Walter Dropbox Community Moderator

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!

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!