Nancy Dropbox Community Moderator

Hey @"Greggrz". Since there’s a new Dropbox app version that’s been released, can you make sure your desktop app’s updated to v216.4.4420 and let me know if the issue persists?

Thanks for taking the time to share your feedback on our Community, @"lamoidfl". I’m sorry to hear that the desktop app’s syncing has been inconsistent on your computer, which I understand has affected your workflow. If you ever decide to give it another try, feel free to get back to us here and we can look into this…

Hey @"Nonta"! Thanks for bringing this to our attention. Unless you deleted the old shared link and created a new one, the link you copied should be the same as the original one. Can you open an incognito window on your browser again, take a screenshot of what you see when accessing the shared link and post it here? I’d…

Thanks for the screenshots, @"libart-steve"! If the issue resurfaces, please let us know here and we’ll check this for you.

Hi again, @"AdibA-303"! Did you get a chance to check out Jay’s reply here? Are you able to see your external drive in the links he’s provided? Other than that, if you have any screenshots you can send over, feel free to copy paste them in your message box and I’ll have a look at them.

Hi @"keith gold"! Thanks for posting this on our forum. Does the icon that you describe resemble a brown box, like the one showing here? If yes, this is usually a OneDrive icon and not a Dropbox one. Does OneDrive have access to the files within your local Dropbox folder perhaps? In case you see something different though,…

Hey again, @"Nicolas Koutsikas"! I can see you’ve replied to Walter’s email with more details on the issue you’re having. He’ll check your message as soon as he’s available and further assist. Thanks!

Thanks for clarifying! If you go on www.dropbox.com, are you able to preview those files normally via the website? If yes, I’d like you to open a different browser on your computer (or even an incognito window on your current one) and attempt to download a video file from there with these steps. Does the behavior persist?

Thanks for your post, @"nmole75"! Can you describe to me the exact steps that you’re taking to download your video files from Dropbox? Are you using the Dropbox website? Let me know and we can look into this further.

Hey @"Nicolas Koutsikas", hope you don’t mind if I jump in here, too. To make sure I got it right, are you unable to access this page? If yes, I’d like a screenshot of what you see exactly when clicking on the above link; you can paste it in your message box on the forum directly to upload it here.

Hey @"Paloma2025", when opening your ticket, please also add an email address that you can currently access in your message, so that our support team may reach you there.

Thanks for posting for the first time on our forum, @"AdibA-303"! Can you send me a screenshot of how these drives appear on your computer now, since you’ve changed their letters back to the original ones? You can hide any other info you don’t want to be visible publicly on the forum. I’d also like a screenshot of the…

Hey @"squirblej"! Sorry for jumping in. Can you please go ahead and send me a screenshot of what you see in your Finder perhaps? Feel free to hide first anything that you don’t want to be publicly visible. I’d also like a screenshot of what you see under your Sync tab here. It’d be great to have a visual and see what could…

Thanks for sharing your screenshot with us, @"sdeba"! It really helps. If you go ahead and select “Add automation”, are you seeing the option to set a rule that renames files next? If you do, please select that one and you should be able to choose/add a naming rule after that, just like you’d do with the “Set naming…

Hey @"Karin Johnson"! Hope you don’t mind if I jump in, too. From your description, it's also possible you’ve set up a separate brand new Dropbox account, which is why you don’t see any files in it. Besides what Mark suggested above, can you also make sure you’re logged in with the correct email address here?

Thanks for your patience on this, @"Nuber Lone". According to the release notes provided in v214.4.5217 here, if you try to open the Dropbox app while it's already launched, the File Explorer will open up. With that in mind, if this isn't the case for you (meaning if the Dropbox app hasn't launched when you run the…

I believe what Hannah meant was that the cache folder can’t be moved on its own to a different location; since it’s a hidden folder within your root Dropbox folder, it can only be moved with it. To move the Dropbox folder to a different drive altogether, you'll need to follow the steps Hannah listed here.

Glad you were able to find it, @"taalib"! Since the folder in question is 5TB, is it safe to assume that you were previously part of a Dropbox team and this folder was unshared? If yes, and since the folder is way too large for your current quota (which, if you’re currently on the Professional plan, should be 3TB), you’d…

Hey @"deanccs", please check your email address and reply back to me.

Hi @"deanccs"! Thanks for posting here today. Since it looks like your sharing activity has been interrupted for one of the reasons mentioned here, we can log a ticket for you and further assist internally. Is it OK if we reach out to you at the email address you see on this page? Let me know.

Hey @"taalib", thanks for your post. In general, upgrading your Dropbox account doesn’t affect the files you’ve stored there. However, let’s have a look into this to see what may have happened. Have you already checked your Deleted files and Events pages? How about your Sharing tab? Was the folder that you’re now missing…

Hey @"ntkanit"! Thanks for tagging us here. Have you also checked if there are any devices left that are still logged in to your Dropbox account? My suggestion would be to check their notifications and see if you can find the one-time code there. Another workaround you can try (if you wish, of course) is to reset the…

Thanks for these, @"Aahawk83"! They really help. If you open your File Explorer now, there’s no Dropbox folder at the location you selected, correct? If not, I’d like you to click on the txt hyperlink that appears at the bottom of your error and send me a full screenshot of what you see there too, or paste the full error…

Hey there! To be frank, it’ll be hard specifying where these files came from, especially if this is the first time you’re seeing them on your Dropbox account. You can most definitely check the browsers and devices that are linked to your Dropbox account though from this page and see if there’s something that looks…

You should be able to create a shortcut to your Dropbox folder the same way you would for any other folder on your computer. However, since this may also change depending on your current OS, I can suggest using Google on how to do this based on the OS you’re currently using. The same applies for the “Startup” folder; since…

Thanks for letting us know about this on the forum, @"JoySR"! Can you try copy pasting your screenshot instead and see if that works? As for deleting your external drive backup, I believe you’re following the steps outlined here, correct? Let me know.

If you click on the “Other system tray icons” option that appears in one of your latest screenshots, are you able to add the Dropbox icon to your system tray perhaps? From what I can see, there are no icons showing in your system tray (next to your clock settings) at all, so I believe that’s the issue here.

Thanks for posting on our Community today, @"nomadgnome". If I get this right, you’re referring to this part of our Help Center article concerning the expiration dates of shared links that are generated on a Dropbox team, correct? In general, this acts as an extra security measure for links, so that only specific people…

Hi from me too, @"jlo-nyc"! Thanks for these screenshots. Can you send me one more visual of what you see when opening the camera upload settings on your iOS device (including the albums from which your camera uploads feature is currently uploading images)?

Welcome back, @"Paul C.32"; I'm sorry to hear the issue persists. We can still open a ticket for you and investigate this further, for sure. Before that though, can you please go through all the info in this Help Center article and let me know if there’s a potential cause that’s listed there? This will help us isolate the…