Nancy Dropbox Community Moderator

@"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.

@"eu84", you don’t need to submit the application via a different browser. I’d just like to check if the “Employment” field still appears as a header no matter the browser you’re using.

Thanks for that, @"ritesh369"! Can I log a ticket for you and check this further?

Thanks for letting me know, @"PJS2". I could locate your ticket indeed and I’ve left an internal message to our team on your behalf. Since the case is being handled by our specialists, I suggest continuing in the same email thread with them. I can also see they’ve emailed you recently, so please reply back to their message…

@"cs28", can you also clarify the app version you’re running on your desktop app?

Thanks for confirming, @"RubinRolong"! I can see you’ve been in touch with our support team in the meantime, so I’ve left an internal note on your behalf and they’ll look into this.

@"Mirasol", one more thing I’d like to clarify; did you search your Finder and checked if your updated files are located anywhere else on your Mac device? If there’s no trace of them, let us know and we’ll log a ticket next for further investigation.

Hey @"joshuaelectric". Since the Dropbox icon isn’t showing in your case, which means that the Dropbox app isn’t running on your computer, you can move on to the next steps directly.

Hey again, @"MothraNOVA". Can you please right click on your local Dropbox folder, go to "Get info", and send me a screenshot of the next window you’ll see?

Thanks for your post, @"dglarseniy". What’s the app version you see running on your Dropbox app? Also, what’s the syncing status it shows now, when syncing isn’t paused? Feel free to send a screenshot of it, as well. Did you notice this behavior after a specific OS/Dropbox update? Let me know, and we can take a closer look.

Hey @"eu84"! Do you see the exact same thing on another browser and/or even incognito mode on your current browser?

I didn’t open a ticket, @"RobinH", as I was waiting for your confirmation first. I’m really glad all is good now though! If you notice the same behavior again at some point, let me know here and I’ll log the ticket then. @"RubinRolong", are you missing the option on multiple browsers? Make sure to also try incognito mode…

I see, thanks for providing more info. If you look at your system tray now, can you let me know what’s the syncing status the Dropbox app reports?

@"rarab2", please reply to my email, when you get the chance. We’ll take it from there.

@"Garrett Diagonal", are you also experiencing this with the latest app version (202.4.5551)? Are you seeing the same thing or is this not happening for everyone on your team?