Walter Dropbox Community Moderator

Hey there @"stuartcalder" - sorry to hear you're having issues with this. Did you try selecting your whole Dropbox folder and making it available offline and/or online-only and vice-versa to see if it makes any difference? Otherwise, you can try copying or moving those zero-bytes files to another location and then back…

Thanks for the additional information, the screenshot and the nudge as well @"coala" Could you try signing out of your account through the app's preferences and then back in? Let me know if syncing gets stuck again or it finally progresses and the app shows 'up to date' at some point. 

Thanks for the clarification @"D P" - much appreciated. Is the folder's owner part of the same family plan or are they using an individual account of their own or even a team account? 

Did you try using the PowerShell application on your computer instead of the right click option @"Brian286"? As for not getting the 'Don't sync to Dropbox.com' option, there might be a 3rd party app that's interfering. In that case, you could try quitting your 3rd party apps and trying again. Keep us posted anyhow! PS:…

Hey @"coala" - sorry to hear about this. Could you maybe clarify your computer's OS version and the version and status of the Dropbox desktop app as shown in your menu bar? If this persists after rebooting your computer and quitting and relaunching the app, please send us a screenshot so that we can have a visual too. 

Hey @"D P" - sorry to hear about this. Are you getting any particular error when trying to do this via the website or is the site not responding? Also, are you using an individual account or a team one? 

No worries @"Robin2025" - I've just followed up via email so please have a look at your inbox and we'll take it from there. 

Hey @"Brian286" - could you send us a screenshot of the options you get so that we can have a visual too? Also, what is your computer's OS version and the Dropbox desktop app's status and version as shown in your system tray?

Hey @"Robin2025" - thanks for bringing this to our attention. Would it be OK if we sent you an email to have a further look internally? 

Hi there @"skillet" - thanks for joining the discussion here and sorry to hear you're also having issues with this. When you say it won't let you install, are you getting any particular error? Did you try to install with admin privileges in the first place? Apart from that, what is your computer's exact OS version and the…

Hi @"erinrg" - sorry to hear about this. I'd recommend getting in touch with our support team directly through this form for further assistance. Just make sure to use an incognito window without signing into any Dropbox account and fill in all the relevant information. If you come across any issues or need further…

Hey @"dropitlikeitshot1" - thanks for clarifying that for us. Can you also let us know the version of the Dropbox desktop app as shown in your menu bar? Also, are you able to move the files normally via the backups page instead? 

I'm referring to the Dropbox desktop app that should be syncing your files and changes in your system tray/menu bar, not the file explorer @"ndbox12" Can you have a look and clarify what the app is reporting?

Hey @"Dvan" - thanks for the additional information and the screenshots too. I just wanted to mention that this Dropbox folder seems to be a shortcut to your Dropbox folder on your computer that's stored in your One Drive. May I ask when is the last time you remember seeing your files in Dropbox on the website and/or when…

Did you get an error or was the app not responding when moving the files out of your Dropbox folder @"ndbox12"? 

Hi @"Zheszpar" - sorry to hear about this. Can you please clarify your device's exact OS and send us a screenshot of the exact error you're getting? This will help us assist further. 

And what's your device's OS version @"Claudia_sf"? 

Hey @"Lela L" - sorry to hear about this. Can you please clarify the version and status of the Dropbox desktop app you're using as shown in your menu bar and also elaborate on what you mean by "unreadable"? Are you getting any particular error? 

Hi there @"Thomas_Breath_Coach" - thanks for the nudge. Can you please clarify your computer's exact OS version and the status and version of the Dropbox desktop app as shown in your menu bar? Did you install the app with admin privileges in the first place and have you also granted Dropbox full disk access as outlined…

Hey @"Claudia_sf" - thanks for sharing your thoughts on this. Just to make sure we're on the same page, are you referring to opening those files via a web browser or maybe through the Dropbox mobile app directly? Let us know more and we'll take it from there.

Did you copy or move the file in the first place @"ndbox12"? I'd recommend waiting to be able to access your computer to move it out of your Dropbox folder manually to be safe in this case, but you could also delete it and restore it from your deleted files page or the events page once you get to be on your computer. 

Thanks for the ticket ID @"Joseph P-9" - I was able to find it in our system and passed your comments on. I can see that a member of the team has replied there, so I'd recommend replying to them directly as they're better equipped to help further with account and device specific information. 

Do you see in your account's homepage on the web then to delete it from there if needed @"ndbox12"? 

How are you moving the folder exactly @"ndbox12"? Can you maybe send me a screenshot of the options you get? 

Hey @"ndbox12" - thanks for posting on our Community! You should be able to move the file out of your Dropbox folder normally. Are you getting an error when trying to move it back? What is the app's status as shown in your system tray/menu bar? Let us know more and we'll take it from there. 

Does the behavior persist after clearing your browser's cache and/or on an incognito window without any extensions or plugins running @"dmoon"? 

Hey @"NargisH" - sorry to jump in here, but can you find any signs of your missing files in the events page? Also, do you happen to have another Dropbox account perhaps, associated with a different email address of yours? 

Thanks for the clarification and the screenshot too @"marioinmehrer" - much appreciated. When you say it won't let you make any changes, are you getting a specific error or is it just not responding? Did you install the app with admin privileges in the first place? Also, can you confirm that you've granted Dropbox full…

Hey @"Joseph P-9" - thanks for keeping us in the loop on this. Can you please share your ticket ID for your support interaction so that we can look it up in our system? 

HI from me too @"marioinmehrer" and sorry to hear you're still having issues with syncing. You should be able to see your available support options on this page, based on the plan you're on at the moment. As for the issue at hand, a screenshot of what you see and the app's exact status and version as shown in your menu bar…