. Since I understand that you’ve tried various browsers already, can you go to this page and open a ticket with our support? After that, send me your ticket numbers here and we’ll check…

Hi everyone, hope you’re all doing well! Just to make sure we’re all on the same page, can you please try using the unified app that @"Elixir" mentions here, and let me know what happens? Otherwise, feel free to send any relevant info, like the exact OS that you’re using and the app version of your Dropbox app, and we'll…

Hi again, Denis! Thanks for the info you’ve sent so far. From what I understand, the folder that she can’t see locally on her desktop app is the shared one under the name “Olivia Jane”, right? Can you let me know what’s the syncing status of her desktop app, as well as the app version it’s running? Also, is there any…