Walter Dropbox Community Moderator

There was an issue that impacted some of our users as mentioned in the Dropbox Status page @lookin4HelpOnDropbox. 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 @lookin4HelpOnDropbox. Could you try clearing your browser's cache and/or another browser and let me know if you get the same results?

Hey @lookin4HelpOnDropbox - 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!

I see, thanks for the screenshots, Jeff. It seems that you're using a web browser to access your old account and not the Dropbox desktop app. When it comes to the old email address, can you clarify if you have access to it and/or if you're able to recreate it? If you have any files in that account (the one associated with…

Turning off the extension you mentioned wouldn't be of much help in this case @RTM. If you turn it off, you'll need to sign in again and move forward with new syncing settings, depending on what you choose when you set it up. Could you try the steps Hannah provided and let us know how it goes?

Hi from me @akotsko. If you'd like to investigate this further, I can send you an email from my end. Before we switch to email though, could you clarify how are those changes logged in your events page? Also, does the behavior persist if you pause the syncing process and resume once you're done with your edits?

Can you send me a screenshot of that so that I can have a visual too, Jeff? Also, did you see my previous question?

So, you're not using the desktop app but a web browser like Chrome, Safari or Edge to access your Dropbox account. Is that right Jeff?

You should be able to see a Dropbox icon in your system tray/task bar, Jeff. Once you click on it, you'll get the option to access the app's preferences by clicking on your account's icon. Could you give it a go and let me know how it goes?

Can you please double check that the email address is the same shown in the Dropbox desktop app's preferences under the Account tab and in the Account tab in the mobile app on your phone, Jeff? Also, can you take a look at your system tray/task bar and let me know the exact status and version of the desktop app?

Hey @Jeff047 - sorry to hear you're having issues with this. It sounds like you're still logged into the wrong account on your mobile device. Can you try signing out and back in with the email address you're using in the Dropbox desktop app on your computer? Let me know how it goes!

In that case, as a test, you can try creating a new OS profile on your computer and try to download and install the app there @Nicole_MPM. By the way, do you happen to have any security programs running on your machine like an antivirus etc.? Keep me posted with any updates!

Are you referring to this help center article perhaps @RTM?

Hi @Nicole_MPM - sorry to hear you're having issues with this. Can you please try an advanced reinstall as outlined here and let us know if this persists? If it does, I'd appreciate a screenshot of the error you're getting so that we can have a visual too. Thanks!

If you're referring to online-only files, you should be able to make them available offline on your computer(s) @RTM. Let us know if you have any follow up questions!

I see, thanks for the clarification on that one and sorry to jump in here @behindthelines. At this point, I'd recommend waiting for an update on your open ticket with our support team as our expert will be able to assist further with account and device specific information. Let us know if you have anything else to add in…

No worries @QuasarOne - let us know if anything else comes up!

Hey @QuasarOne - thanks for taking the time to post on our Community and share your thoughts on this with us. I'm afraid there's no way to disable this kind of notifications as we deem them important for your account's proper use. Have you tried deleting any files that you might not need in Dropbox to free up some space to…

Hi from me as well @st_capl. I just wanted to mention that since our Plus subscription is a product for personal use, as Hannah mentioned, rather than a business product, we are obliged to charge tax on it in certain jurisdictions and we are also unable to exclude this from your payment. This means that you'll keep getting…

Thanks for the cooperation @Tommo46. 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. PS: For anyone following this thread and doesn't have an open ticket about this with our support team, you can let us know here and we'll reach out from…

In that case, you can reach out directly to our support team as they'd be better equipped to help further with account, device and file specific information @mikaelus. Let me know if you have anything else to ask or add in the meantime.

Have you tried pausing the sync process while you're working on InDesign @mikaelus? Also, are you on a Windows or a Mac device?

Hey @mikaelus - thanks for bringing this to our attention and sorry to hear you're having issues with this. Can you please let us know when was the first time you noticed this and clarify your computer's OS version and the version/status of the Dropbox desktop app as shown in your system tray/menu bar? Any additional…

You should be able to find something similar for the web if you navigate to your photos page directly @Carl_Bloke. That said, in this case I'd recommend getting in touch with our support team directly as they'll be better equipped to help you with account, device and file specific information. Let me know if you have…

So the photos you're referring to are more than 15 KB and not in .PNG format. Is that right @Carl_Bloke? Also, do you notice this only in the mobile app or on the website as well? Any additional information about the missing photos will be much appreciated!

Hi @MetalDog - sorry to hear about your loss. In this case, you'll need to follow the process outlined in this help center article. Let me know if anything else comes up.

Hey @endri81 - sorry to hear about this and thanks for sharing your ticket ID with us. I was able to locate it in our system and passed your comments on to the agent who's looking into this for you. They'll be getting back to you soon, but please let me know if you have anything else to add in the meantime. Thanks!

You should be able to log out from your account through the app's preferences under the account tab @Swackhamer Meeh.