Nancy Dropbox Community Moderator

Thanks for your post, @"Brian Lamoreaux"! Hope you’re doing great today. You can attach your screenshots here by clicking on the following button: If you work with folders outside of Dropbox, are you experiencing similar issues? Let me know.

Thanks for posting here, @"simon5413"! Can you send me the Community thread you’re referring to, so that I can check it? Let me know when you’re ready.

Hey again, @"Lettuce1"! From a quick look into our system, I can see you managed to log a ticket with our support team. To make sure they look into this as soon as possible, I’ve left them an internal note on your behalf.

Hope it’s alright to jump in, @"DB01". Out of curiosity, do you have any other computers linked to the same Dropbox account? If yes, I’d like to make sure this isn’t happening on all of them. When reinstalling Dropbox, did you completely remove the app from your device, or just update it by using this link? Finally, since…

In general, you should be able to hit on the Reply option in the email, which will automatically create the new ticket. If this isn’t possible though, then don’t worry; we can log a ticket for you instead and check the info you’ve provided so far. Let me know if we can reach you to this email address, and we’ll get things…

Hi @"JabbaDaHun", thanks for posting here today. Did you restart your device in the meantime and the app’s still stuck indexing the exact same number of files? Other than that, I’d like you to right-click on your local Dropbox folder, go to “Get info” and send me a screenshot of its properties. I’d like to make sure the…

Hi again, Andrew. Can you send me one more screenshot of the options you see now, when right-clicking on your Dropbox files? Other than that, I’d like you to temporarily disable iDrive and OneDrive (based on what I see on your second screenshot). Does that make any difference?

Let's try a few more things together. Can you flush the DNS cache on one of the affected devices as the next step, reboot your router, and disconnect/reconnect to the network you're using on that device? After that, I’d like you to install the Dropbox desktop app one more time using the offline installer (a new stable…

Thanks for all the screenshots, @"guthrie"! I’m guessing you’re having similar issues no matter the file you try to edit within the shared folder, correct? Did you also have the chance to check with the owner and verify their Dropbox plan?

@"T Alda", in order for Megan to further help, you’ll need to reply to her email first. Please do so, when you get the chance. Thanks!

Thanks for checking. Did you log in by inserting your email address at any given point, instead of using the “Sign in with Google” option?

Hey @"NMDenise"! If you go to the Start menu on your computer and then go to your Programs, do you see Dropbox in the list? What happens if you double click on the Dropbox app there? Can you see the icon again in your system tray after that?

Hi from me too, @"Vitaaliy"! To clarify, what do you see exactly when clicking on the camera icon Rich sent above to upload your screenshot here? Since your screenshots don’t get saved to your Dropbox account, you shouldn’t have any issues. I’m just asking because we need the screenshot of your Backups page to look into…

@"Spike1982", if you check your system tray (where your clock settings are showing at the bottom of your screen), can you see a small Dropbox icon? If yes, clicking on it should open the Dropbox app and not the Dropbox folder. If you can’t see the Dropbox icon, try clicking on the small arrow that may be showing there. In…

@"Raquel7", if you check your email address, do you see any other emails from Dropbox in the last couple of months? Anything at all before that welcome email you mentioned in your first post? If not, and you have one email address indeed, I’m thinking about the possibility that the other Dropbox account was set up with an…

Hi again, @"T Alda". Can you send me one more full screenshot of this page? I’d like to check the URL and see what else may be happening.

Hi from me as well, Andrew! Since you seem to have checked everything else, can you also take a look at this article and make sure UAC is set to default levels?

Thanks for the additional info, @"Lettuce1". This sounds a bit strange, indeed. Even if you’re on Basic, you can still contact our support team this way. Feel free to send me your ticket number here afterwards, and I can leave an internal note, too.

Hi @"Jay K"! I’m sorry to hear about your overall experience. Is this about the Dropbox account linked to your Community profile here? If yes, I can log a ticket for you and look into this internally.

Hi from me too, @"dushoff". I could locate your ticket in our system and I can see that our live support agent sent you an email indeed after the end of your chat, but there was no reply, which is why the ticket was closed automatically after some time. Are you able to see the ticket, if you open your email address? If…

Hey @"Tami"! Thanks for posting on our Community today! Can your team members see your updates on www.dropbox.com? Are they getting any errors there? Do all of your members have this issue or only specific users? Do you have a screenshot of the error(s) they receive, so that you can post it here? Let me know once you have…

Hey @"AMax"! Please check your email address and reply back to my message, if you can see it. We’ll go from there.

Hi @"SueBSimmons"! Hope you’re doing great and thanks for posting here. When saying that the files on one of your devices show as saved to Dropbox, do you mean that they also appear on your Dropbox account online here? What’s the syncing status and app version of the Dropbox app on your PC (Mac)? Let me know what you find.

No problem! You can click on the following button to attach them here:

Hey @"teacher12", welcome to the forum. Can you let me know which Dropbox platform you’re using to move these files into the shared folder? Are you on www.dropbox.com or the mobile app? We’ll go from there.

Thanks for clarifying that. Was your Dropbox account previously part of a Dropbox team? If yes, is it possible your admin deleted it to remove you from team member? If you check your recent Dropbox emails, do you see something that could explain the situation?

Hi @"Lettuce1"! This sounds a bit unexpected indeed, but let’s take a look. When signing back in again, did you use a different email address/an email address with a typo, by any chance? Do you have more than one email addresses? I’d like to make sure you haven’t set up a new separate Dropbox account, as it sounds like a…

Thanks for posting on our Community, @"tavarria"! If you go to your Events page here, do you see a specific deletion event that includes all these files? If yes, you can click on it and try to restore them all at once. Let me know if that helps.

Thanks for trying that out! As the next step, I suggest performing an advanced reinstall. Let me know if this doesn’t resolve the issue either.

You’re all set, @"Cburn"! Please reply to my email, when you have some free time.