Nancy Dropbox Community Moderator

Thanks for giving that a go! Can you send me a screenshot of the options you see on your end, so that I can check if there’s another option?

Hey @"Winterludes", thanks for posting here today. In order to look into this further, can you send me a screenshot of what you see on your computer when using Dropbox Transfer? Let me know when you're ready.

Thanks for clarifying! Are you not seeing the Essentials plan, even if you log in to your Dropbox account via another web browser?

Hi again, @"tigercaptain". If the files were deleted from the Dropbox website back then, after you downloaded them to your computer, I’m afraid there isn’t much to be done, since they'll have been deleted outside of your file recovery window. Besides your current computer, did you happen to have another one linked to your…

Thanks for keeping me in the loop, @"kachunyu"! It sounds like this could be a network/connection issue then, but let me know how it goes when you manage to test this at home, as well.

Perfect, thanks for clarifying that. Can you send me a screenshot of the files that are currently stuck syncing in your Dropbox folder? I’d like to have a visual and see what else we can try after that.

Hey @"Peace of Wine"! Do you mind sharing a screenshot with me of what you see exactly, so that I can take a look?

Hey @"dericed"! We use the AudioTrack label property in the track name, if available (https://html.spec.whatwg.org/multipage/media.html#audiotrack). For example, for two tracks in English with one labeled "Director's Cut", we’ll show English and English (Director's Cut).

Thanks for your post, @"DeeAyeVee", and for the screenshots you’ve provided! Did multiple recipients notify you of this behavior? Can you describe to me the exact steps that you’re taking to share your Dropbox file via email? I’d also like to know the OS version that your iPad is running at the moment and your Dropbox…

Hi @"tigercaptain"! I’m sorry to hear about the situation. When downloading your files from Dropbox last time, did you save them to your computer from www.dropbox.com or your desktop app? If you used the desktop app, is it possible that the files were online-only at the time and you dragged them directly out of your…

Welcome aboard our Community, @"CatMasa"! Let’s check this. Do you mean that you’d like to upgrade your Plus account to the Essentials plan showing here? Let me know and we’ll go from there.

I understand. You can try and use our Dropbox Capture tool then to record what’s happening on your web account and send it to me here. Just make sure there isn’t any personal kind of info visible in it, if possible.

Hi again, @"andreasgrill"! Thanks for all the extra info you’ve provided so far. From what I can see on the screenshot you’ve attached from your Dropbox folder properties, it currently contains more than one million files, which could be related to the issue you’re currently having (in general, syncing more than 300k files…

Thanks for reporting this on the forum, @"epco". Out of curiosity, is this something that’s happening across different browsers? If you haven’t tried an incognito/private window yet, please give that a go too and let me know what you see there. Other than that, I’d like a few screenshots showing what you see exactly while…

Hey @"paulbeesley"! Sorry to hear you’re having a similar issue. What’s the app version of your Dropbox app? Can you follow these steps and send me a screenshot of your Dropbox folder’s properties? Finally, did you take any actions on Dropbox right before the issue started?

Hey @"Doug H.19"! To clarify, was the Dropbox app on your MacBook up to date, but you were still unable to see the folders you had added to your Dropbox folder on www.dropbox.com? Do you remember any example file or folder names, so that you can perform a search online? Finally, when mentioning the folders on your iMac, do…

If the app’s still stuck at the same file count, can you check if there are any third-party apps that could be interfering with Dropbox or accessing the files in your local Dropbox folder? If there are, can you please disable them temporarily and see if that helps? What you can also try after that is to uninstall the…

Hi @"andreasgrill", thanks for posting here today. If you open your desktop app via the Dropbox icon in your menu bar, can you see which files are currently stuck syncing? I’d also like you to right-click on your local Dropbox folder directly, select “Get info” and send me a screenshot of the next window you’ll see. Let me…

Thanks for this info, @"kachunyu"! Besides that new file that you’re trying to sync through the desktop app, is it also currently syncing any other files or is it the only one? Please let me know when (and if) you manage to test this via another network; I’m curious if there will be any kind of difference.

Hi from me too, @"fjf". Whenever you have access to your work device again, can you take a screenshot of what you see when trying to share files on your Dropbox account and attach it here? If you’re able to do this, but from a different device, the issue should be resolved for your Dropbox account in general.

Thanks for the additional info, @"hdouglas", and sorry for jumping in. If I get this right, the desktop app seems to be completely stuck and it won’t sync anything to your web account, even if you add a very small file to your local Dropbox folder, correct? Can you right-click on your local Dropbox folder for me, go to…

I totally understand. If you have any other questions, feel free to let me know. Happy to help!

No problem at all! During the indexing process, the app is basically scouting for any pending updates, so if there are any, it should sync them after that to our servers and to your Dropbox account online.

That’s definitely good to hear! It seems like it’s making progress indeed; due to the number of the files it’s taking a bit longer, but you should be good. If it gets stuck somewhere though, and you need further help, feel free to ping me.

Thanks for that! So, if I get this right, you want to remove the “Dropbox (Personal) (Old)” folder that appears in your File Explorer, correct? If you open that folder, do you see any syncing icons next to your files there? I’d also like a screenshot of what you see under the Sync tab of your app preferences to make sure…

Thanks for updating me! Are you currently syncing more than 300k files locally on your Dropbox app? If yes, please keep in mind that this may cause performance issues from time to time, which is possibly what happened here. Does the number of files indexing keep going down steadily so far?

Thanks for giving that a go! Are you still seeing the same number of files trying to sync to the app?

Hi @"jeremyg1"! Can you send me a full screenshot of the options you see when trying to remove that file from your Dropbox account?

Hi @"kachunyu"! I’m sorry to hear this is happening. You may have already tried this, but do you notice the same issue when uploading files to our website from an incognito window instead? As for the desktop app, are you seeing the exact same error message stating that you don’t have an internet connection?

Hey @"czathey", thanks for posting here. Can you send me a screenshot of your Dropbox app’s current syncing status? I’d also like to know the app version you’re running at the moment. Let me know once you have more info.