Nancy Dropbox Community Moderator

Thanks for posting on the Community, @"yoav60"! Is this only happening on Dropbox? How about Word documents you’ve stored outside of your Dropbox account and locally on your computer? Do they appear normal? Are you seeing this when previewing the files on www.dropbox.com or when you open them online with “Word for the…

No worries at all! I'm glad you were able to resolve this. I'll be here, if you need something else.

Hey @"MysticLenz", sorry for jumping in. Since we can’t offer much in this scenario, like Hannah mentioned above, I’ll leave this thread open in case other users have had a similar experience and they can help with this.

Thanks for posting on the forum, @"nuttygamer". I’d like one more screenshot of what you see after going to your iPhone settings > tapping on “Photos” > “Transfer to Mac or PC”. Is this something that’s always been happening with HEVC files, or did you start noticing this behavior recently? Let me know when you’re ready.

Thanks for posting on our Community, @"modismos"! Hope you’re doing great. When uploading files via your desktop app, how long does it take for them to appear on your Dropbox account online? What’s the average size of a large file you upload to Dropbox? I’m asking because, depending on the filesize, it can take some time…

Hi Bruce! If you’re only allowed to back up these specific folders, then you may not be using the updated version of Dropbox Backup just yet. Can you please follow these steps and let me know what happens?

Hope it’s OK to jump in, @"timothec". From what I can see, all context menu options are missing from your Dropbox folder. Can you also relaunch your Finder this way, and let me know if it helps?

@"jzurim", you’ll need to reply to Hannah’s email directly, so that she may further assist. From what I can see, there’s no response yet.

@"cenilleu", you should now be able to select specific folders from the external drive to back up. Let me know if you don’t see the option though, while setting up the feature.

@"cenilleu", to clarify, the SSD you mention isn’t an external hard drive, correct? If not, then this isn’t possible indeed, as Rich mentioned above.

Hey @"SR SLS". To clarify, are all the files you’re having this issue with shared with you by another Dropbox user? Or did you upload them to Dropbox yourself? Do you mean that the audio stops completely after previewing the file for an hour or that the sound gets distorted after that? Finally, I’d like to know the Dropbox…

Are you seeing any other Dropbox options, when right clicking on your files within the Dropbox folder? If not, make sure to check your menu bar (where your clock settings are located) to see if the small Dropbox icon is still showing.

Hey @"Essa2"! Thanks for posting on our Community today. If I got this right, you’d like to free up hard drive space on your Mac device, correct? What methods/features have you tried so far to achieve this? Did you right click on your files within the local Dropbox folder and made them online-only? Or did you try to use…

Thanks for your post, @"Akiko Sasaki-Summers". You can turn off Dropbox Backup with these steps. Feel free to ping me for anything else.

@"TE16", in order to sign in to the correct Dropbox account on the desktop app you’ll need to log out and then back in with these steps.

Thanks for the screenshot, @"FFI"! From the screenshot, it looks like the files are still online-only and not available offline (in which case you should be seeing green checkmarks next to them). Can you right click on couple of files again, select the “make available offline” option and then restart your device? Do they…

@"LangeRC", can you provide a few more details on your desktop app, as well as what you see on Adobe Acrobat? Feel free to send over couple of screenshots too, if you think they’ll help.

@"JimmyInTN", are you seeing your documents if you go here?

Hey Peter! Before moving forward, do you basically wish to update the email address of your paid Dropbox account to a newer one? Did I get it right? Thanks!

Hope it’s OK if I jump in, @"gokenchung". Can we log a ticket for you and send it to the email address you see here? I can’t guarantee anything, but since our support team has account visibility that we don’t here on the forum, we may be able to see something more this way.

Hmm, I see. Did you also restart your computer in the meantime and it made no difference? If not, I’d like a screenshot of an example file you see with this icon in your Dropbox folder, as well as the error that appears when you try to open it. Finally, what's the current syncing status and app version of your Dropbox app?

Hey @"Doug1580", hope you’re doing well. From what I understand, you’re uploading these videos from your mobile device to the Dropbox app, correct? If yes, are you uploading them manually or automatically via camera uploads? Other than that, I’d like two screenshots showing how the video appears originally vs how it is…

Hi again! So, if I got this right, your previous Dropbox folder (under ~/Library/CloudStorage) stopped syncing at some point and your updates never synced to www.dropbox.com. Please double check your online account and let me know if I’m wrong or in case I’ve misunderstood something. Also, I get that this Dropbox folder…

Hey @"GioSomma", thanks for your post and hope you’re doing great. First of all, can you clarify what type of drive it is that you’re referring to? What drive is your Dropbox folder saved on at the moment and where would you move it later on, for example? Just so that I can provide the info you need. To make sure all of…

Hi again, Tom. Can you clarify the browser version of Safari you’re using at the moment? Other than that, is this happening on the Safari browser of your computer? If yes, can you test this on your mobile version of Safari instead and let me know what happens then?

Thanks for the additional info, @"sekturina". I’ve found your ticket in our system and left a note on your behalf. Our team should get back to you as soon as possible.

No worries, @"Mirasol". I’ve opened a new ticket for you, so we can look into this further. Please reply to it when you can.

Welcome to our forum, @"darcy3". It sounds like you’re being asked for the one-time security code (which is different to our two-step verification feature). I know it may not work, since you’ve already tried a bunch of things, but can you also try to log into your Dropbox web account via an incognito window on your browser…

Hey @"sandraguel"! Thanks for your post. Does the exact same error appear on different browsers/incognito mode? Have you tried opening a file request with a different title, as a test, and Dropbox still doesn't allow you to? Finally, can you check the solution provided here and let me know if it helps? Keep me in the loop…

That’s great news, @"skotov"! Let me know if everything goes well with the migration.