Walter Dropbox Community Moderator

What happens when you click on the 'Manage files' option @landman1? Does this persist after clearing your browser's cache or on another browser by any chance? If you're over your account's quota limit, it's normal that you're not able to restore any files, but you should be able to access them to delete and/or download…

Hey @Jonnel1976 - sorry to hear about your missing files. When you say you received a notification about your account being over its quota limit, did you receive any other emails from Dropbox informing you about this perhaps? Also, could you have a look at your events page and let me know what you find? Note that if your…

Hi there @Radebr1 - sorry to hear about this and thank you for all the information you've provided too. I was able to locate your ticket 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 you have anything else to add or ask in the…

Can you attempt another deletion now and send me a screenshot of the exact error you're getting then @landman1?

You can navigate to your events page by clicking on the link I provided earlier @landman1: https://www.dropbox.com/events Can you give it a go and let me know how it goes?

If you don't see the option to restore them it means that they were deleted outside your account's version history so you won't be able to recover them from Dropbox @cairopete. I wish I had a better answer than this.

Hi there @bsegui - welcome aboard! I just wanted to say thanks for taking the time to share your findings with our Community. Feel free to let us know if anything else comes up in the future!

Hi @cairopete - sorry to hear about your missing files. As a first step, do you see any signs of them in your deleted files page and/or your events page? If those folders happen to be shared folders, you can also check your sharing page. If you can't find them there though, I'm afraid there won't be much we can do to help…

I see, thanks for the update on this @marak. At this point, I'd suggest you continue troubleshooting this through your existing ticket since our experts will be better equipped to handle this moving forward with account and device specific information.

Thanks for the additional details @marak - much appreciated. At this point, the next step would be an advanced reinstall. I'd also recommend ensuring that this is not caused by a 3rd party app running on your computer which might be monitoring your files, like an antivirus, a backup or syncing service etc. That said, I was…

Hey there @landman1 - sorry to hear you're having issues with this. Can you please let me know if the files you delete show up in your events page at all and send us a screenshot of the particular point where you get stuck? Also, what do your account settings report in regards to your quota? Let us know more and we'll take…

And what type and how large are the files in question? Does this happen for all of your files? You mentioned a different browser, but have you tried a private browsing window (or incognito) as well? Let us know and we'll take it from there @marak.

Since it was a shared folder, have you (and your colleague) checked your sharing page as well @AshSIHA?

Glad to hear it's sorted now and thanks for keeping us in the loop @bblu2095. See you around the Community and take care!

Thanks for clarifying that for us @marak - could you else let us know if the files are available offline on your computer or online-only files?

Hi there @WTLQ - sorry to hear you're having issues with this and thank you for the detailed report. Just to make sure we're on the same page, can you clarify a couple of points for me? Approximately, how many files you're syncing inside your Dropbox folder on your computer? When you say camera files are missing, are you…

Hey @Senameru - thanks for your report and joining the discussion here. I've sent you an email as well to investigate, so please take a look at your inbox and we'll take it from there.

Hey @Howwise - sorry to hear about this and thank you for bringing this to our attention. Since we'll need some account specific information, I just went ahead and sent you an email to investigate internally, so please take a look at your inbox and we'll take it from there. Thanks so much!

Are you running any 3rd party apps or services that might be causing issues on your original OS profile @jackdent22? This would include security and antivirus programs, syncing and backup apps that could be monitoring your files etc. If you do, you can temporarily disable them or close them to see if there's any…

Hey @jackdent22 - thanks for bringing this to our attention and I appreciate all the details you've shared with us as well. As a first step, can you try the latest version of the app directly from this page and let me know how it goes? If the issue persists, you could try creating a new OS profile on your computer and…

I see, thanks for keeping me in the loop @I_R_H. I've just sent you an email to investigate, so please take a look at your inbox and we'll take it from there.

Let me know if you still have issues after the advanced reinstall and I'll send you an email to have a further look internally @I_R_H. Thanks!

Thank you for clarifying that for us @I_R_H - much appreciated. Assuming that you're able to open the Dropbox desktop app normally, can you please follow these steps to see if they help? Make sure the Dropbox desktop application is running Click on the Dropbox icon in your menu bar and then click your profile picture or…

Could you send me a full page screenshot of how this looks like on your end so that we can have a visual too @allisonelaurel?

That usually means that the Dropbox desktop app isn't running on your computer @allisonelaurel. Could you search for it and launch it from your computer's applications? Once you've launched and see the Dropbox icon in your menu bar, you'll be able to access the app's preferences to change your screenshot settings.

Hey @steve t.5 - sorry to hear about this. Can you please let me know the exact OS version of your iPad and how you're downloading your videos to your iPad? Are you using the Dropbox mobile app or the website to do this? A screenshot of the error would also help!

Thanks for the additional information and the screenshots too @Stylee_Dan. May I ask if you've tried an advanced reinstall since you first noticed this behavior? Also, have you granted Dropbox full disk access as outlined in this help center article?

Hey @remDUCKS - sorry to hear you're having issues with this. Just to make sure we're on the same page, can you clarify how those files are shared with you and let me know if you're able to find them on your homepage by searching? Otherwise, you can also check your sharing page and the events page as well. Keep me posted!

The feature that enables you to save your screenshots to Dropbox is only available on the Dropbox desktop app so you must be using that as well @allisonelaurel. Do you see a Dropbox icon in your menu bar by any chance?

Let me know if it happens on other browsers and/or after clearing your browser's cache as well @jh80. Apart from that, you could also try an incognito window with no extensions or plugins running. In any case, please keep us posted.