Nancy Dropbox Community Moderator

Hey @"tina tang"! Welcome to our Community. Can you send over a screenshot of what you see exactly? It may be easier to have a visual first. Other than that, I’d like to know the app version of your Dropbox app. Let me know, when you’ve got more info.

Thanks for posting here, @"Hristina". Since we’ll need to look into this further, can I send you an email to this email address? Let me know if that’s OK, and we’ll go from there.

Oh I see, thanks for clarifying. As for the syncing icons, can you tell me if you see any at the moment next to your files or what do they look like? This is what they look like for reference.

Hey @"Stunna55". What’s the app version and syncing status of your Dropbox app at the moment? Also, if you check your app’s Sync tab, is the Dropbox folder stored under ~/Library/CloudStorage? Finally, is the preview missing from your online-only files, or files you've made offline and which have been fully…

Hey @"Demir2"! I've just replied to your email. Please check my response, when possible, and reply to it.

Thanks for the extra info! Can you please right click on the SD, after connecting it to your device, and go to its Properties/Get info? I’d like a screenshot of what you see next.

Hope it’s OK to jump in, @"chalizay". You mentioned previously that you see an option to make your files available offline, but not online-only. First off, can you try to download this app version instead? If the option doesn’t appear after that, and your Dropbox app is up to date, I’d like a screenshot of the syncing…

Hi again, @"Adropped". Can you send me one more screenshot of what you see on this page? If there’s any personal info showing, make sure to remove it first.

Hmm, let’s see. So, from what I’ve understood, you’re able to download your pictures to your mobile device, correct? If you open the camera roll on your phone (not on the Dropbox app), where the rest of your local pictures should be, can you see it there? Let me know, and we’ll go from there.

Hey @"thoba", I’m sorry to hear about this. Just to clarify, have you checked www.dropbox.com, especially your Events page, and these updates never synced online? What’s the current syncing status of your Dropbox app? Let me know, and we’ll go from there.

Hi @"Noleafcloverx", and welcome to our forum! Is there any chance the document is 190MB and not 1.9MB? If yes, then the size of the file would be the issue (the current limit is 160MB). If not, can you test this via a different browser/incognito mode and let me know if the same error appears? Finally, even if you can’t…

@"Demir2", please reply to my email, when you can, and we’ll go from there. Thanks!

Hey @"MarieRCH"! Sorry for jumping in. Please reply to my ticket, when you get the chance, and we’ll go from there.

@"line3", can you also clarify the format of your SD card? If you’re not on a free Basic account with more than 3 devices currently linked, I’d also suggest reinstalling the Dropbox app as the next step.

Hey @"SenB"! Sorry for jumping in. I’d like to clarify something (and apologies if you’ve already mentioned it). Before the crash occurred, had your desktop app synced everything to your account online? Had you checked www.dropbox.com at some point to see if your updates had synced there, or checked the Dropbox icon in…

Hey @"Delanoble", thanks for your post. Can you provide a couple of screenshots perhaps showing exactly what you see now and clarify what you were seeing before? Here’s the button to upload your screenshot (if there are any folder names you don’t wish to be seen publicly, make sure to mask them first): I’d also like to…

Hello from me too, @"Marshal mellow"! Can you try to send us a screenshot of what you see on your end? It may be better to have a visual and guide you from there. Here’s the button you can click to upload it here (before posting your reply): The “Open” option that you mention, do you see this on the Dropbox app or your…

Did you check your Events and Deleted files pages online and no recent files were deleted there that can be restored? If you’re on a personal Basic/Plus account, then the files would’ve been deleted after 30 days indeed and it’s not possible to restore them, I’m afraid.

I’m afraid that, at the moment, it’s not possible to see this info on your account. I can most definitely share your feedback though with our team and forward your comments to them.

Hey @"Dzulkiewski"! Welcome to our forum. To clarify, are you seeing the correct versions of your files on www.dropbox.com or are those the outdated versions, as well? When was the last time you could access the correct versions on www.dropbox.com? Can you see more details with these steps? Let me know what you find.

Hey @"Rouben Freeman". Your bandwidth limits depend on your current plan. You can see more info about this here.

Thanks for clarifying that! I had a look into our system in the meantime and I can see you’re also in touch with our support team. I’ve left them an internal note for you, so they’ll check this further and reply back as soon as possible.

Hi from me as well, Kevin. You mentioned in the beginning that you’re using selective sync for a single folder; can you let me know the approximate number of files that are syncing in your Dropbox folder? You can double check this by right clicking on it and going to your Properties. In general, the Dropbox app may face…

@"wildman4", can we log a ticket for you too and check this further?

Sorry to jump in, @"Xindaris". I believe Walter meant the syncing status of your Dropbox app (you can find it this way).

Thanks for the extra info! Can you also clarify what’s the current app version of your desktop app? Since the “Open it” option is directly linked to the Dropbox app, I’d like to make sure everything’s in order there.

Thanks for clarifying that, @"Bordonbert"! Does the issue persist with different browsers or even incognito window?

@"Mr Groovyblues", when linking your BT Dropbox account to Excel, are you doing this while the Hotmail account is still connected? Are you having issues even when the BT account is the only one linked to Excel?

Thanks for the additional info, @"utpmg"! I found your ticket in our system, and I can see our specialists are looking into it. I’ve also left them an internal note with your comments here.

In this case, please check if you have a copy of the Dropbox.app file on your computer in these locations: * /Applications * ~/Library/Application Support/Dropbox * If you see this file in both locations, delete the file in the second location(~/Library/Application Support/Dropbox). * If you see the file in the second…