Nancy Dropbox Community Moderator

I understand. Can you clarify the current syncing status and app version of your Dropbox app? Other than that, I assume that this is something that only affects the thumbnails of your .clip files and no other files in your Dropbox folder, correct? Are you also seeing green checkmarks next to those files?

Thanks for the screenshot, @"SirRoke"! Appreciate it. If possible, can you please test this from a computer as well, and let me know if www.dropbox.com shows the exact same search results you see on your mobile device, or if there's any difference at all?

Hey @"hunterandsarah"! If the update you’re referring to is the Dropbox for File Provider one, then it’s expected behavior indeed that the cache folder will no longer be visible on the desktop app, even if you choose the option to see hidden files on your computer. Is it OK, if we log a ticket for you though? This way, our…

I see, thanks for clarifying that. Do you mind sending over one more screenshot of your local Dropbox folder, where the parent folder should be showing exactly? I’d also like one more visual of what you see on your web account, at the same location. If there are any folder/file names you don’t want us to see, please feel…

No worries, @"otosama"! You did well to post about your issue here. To clarify, did you also start experiencing this after a certain Dropbox update?

Thanks for the additional info! Can you check this Help Center article as the next step? If your subfolders/files have any of the listed characters in their name, then this may be the reason why they’re not showing on your desktop app.

Hi @"RiccardoR"! Sorry for jumping in here. Can you please refresh your browser and try to share a file now? I’d like you to send me a screenshot of any errors you’ll receive next, so that I may have a visual and log a ticket for you.

Hi from me as well, @Nanavirginnia! To have a clear image of what may be happening, can you please check your old iPad and let me know if you can see all of your missing files in your Dropbox mobile app there? We’ll look into this further after that. As for your previous posts on the forum, you can try clicking on the…

Hey @"SirRoke". I’d like to ask a few more details on the issue you’re having while using file search. We can then log a ticket for you instead, if necessary. If you don’t mind, can you post a screenshot of what you see on your end here, so that I can take a look? Also, as Mark mentioned above, do you happen to be on a…

Thanks for your post, @"Ab_A"! Have you restarted your computer in the meantime and the files are still not showing in your local Dropbox folder? If not, I’d like a screenshot of where you see on your desktop app that these files have been successfully added to your Dropbox account. Let me know once you have more updates.

Hope it’s alright if I jump in too, @"ggilmore". The folder that you see grayed out in your app preferences > Selective sync, does it happen to be your personal member folder? Since all folders are checked in your selective sync settings, they should also be visible in your local Dropbox folder. Other than that, I’d like…

Hey @"jeffwsears"! Thanks for posting on our forum today and welcome aboard. I’d like to ask you a few more details, just so that we can investigate this further. First off, was the shared link created before the name of the folder was updated to include “2025” in the title? Is there any chance at all you have another…

Thanks for the updates as well, Christian! Can you send me a visual of your app’s syncing status, as well? It’ll help me investigate this further. Besides that, when relaunching the Finder on your Mac device, did you follow these exact steps?

Thanks for posting here, @"polyesterem"! When saying you logged in to Dropbox from a new computer, do you mean that you installed the desktop app on it, or that you’re only accessing your Dropbox account from www.dropbox.com? Since there’s a chance you’re currently signed in to the wrong Dropbox account, I’d suggest double…

I’m sorry to hear about this, @"freixas". Can you clarify which Dropbox platform you were using to edit your files? Was it www.dropbox.com or the desktop app on your computer? If you were using the desktop app, I’d like to know its current syncing status. Finally, since I understand you've already checked the version…

Glad to hear the upload worked that way! Can you also try to add the whole folder now via your incognito window? From what you’ve mentioned so far, the issue could either be browser-related, or something to do with the number of files being uploaded at same time. If you can upload all files within your folder now, there…

No problem, Nikky! Let us know, if you need any further help.

Welcome back to our Community, @"Christian E.9"! Hope you’re doing well. I’ve found your ticket number in our system and I’ve left an internal note to our support team for you. They’ll reply to your email as soon as possible. In the meantime though, can you clarify if you can see the Dropbox sync icons next to your files…

Hey @"NikkyH"! If you go to your Dropbox account online, do you see the same two duplicate folders there, as well? Other than that, you can also visit your File requests page here and double check what’s the destination folder for each one of your file requests.

Hey @"filmprodperson", hope you don’t mind me jump in. I’d just like to ask a few more details when it comes to the "only people invited” setting that you mention. Can you send me a screenshot of the options you see perhaps, so that I may have a visual? As for disabling downloads for shared links, please keep in mind that…

No worries, @"Timaojaowejr"! Glad to hear everything’s back to normal again. Let us know, if you need something else.

Perfect. What I was thinking, in this case, is to try and move your Dropbox folder again to your external hard drive (with these steps). Once the folder has been successfully moved and your Dropbox app shows as up to date, you can move back your files within the Dropbox folder and wait till they’re synced to your web…

Hi everyone! Can you all please check if Private Relay is currently enabled on your devices? This will help us isolate the issue a bit more.

Thanks for clarifying! As the next step, can you tell me what’s the current syncing status of your Dropbox app? I’d like to make sure it’s up to date first, before taking any other actions.

Hey @"Danudod", I see you’ve also posted about this here. However, since you mention that you’re unable to remove the Dropbox app in general from the client’s device, can you clarify what you see exactly? Feel free to send over a screenshot, as well.

Thanks for the extra visual! Is it possible to upload one of these files individually to the Dropbox website? Are you still receiving the same error message? Please also give this a go via an incognito window, in case you haven’t tried that already.

Hey @"bferney "! Hope it’s alright if I jump in, too. How did you move your files over to your external drive exactly? Did you just copy paste the files from your Dropbox folder to your external drive directly or did you manually move the whole Dropbox folder there?

Hi @"Timaojaowejr"! Thanks for posting on our forum today and welcome aboard. It seems that you’re having a similar issue as the one reported here. Please check out the replies from our Dropboxers there and let me know if you have any further questions, or if you need further help. Keep me in the loop.

Thanks for the screenshots, @"DSP2025"! Can you also provide a visual of the error you get, when trying to add your files to Dropbox via the website? Feel free to send me one more of what you see when copying the files over to your desktop instead.

Hi from me too, @"Colin_posts_here"! I just logged a new ticket for you. When possible, please reply to my email and we’ll check this further.