Walter Dropbox Community Moderator

Thanks for the additional information @"pw-mc" - could you also send us a screenshot of the error you get (omitting any personal information)?

Hey @"pw-mc", sorry to hear you're having issues with this. Can you please let me know if this happens when you preview the file through the mobile app or the website? Also, what is your device's exact OS version and the version of the Dropbox mobile app installed there? Are you able to open it normally after downloading…

Hey @"djrocks66", sorry to hear you're having issues with this. Does this happen with online only files or even files you've set to be available offline too? What is the desktop app's exact version and status as shown in your menu bar at the moment? Also, have you tried refreshing your Finder or rebooting your computer?

If your mentor is seeing the comments on the file on our website and you've made sure that you're looking at the same file, then you might need to clear your browser's cache or try another browser, Lucy. If the issue persists, please send us a screenshot of how the file with its comments looks on your end and another one…

In that case you can keep in mind for future use, Lucy. Let us know if you need anything else in the meantime. 

Glad to hear that @Madhurimab See you around the Community and take care! 

Hey @"Gustynpip", sorry to jump in here. Your browser is the web browser you're using to access internet pages etc. For example, I'm using Google Chrome at the moment. You can see more information on how to troubleshoot issues with your web browser here. If you're using the desktop app to do this by updating the file…

Have you considered using the Dropbox comments feature instead in that case, Lucy? 

Can they see their comments from their end on our website @"Lucy Shine Strong " ?

In that case, I'd recommend getting back to your open ticket about this issue and reply to my colleague's email to continue investigating this @Haumann Let us know if you have anything else to add in the meantime. 

Glad to hear it's sorted now and thanks for keeping us in the loop too, Chris. Let us know if anything else comes up! 

It sounds like the file might be corrupt @"Daveb5" - are you getting any particular errors perhaps? Also, were you ever able to preview this file on our website in the past?

Hi there @Madhurimab, sorry to hear about this. Could you please try restoring your purchases and let us know how it goes? If you get an error along the way, send us a screenshot of that too. Thanks!

Hey @"Chris_Hope", sorry to jump in here, but could you click on the blue hyperlink in your error message and send us the full error log so that we can have a better look? 

Hey @"Lucy Shine Strong ", sorry to jump in here, but when you say the comments are inside the PDF, I'm assuming that your mentor is adding their comments through a 3rd party app and not directly on the Dropbox website - is that correct?

Hi @"Oleg8", thanks for the additional information and the screenshot too. Can you clarify your device's exact OS version for us please and confirm that you have enough space on your mobile device to install the app normally? --- Привет @"Oleg8", спасибо за дополнительную информацию и скриншот. Не могли бы вы уточнить для…

Hey @"JimHesterman", sorry to hear about this. Did you enabled the Dropbox Backup feature by accident perhaps? Could you send us a screenshot of what's shown in the app's preferences under the Backups tab and one of the app's status and version as shown in your menu bar? Also, do you see any filers or folders on your…

Hey @BobbiBamf, thanks for clarifying that for us. Could you try restoring your purchases as outlined here and let us know if the subscription shows up? If not or you get an error, would it be OK if we reached out via email to have a further look internally? 

Thanks for clarifying that for us @"toemaytoe" Would it be OK if we reached out via email to have a further look internally at this point? 

Hi @Haumann, thanks for flagging this with us. Would it be OK if we reach out via email to have a further look internally? 

Hey @"adapapadim", sorry to hear you're having issues with this. For billing inquiries, it would be best if you reached out to our support team directly. To do so, make sure to use an incognito window without signing into any Dropbox account and fill in this form with all the relevant information and an email address we…

Hi all and happy Monday! I just wanted to give you an update on this as we've heard back from the team and it seems that this issue should be fixed with the most recent beta version of the mobile app. For anyone interested, you can have a look here for more information. 

Thank you for reaching out. We are looking into the issue. As a temporary workaround, please contact privacy@dropbox.com and we will assist further. We apologize for the inconvenience.

Hey @"lucidlight", sorry to jump in here, but I wanted to mention that I've just sent you an email, so please take a look at your inbox and we'll take it from there. Thanks! 

Hey @"dreamtradey9", sorry to hear about this. I've just sent you an email to have a further look into this internally, so please have a look at your inbox and we'll take it from there. Thanks!

Thanks for giving that a go for me @Lisarose & @Najiee I've just sent you both an email to have a further look internally, so please have a look at your email's inbox and we'll take it from there. 

Hey @"cudmore", sorry to hear about this. Can you let us know if the issue persists on other browsers or even when using another 3rd party app to unzip/unarchive the mentioned files? 

Hi there @"DianeDrey", sorry to hear you're having issues with this. Can you please let us know the desktop app's exact status and version as shown in your menu bar at the moment? Is it still syncing or indexing your files? 

Thank you both for your updates @Lisarose & @Najiee - much appreciated! Can you please try restoring your purchases as outlined here and let us know how it goes? If the issue persists, would it be OK with you if we reach out via email to investigate further? 

Hey @"Mahammer29", sorry to jump in, but I just wanted to mention that I've just followed up via email, so please have a look at your inbox and we'll take it from there. Thanks!