Nancy Dropbox Community Moderator

Is this only happening for existing Word docs? What if you create a new one?

Hi again! I took a look at your support ticket and I can see our agent replied back to you. I totally understand where you’re coming from and I’ve left them another internal message, so that they can access your comments here on the forum and see how this affects you.

Hope it’s OK to chime in, @"cltchrn". Did this issue surface with the latest Dropbox app update perhaps or have you had it for a while now? What’s the average size of a file you make offline on the app? Did you also clear the Dropbox app’s cache before reinstalling?

Hey again, Peter. Your friend should be able to preview the video without downloading it first. Can you clarify the size of the video on Dropbox? Also, if you can send me a screenshot of what he sees on his end, that’d be great. You can attach it here with this button: As for the editing tools, it's not possible to remove…

Hey @"Rasik", and welcome to our forum. Please note that, at the moment, full-text search is only available for paid subscriptions, so on free Basic plans, it’s only possible to search for a file based on its name. I can pass this as feedback though to our team, in case they consider changing this in the future. Ping me,…

Sorry to hear this, @"BT99". To clarify, are you having this issue with Dropbox Replay? I’d also like a full screenshot of the error you’re seeing. Keep me in the loop.

Hey @"joelmackay"! Thanks for your post and hope you’re doing great. What you mention could work here indeed; once the new Dropbox folders are created, you can pause the desktop app’s syncing, transfer your files from the old Dropbox folders to the new ones and then resume syncing again. This way, the app shouldn’t sync…

I’m sorry to hear this keeps happening, @"Hugh2024". Did you notice this behavior after any sort of Dropbox/OS update on your computer? Next time the app stops syncing, can you let me know its syncing status and app version? Keep me posted for any updates.

Hey @"BlueDiamond". To create a new Dropbox account, you’ll first need to log out of the account you’re currently signed in. Here’s how you can do this, depending on the Dropbox platform you’re using.

@"Justinmonaro", I’m afraid it’s not possible to do this at the moment. Your feedback has been passed on to our team though, and they’ll take it into account.

@"Big Maho", sorry for jumping in. Can your wife see the updates you made on her Dropbox account online? 

Sorry for jumping in, @"petalargie". First off, I’d like to mention that, if these users were never added to your Dropbox team as members, they shouldn’t be part of it, which is why there’s no option to remove them per se. Now, do you perhaps mean that you see them saved as contacts anywhere? Can you send over a screenshot…

Thanks for sending more details, Peter! When saying file extension, I was referring to the type of the video file (for example, is it .mp4, .avi etc).

Hey again, Joshua! You can see all support options, according to your plan, at this page.

Thanks for letting me know, Bruce! Can you also share the ticket number from your support convo? I'd like to check it as well before guiding you further.

@"ssjandres", can we log a ticket for you and investigate this internally?

Hey @"Alter2024"! I just replied to your email. Please check it, when possible.

Hey @"caprov"! Can you clarify what the owner said a bit more? When saying that everything works fine with the direct Dropbox link, did they mean when watching the video on their Dropbox account, and not via the shared link?

Thanks for posting on our Community, @"madhavgoenka"! I’d like a screenshot of your desktop app’s syncing status, as well as one more of what you see on your Plan page. As for the red cross you mention, is it the one showing here? Let me know.

Thanks for posting this on our forum, @"KathrynBassett"! If you unselect - select again the option to start Dropbox on system startup, does it seem to help? I’d also like to know the current syncing status and app version of the Dropbox app on your computer. Finally, are you using Dropbox for S mode at the moment on your…

Sorry to hear about this, @"Peter Honchaurk". Can you clarify the file extension of the video in question? Also, is the audio distorted no matter the Dropbox platform (website/desktop app/mobile app) you access it from? Let me know and we’ll go from there.

No worries! You should be able to see my email at the inbox of the email address you see on this page.

You’re all set, @"Alter2024"! Please reply to my email, when you get the chance.

Thanks for the screenshot, @"Arebeo", and sorry to hear the issue persists. Can you send one more visual of what appears after clicking on the “I don’t have access” option? I’ll be able to look into this further this way.

@"Davidatlas21", free Basic plans provide 2GB of space.

Thanks for the additional info! Don’t worry at all about the language of the screenshot. Since this is an account-specific matter, I’d like to log a support ticket for you to this email address and check this internally. Let me know if that’s alright and I’ll get things started.

Hey @"nwb18"! You have a new email from me. Please reply back to it when you can.

Hey again, @"ashleyjoeann"! What I’d like you to do next is to go to the Account tab of your desktop app preferences and send me a screenshot of what you see there (while hiding your email address). I'll be able to investigate further after that.

Thanks for posting this on our forum, @"Alter2024"! Can you send me a screenshot of what you see on your Dropbox account? Did anything else happen at all, right before your account got downgraded? Let me know, and we can go from there.

@"MelGold", does the issue persist via an incognito window, as well? If you have any other browsers available, please give them a go, too. If yes, I’d like a full screenshot of what you’re seeing to check this further.