Nancy Dropbox Community Moderator

Thanks for the additional info, Peter! It’s really helpful. Out of curiosity, are you having trouble with image files, as well? I tried to test this too, but the feature seems to be working properly, so I'd like to gather as much info as possible.

No worries, @"fourbanks". Can we log a ticket for you then and investigate further?

Hi from me too, @"Jipy"! Hope it’s OK to jump in. I tested this on my end, as well; from what I can see, when making files available offline, there’s a small blue syncing icon showing that the file’s becoming offline, before the icon turns into a small green checkmark. Other than that, there’s no progress bar when…

Thanks for the app version, Richard! Can you also send me your ticket number, as it shows in your email address? It'll most likely start from #23 and then continue with an array of numbers. I can leave an internal note for you, so that our team may review this as soon as possible.

I’m happy to hear that, @"WriterGirl"! I’ll be here, if you need something else.

Hey @"Rgdamian"! Can you please double check your personal email address again, along with its spam folder, and let me know if you still can’t see a ticket number?

Hey @"jeffaugust", what’s the size of the of the .mp4 and .mp3 files you’re unable to play on your Dropbox account? Can you send a visual of what you end up seeing? Did you start having this issue after a specific update in your OS/Dropbox app?

Thanks for the screenshot! It looks like this error is about the Dropbox website, and not the shared link necessarily. Can you send me one more screenshot of the shared link URL you’re getting this error for? I’d like to make sure there’s nothing wrong there.

I’m really sorry to hear about your loss, @"Richard S.63", and what happened. Feel free to send me your ticket number here, and I’ll also have a look. Can you also clarify the app version of your Dropbox app and if you’ve had any recent updates on it? Let me know when you’re ready.

Thanks for posting on the Community, @"Richard Laycock". To look into this further, we’ll need to know the exact steps you’re following to transfer your files over to Dropbox. Are you following these steps? Let me know and we’ll take it from there.

Hi @"denise31", and thanks for posting this here. Is your Excel file password-protected perhaps? Are you receiving this error for all Excel files, or even Word documents and PowerPoint presentations? Finally, is it possible the file you’re trying to preview is more than 40MB in size? Keep me updated, and we’ll have a look.

Hi @"Scudda"! Sorry to jump in. After double checking with the team, I’m afraid that the bitrate isn't currently configurable and anything that's converted to MP3 will have the bitrate set to 128kbps by default. I can most definitely pass your feedback on this though to our team. 

I see what you mean. However, since this is still regarding the same file (even if it’s been renamed/moved etc), the existing shared link won’t break, which is why you just see the option to copy it, instead of creating a new one. I’ve passed your feedback on this to our team though, so that they’re aware of this. Other…

Thanks for the ticket number, @"tuongvan"! I can see our specialized team is already handling your case, so I’ve left them an internal note for you too. @"crismelo", if you wish to delete the local Dropbox folder and not affect your files online, you’ll need to disable computer backup and log out of the desktop app first.

Hi @"Jo - The Well"! Welcome to our forum. Since I understand you’ve reached our support team, can you send me your ticket number here? Also, are your colleagues seeing the same thing if they close the file on their current browser and open it via a different one instead? Other than that, feel free to take a look at this…

No problem, @"MediaSound"! Please reply back to my email, when you get the chance.

Hi @"Emby_9", thanks for posting your question on the forum. At the moment, there’s no way to link all three Dropbox accounts I’m afraid (it’s only possible to connect one personal and one Business account). What’s the Dropbox platform you're most frequently using though? If it’s the Dropbox website for example, you can…

Hi @"MediaSound", is it OK to log a ticket for you to this email address, and further assist?

Welcome to our forum, @"Federico10"! Can you clarify the app version of the Dropbox app you’re running on your device? Also, did you uncheck - recheck the "Start Dropbox on system startup” in your app preferences and it didn’t help, or do you mean that the option was always selected there? Finally, have you also tried an…

Hi from me as well, @"nractive"! Can you send me a screenshot of the plan you see here? As for opening a support ticket, did you try to do so by opening another browser on which you’re currently not signed into Dropbox?

Hi from me too, @"frnkc-6"! Can you please hover over the Dropbox icon in your system tray and send me a screenshot of what appears there? I’d also like one more screenshot of the pop-up message you keep getting, so that I can investigate further.

Hi again, @"Siska"! What about reinstalling the Dropbox mobile app, as well? Can you give this a go, and let me know if it helps?

Hi @"none22". Do you have access to this email address, so that we can contact you there? Let me know.

@"skovfx", the 130GB of files you mention, did you also try to upload them to a file request in one go? I’m asking because the maximum upload limit for file requests is 50GB (depending on the sender’s plan). @"solisoli", is it possible to test this with a different network as well, so that we can isolate the issue more?…

Hey @"iKit"! Hope you’re doing great. I see that the documents which can’t be uploaded have some symbols in front of their filename (~ $ .). Can you please try to rename couple of these files locally, while removing these symbols, and let me know if they still won’t upload? When using a web browser, there are different…

Hi from me too, @"mm34"! Do you mind clarifying the forum on which this is happening? Are you seeing the same thing on multiple forums instead? If you have any instance where the shared link shows a preview as well, feel free to upload a screenshot of it too, so that we can compare. If a shared link has already been…

Hi again, @"GigiB1"! Files that are password-protected on third-party apps aren’t generally supported on Dropbox when it comes to previewing (you can also see more details here). So, this shouldn’t be working previously either. As mentioned by Hannah above though, our team is looking into this and potentially changing this…

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Hi everyone, hope you’re all doing great! Can any of you send me a screenshot of what you’re seeing exactly on your end? I tested this myself and everything seems to be working normally, so I’d like to make sure I haven’t misunderstood something. Let me know when you’re ready.

Sorry to jump in here, @"Siska". Are you able to normally access these photos from your Dropbox account online > Photos tab? Can you clarify what’s their average size? Is there a photo that’s less than 15KB in size perhaps? You can also check this Help Center article for more info.