Walter Dropbox Community Moderator

Thanks for the additional details there, Johonna. I've just sent you an email to investigate a bit further internally, so please take a look at your inbox and we'll take it from there.

Feel free to take your time to see how things pan out and let us know if you need anything else in the meantime, Johonna.

The complete instructions can be found in the help center article I linked above @FBT_MacOS26. Can you clarify what exactly is confusing you so that we can assist further if needed?

Hi there @cyunk - thanks for bringing this to our attention. I'm not aware of any conflict between selective sync and version history for large CAD file sets, but I'll be happy to help look into this. Can you please clarify how you're working on these files after using selective sync to un-sync them from your computer(s)?…

Thanks for the additional information there @FBT_MacOS26 - much appreciated. Could you perform a clean, advanced reinstall using the offline installer from this page and let us know how it goes?

I see, thanks for the clarifications, Johonna. I'm afraid the next step would be to pause your antivirus and reinstall the app as there might be an app component missing. Could you give it a go and let me know the results?

Hi there @johonnars - thanks for bringing this to our attention and I appreciate all the information you've shared with us. Just to make sure we're on the same page, can you clarify if this happens with all the files you've stored in your Dropbox folder, both online-only and available offline? Also, is the Dropbox desktop…

Hi @Mawybee - sorry to hear about this. While upgrading to a paid Dropbox plan won't bring back any deleted files, let's gather some additional information first. Can you please clarify when is the last time you remember seeing those files on the website? Are there any signs of them in your deleted files page or the events…

I see, thanks for the additional information and please let us know if the problem persists after moving the files into your Dropbox folder @Drum. Also, can you see any mention of any Microsoft app or integration in your apps tab in your online settings?

Can you please try moving them out of your Dropbox folder and then back in again @Drum? Also, have you ensured that your Microsoft Excel app on your computer and your computer's OS are up to date?

Hey @brahmsjn - thanks for lettings us know about this. I've just send you an email to investigate internally, so please take a look at your inbox and we'll take it from there. Talk soon!

Hey @MarineOps - did you get the chance to check your email's inbox for Nancy's message yet?

Hi there @dap_one - sorry to hear about this. While upgrading won't bring back any deleted files, let's gather some additional information first. Could you let me know when is the last time you remember seeing your files in your account? Is there any sign of your missing files in the deleted files page or the events page?…

Hey @joplov - sorry to hear you're having issues with this. Can you please clarify your computer's OS version and the version/status of the Dropbox desktop app as shown in your system tray/taskbar? Also, do you happen to have any 3rd party software running on your computer that might be monitoring, syncing or backing up…

Hey @arzezio_7 - sorry to hear about this. While I can't promise anything concrete, I just sent you an email to have a further look internally, so check your inbox for my message and we'll take it from there. Thanks!

Thanks for clarifying that for us and also sharing your thoughts about the Dropbox desktop app @John B.131. Can you please sign out of your account through the app's preferences and then back in? If you still can't find the file after the app finishes syncing and shows 'up to date' again, please let us know and we'll take…

In that case, it seems that the latest update in the Excel app is causing the issue @kobushi. Have you tried reaching out to Microsoft about this directly?

Hey @Rambles - thanks for using Dropbox and posting on our Community! From what I gather, you'd like to move some files and folders out of your Dropbox account to your external hard drive. If you have the Dropbox desktop app installed on your computer, you can set the files and folders you'd like to store in your external…

Hi @TommyScot - thanks for letting us know about this. I was able to find your tickets in our system and passed your comments on to the agent who's handling your case. They'll be getting back to you soon, but please let us know if there's anything else you'd like to add or ask in the meantime.

I see, thanks for the screenshots @NicoleHrabik. When it comes to the desktop app, can you check your menu bar and let me know the app's exact status and version?

Thanks for the additional information @kobushi - most appreciated. Can you please confirm that all of the affected users are running the most up to date version of the Dropbox mobile app, the Microsoft Excel app and their device's OS? Also, are you all part of the same Dropbox for teams account or are you all using…

I see, thanks for letting me know @lookin4Help. I've just sent you an email to have a further look internally, so please have a glance at your inbox and we'll take it from there.

Hey @rosethevoid - thanks for clarifying that for us. Can you please let me know how exactly you're trying to edit this file when you notice that it's 'view only'? How large is the file in question by the way? Does this happen with other files as well? Any additional information or even screenshots are more than welcome!

Thanks for taking the time to share your thoughts on this with us @raynebc - much appreciated. I've passed your feedback on to the team and you can let us know if you have anything else to add.

Hi @NicoleHrabik - sorry to hear you're having issues with this. Have you ensured that you're logging into the correct Dropbox account on both the Dropbox desktop app and on the website? Can you please send me a screenshot of the exact error you're getting so that I can have a visual too? Let me know more and we'll take it…

There was an issue that impacted some of our users as mentioned in the Dropbox Status page @lookin4Help. Since this should be fixed now, could you give it another go and let me know the outcome?

I see, thanks for clarifying that for me @lookin4Help. Could you try clearing your browser's cache and/or another browser and let me know if you get the same results?

Hey @lookin4Help- thanks for bringing this to our attention. Can you please clarify how exactly you're sending this file? For example, are you using a web browser to share it or the Dropbox mobile app perhaps? Any additional information and/or screenshots will be more than

I see, thanks for the clarification @magicterran - I've just sent you an email to have a further look internally, so please check your inbox for my message and we'll take it from there.

Hey @magicterran - thanks for posting on our Community and happy Friday! Could you please let us know some additional information about the issue you're facing? For example, what device(s) are you using and what exactly is not working for you? Any additional information or screenshots are more than welcome!