Nancy Dropbox Community Moderator

Hmm, I see. Let’s check your computer, and see if we can find something more. If you have the desktop app installed, can you clarify its syncing status and app version? I’d also like a screenshot of how your PDFs appear in the local Dropbox folder to have a visual of their syncing status.

I’m sorry to hear about the situation, @"fransvandervleuten". Can you send me the ticket number you should’ve received from your support interaction? Other than that, I’d like one more screenshot showing how these files appear within your local Dropbox folder, so that I can check their syncing status. Also, what’s the…

I hope this hasn’t been suggested already and I missed it, but have you tried hitting on the Windows Logo Key + PrtScn button or Alt + PrtScn instead? Does this help, or is the Snipping Tool still being launched?

All set, @"mstomasik"! Please reply back to my email, and we'll check this further.

Alright, thanks for giving this a go. We can open a ticket for you then, and investigate further. Let me know if that’s OK, and we can get things started.

@"roscospears", have you tested this again via different browsers/incognito window, and the issue persists on all of them? Keep me posted, and I can check with our team on this.

Hi from me as well, @"DavidM07"! By opening a ticket, we’ll be able to see more details on your Dropbox account and potentially send this over to our specialized team, if necessary. Please check your Dropbox email address, and reply back to my ticket when you get the chance. Thanks!

Thanks for posting your questions here, @"Charsiu"! Are you using the updated version of Dropbox Backup? If yes, you should be able to back up any folder that’s located within your device’s home folder. If not, here’s how you can update to the latest version. As for your second question, I’m afraid backing up is restricted…

Yes, thanks @"carlitobklyn"! Now, if you go to your Plan page, how much usage do you see there? Feel free to send me one more full screenshot of what you see, and I’ll have a look. I'd like to double check that you're seeing the same usage everywhere.

Thanks for your screenshot, @"mstomasik"! Are you seeing the same thing if you connect to a different network, or even try cellular data? Also, if you’re up for it, you can update the OS of your device to the latest one, as an extra troubleshooting step.

Thanks for the follow-up, @"ThisHighUp"! One more thing I’d like to ask; do you have any other third-party cloud service apps on your computer? If yes, please close them, then close the Dropbox app, quit and relaunch Finder again with the same steps, and finally relaunch the Dropbox app. Keep me posted on any updates.

Glad to hear that did the trick! If you need something else, don’t hesitate to ping me on the forum.

Hi @"ohgriffith", I’m sorry to hear about this. How long ago did you log in to Dropbox with your Gmail address? If you open your Hotmail email address now, are you still getting emails from Dropbox there? What if you try to reset your Dropbox password from the login page, and use your Hotmail address instead of Gmail? Are…

Sorry to jump in here, @"carlitobklyn"! What if you click here instead?

Hi again, @"Alejandro Q ". Just to clarify, is this happening with PDFs that open via the Dropbox app both on your iPhone and your iPad? What if you reinstall both the Dropbox app and Adobe Acrobat on both your devices? Does the issue persist after that?

Welcome to our forum, @"Antman7"! Let’s have a look into this. Is your old Dropbox account linked to a disabled email address, and the new one only has one letter different? Even in that case, you should be able to sign in to Dropbox with your old email address and password. Has it been more than 12 months perhaps since…

Thanks for posting this here, @"JC34"! Can you send me a screenshot of what it is you see exactly when opening your Dropbox Paper docs? Besides that, are you able to share files normally? If you haven’t tried this after the issue occurred, I’d like you to create a shared link on your Dropbox account as a test, and let me…

@"dadamanga", I’m glad to hear everything’s in order now. If you click on the 3 dots at the top right side of the Community thread, do you see an option to Unsubscribe perhaps? Otherwise, you can also go here and unsubscribe from the thread you wish. @"PepperPod", I’m sorry to hear about this. From what I understand,…

Thanks for giving that a go. Did you recently have any OS upgrades on your PC2? If not, feel free to try out these steps to make sure there aren’t other apps on your device that use the remaining overlay icons of your Windows computer (Windows has in general a limit of 15, and 4 of them are used by default by your OS). If…

Thanks for the screenshot! I think I may have understood what’s happening in this case. When clicking on your Microsoft files at the All files tab, do you see something like a side preview on your screen? If yes, please click on a small square button located above your files on the right side (it’s right next to the button…

Sorry to hear this, @"TheQueenFantasia". Do you mean that your Dropbox account has run out of space, so you can’t upload/sync any new files? Have you also tried upgrading via a different browser/incognito window in the meantime? If you happen to have another payment method available, can you please try it and let me know…

Thanks so much for the ticket number, @"LevelUp"! I was able to track it in our system, and I can see that indeed our specialized team is looking into this at the moment. Since they have account visibility, which we don’t here on the forum, I’d suggest continuing with them directly. However, since I understand this is a…

Hi from me as well, @"mstomasik". Can you send over a screenshot of what you see on your end, when the scan gets stuck? Also, is "Auto Capture" set to On or Off? You can check the status of Auto Capture by looking at the "Auto" icon at the top when capturing a scan.

Hey @"ashantirae12"! Is this happening on Dropbox Sign for you, or when using the Signatures tab (while being signed into www.dropbox.com)? Have you already tried to switch browsers/test this via an incognito window, and if yes, did that seem to help at all?

Hey @"bbogdan". Hope you don’t mind me chime in. Can you clarify what’s the file extension of the files that get uploaded into Dropbox after you’ve scanned them? I’d also like a screenshot of how they appear on your end then.

Are you referring to the lack of syncing icons when it comes to your second computer/PC2 perhaps? If yes, can you please check that device and let me know the syncing status and app version of Dropbox there? Also, if you try to open one of these files, do they open normally? Have you tried restarting your computer, and no…

Hi @"Belm", and thanks for posting on our forum! If you go to your Apps tab here, and scroll down to the "Default editing apps” section, are your Microsoft files set to open with “Word for the web” and “Excel for the web” or are they set to “View on www.dropbox.com”? If the former, please take a screenshot and upload it…

Hi @"LevelUp", I’m sorry to hear about the situation. As a first step here, I’d like you to send me the ticket number from your support interaction. This way, I can have a look as well, and see if there’s something else we can possibly suggest as a workaround here. Give me a nudge, when you’re ready.

Glad you were able to figure this out! I’ll be here, if you need something else.

Thanks for clarifying the syncing status! As for the file count, can you please right click on your Dropbox folder, go to “Get info” and send a screenshot of the next window you’ll see? This may indeed not be the cause of the issue, but it’ll give us a rough idea of what may be happening. Let me know, and we’ll go from…