Walter Dropbox Community Moderator

Hey @richardpini - thanks for bringing this to our attention. Can you please clarify the OS version of the affected computer and the status/version of the Dropbox desktop app as shown in your menu bar? Are you Also, can you take a look at the Dropbox desktop app's preferences under the sync tab and let me know the location…

Take your time @Froggger we'll be a post away!

In that case, it sounds like your files never really made it to our servers and we won't be able to help restore them from our end @DevaRiver1. When it comes to your Desktop, Documents and Downloads folders on your computer, were you able to recreate or restore them perhaps?

I see, thanks for the screenshots @DevaRiver1. Since you've ensured that you're looking at the correct Dropbox account, may I ask when is the last time you remember seeing your missing files on the Dropbox website? This would include all of the following places: your homepage your deleted files page the events page the…

It's been entirely my pleasure @HappyCake - and thank you for your sweet words! Let me know if anything else comes up in the future and take care 🏖️

Just to clarify, can you walk me through the exact steps you take when you notice this happen @HappyCake? For example, you're trying to open your Dropbox folder or are you clicking on the app's icon in your system tray to navigate your files etc.?

Thanks for the clarification @DevaRiver1. Did you check your security page for connected devices as Mark suggested? If the app wasn't syncing normally for years, I'm afraid we won't be able to help restore any files as they practically never made it to our servers.

Can you click on your avatar and then quit the app and relaunch it afterwards to see if it makes any difference @HappyCake? I'm only asking because this should be visible only when you click on the Dropbox icon in your menu bar/system tray to access the Dropbox desktop app's preferences, menu, activity tab etc.

We're glad to hear you're back up and running and thanks for keeping us in the loop too @nicobild. Let us know if anything else comes up in the future!

You should be able to tell if you're using the file provider version by checking your Dropbox folder's location in the sync tab of the app's preferences, Nicholas. When it comes to the issue with the files you mentioned, does it affect all kinds/types of files and of all sizes?

So, you're referring to the left sidebar shown in your screenshot or the activity tab to the right @HappyCake?

You can find more information about the sync icons here if you like @lpvmc. When it comes to the Dropbox desktop app, note that the files you store in your Dropbox folder will take up hard drive space normally unless you use selective sync to un-sync them from your computer or make them online-only. For more information…

Hey @HappyCake - thanks for posting on our Community! Can you please send us a screenshot of what you're referring to so that we make sure we're on the same page? Thanks!

Hey @randyartoo - sorry to hear about your syncing issue. Could you clarify your computer's exact OS version and the status/version of the Dropbox desktop app as shown in your menu bar? A screenshot of the exact error you're getting would also help!

So, just to clarify, you're back up and running now @Stgcmtj? I'm not sure what could have been the issue, but I'd recommend bookmarking the help center article I linked before since it covers most of the scenarios when it comes to syncing issues.

Since you've ensured that you're logged into the same Dropbox account, can you let us know the Dropbox desktop app's exact status on your computers as shown in your system tray/menu bar to see what might be causing the syncing issue? Let us know what you find and we'll take it from there @Stgcmtj.

If the folder isn't showing up in the app's preferences under the sync tab in the selective sync section, can you try renaming the folder and let me know how it goes @lpvmc?

Hey @talmor, when you say you tried everything, does that include an advanced reinstall as well? If it does, you might want to reach out to our support team directly for further assistance with account and device specific information.

Hi @IwamotoS - thanks for bringing this to our attention and also for taking the time to share your thoughts on this with us. I took a look at our system and I can see that you have an open ticket with the support team so I passed your comments there as well. When it comes to sharing with people outside of your team…

The next step would be to log into your Dropbox account and let the Dropbox desktop app sync until it's 'up to date' in your taskbar/menu bar. Let us know of any updates @lpvmc!

In that case, could you try creating a new OS profile on the affected computers and install and run the Dropbox desktop app there @MERArchitect? This will help us isolate the issue a bit further.

Do you happen to be running any security software on your devices or a web plugin or extension that could be monitoring your internet traffic somehow? Also, does this persist after restarting your internet router?

Hey @jluros - thanks for bringing this to our attention. I just gave it a go on my end just now and it seems to be working fine. Could you reboot your device and try again? If you have any security software running, you can try disabling it as well temporarily. Let me know of any updates!

I see, thanks for the additional information and the screenshots too @gfnov - much appreciated. Have you tried reinstalling the app since you first noticed this?

Hi there @gfnov - thanks for lettings us know about this. Can you please let me know the Dropbox desktop app's exact version as shown in your taskbar and if this persists after quitting and relaunching the app and/or rebooting your computer? If it does, could you send us a full screenshot of how it looks on your computer…

I see, thanks for the screenshot @tym07. Since we'll require some additional information at this point, I've just sent you an email to investigate further. Whenever you get the chance, please have a look at your inbox and we'll take it from there.

Do you notice this with all types and sizes of files @tym07? Also, how much hard drive space do you have available on your computer when you notice this?

This icon means that the folder contains both online-only and available offline files @tym07. What are the syncing icons you see on your files within the folder with this icon exactly? Do you give the desktop app enough time to report that it's 'up to date' in your menu bar when performing those actions by the way?

Thanks for the clarification and the additional details there @epleake - much appreciated. Can you please send us a screenshot of the Dropbox desktop app's exact status and version as shown in your menu bar at the moment and another one from the sync tab in the app's preferences?

In that case, I'd recommend getting in touch with our support team from an incognito window where you're not signed into any Dropbox account from this page directly @Dougdougdougdougto. Let me know if you have any other questions in the meantime.