Nancy Dropbox Community Moderator

Thanks for posting about this here, @"Dan68". Have you rebooted your device, since the indexing issue started, and the Dropbox app is still stuck? How did you try to back up your Dropbox files exactly? Finally, can you clarify what you mean when saying it doesn’t even work with the admin account? Let me know when you’ve…

Thanks for all these screenshots! Just to clarify, are you seeing the prompt to verify your email address right when you go to your Homepage here? Are you seeing the same thing, if you try via an incognito window? Do you have any other devices (especially computers) where your Dropbox files are still accessible?

Thanks for posting here, @"Hebephrene". Regarding the syncing icons you should be seeing, can you upload a screenshot here of what appears next to your files when opening your File Explorer > Dropbox folder? As for preventing duplicates while uploading to Dropbox, do you mean that you’d like to directly place your music…

That shouldn’t have affected your Dropbox account or the files on it. At this point, I suggest getting in touch with our support team directly, so that they can look into this further. Please follow these steps to log a ticket with them and then, send me your ticket number here. I’ll make sure to leave them an internal…

@"joe710", when was the last time you could normally access your Dropbox account with all your files in? Do you have any other email addresses? If not, can you check your current email address and let me know how long ago you received a message from Dropbox there?

Hey @"AmyP2019". The verification applies for the email address that’s currently linked to your Dropbox account, so it can’t be routed to a different email address. However, can you send me a full screenshot of what you see when trying to access your Dropbox files? If there’s any personal info, please make sure to mask it…

I’ve checked again and the message I sent you should be delivered to the email address you see here. Can you please double check once more (along with your spam folder) and let me know if the email is still not there?

Hope you don’t mind me jump in, @"alex eben meyer". You mentioned that this is only happening with application files; can you clarify what kind of files these are? Does the issue persist, if you quit the Dropbox app and try to rename the duplicates then?

Sorry to hear about this, @"DrJSL". Can you send me a screenshot of the current syncing status of your Dropbox app and also clarify its app version? Was there any kind of other update on Dropbox/your OS before the resync started?

Hey @"Chrille"! Welcome to our Community. Did you right-click on those folders and choose the “Make online-only” option? If yes, can you send me a screenshot of how they appear in your local Dropbox folder and of the options you see, when right-clicking on them now? Let me know when you’re ready.

Hey @"EB10"! Hope you’re well and thanks for your post. Are you seeing the exact same error on a different browser/incognito window? I'd also like a screenshot of the button you click on, right before the error appears. Finally, have you received multiple files from the same client? Do they all present the same error? Keep…

No problem, @"Raquel7"! One more thing I’d like to ask; had you linked your old Dropbox account to any other devices? Any computers, for example, where your old Dropbox folder may still be showing along with your files, or a mobile app?

@"Andrew1705", can we log a ticket for you? We can look into this internally this way.

Thanks for the screenshot, @"NMDenise"! When looking at the bottom right side of your computer (where your clock and date settings are located), I see there's a small Dropbox icon there (with a red notification on it). This is the icon of the Dropbox app that's necessary to make sure the app is actually syncing on your…

Hi from me as well, Cristina! Do you mind sending over a screenshot of what you see exactly on your end? I’d like to have a visual and go from there. Here’s how you can post it on the forum:

You’re all set, @"dushoff"! Please reply to my email, when you get the chance.

@"Vitaaliy", let’s try one more thing together. To see what backup content takes up space in your account, try checking the 'Sync and Backups' tab in the Dropbox preferences, and disable the feature from there, assuming you're using the device it was enabled for. Now, if you're having trouble locating the content online,…

Thanks for posting here, @"Jennafer"! For more info on banned links, please check out this Help Center article. In any case, if this is the first time you’re having this issue, the ban should be automatically lifted after 24h have passed. If you’re having trouble after that point though, feel free to nudge me here.

I’m afraid not, @"guthrie". Did you also check your spam folder for the email?

@"Cloudie", can you send over a couple of screenshots showing what you see online and on the Dropbox app? I’d like to have a visual and go from there.

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!