Walter Dropbox Community Moderator

Hi there @"GCinciripini" - thanks for using Dropbox and welcome to our Community! I'm not quite sure I understand the issue you're facing. Could you elaborate a tad for me please? Thanks!

Hey @"HerbalTea" - sorry to hear you're having issues with this. Could you try installing the desktop app from this page directly after rebooting your computer and let me know how it goes? If the issue persists, please send us a screenshot of your computer's taskbar so that we can have a visual too. Thanks!

Yes, you'd be able to retrieve the signed document without the signature from the person who didn't sign it @"Melissa21" Let us know if anything else comes up. 

Could you reboot your computer, unplug and re-plug the iPhone after restarting it as well and let us know if you still get the same error @"PORRITA"? If you do, we'd appreciate a screenshot too.

We're glad to hear you sorted it out in the end @"MichaelPreiss" See you around the Community and have a lovely weekend! 

Hey there @"Melissa21" - thanks for posting on our Community and happy Friday! The document should reflect any changes as soon as your signers take any action on the document itself, but let me know if I'm missing something here. Thanks!

How about on an incognito window window with no web browser extensions or plugins running @"MichaelPreiss"? Are you a personal network and computer or a work one?

Hey @"enzo_nardo" - I just removed your email address from your post. I wanted to mention that we're only able to reach out to you to investigate further internally through the email address that's linked to your profile here, on our Community. You can see the email address on your account's setting page. 

Hey @"MichaelPreiss" - sorry to hear about this. Could you clear your browser's cache or try another browser and let us know if you still get the same results? If you do, may I ask if you're copying and pasting the link from another platform or app perhaps? A screenshot of the exact error you're getting would also help! 

Could you post a screenshot of the options you get when you right click on your files in the Dropbox folder @"jethro7e"? 

Great, thanks for clarifying that for me, Kieran. I've just sent you an email so that we can investigate further. Please take a look at your inbox and we'll take it from there. 

When you say you don't have access to the account, are you referring to the email address that's associated with the Dropbox account you're trying to access, Kieran? 

Hey @"jethro7e" - thanks for posting on our Community and sorry to hear you're having issues with this. Could you please clarify your computer's OS version, and the version and status of the Dropbox desktop app as shown in your system tray/menu bar? Thanks!

Hey @"kie___" - did you try contacting our support team from the affected account through this form by any chance? If you did and got a ticket from our system, please share it with us here. Otherwise, let me know and I'll send you an email from my end to investigate further. 

Hey @"Bianca04" - would it be OK if we reached out via email to have a further look internally? 

Could you send us a screenshot of the app's current status so that we can have a visual too @"Dan68"? 

Thanks for clarifying that for me @"rthsiung" - much appreciated. Could you please send us a screenshot of the settings you've applied on this automated folder? 

Hey @"ginnyw" - sorry to hear about this. Have you tried following Megan's suggestion to contact your team's admin and ask them to convert your account back to an individual one? 

Hey @"A1Alliance" - sorry to hear about your missing files. When is the last time you remember seeing them on the website? If you made sure that you're looking at the correct account, do you see any signs of them in your events page? 

Hey @"sahrens1" - may I ask if you're getting any particular errors when trying to upgrade your account? Also, just to clarify, what plan are you on at the moment?

Also, sorry for not mentioning this earlier, but thank you for the update and feedback on this too @"jplatts" - much appreciated. You can let us know if anything else comes up!

I see, thanks for clarifying that for me @"liracha" I've just sent you an email to investigate, so please take a look at your inbox and we'll take it from there. 

Hey @"liracha" - sorry to hear about this. Did you try any of the troubleshooting steps mentioned in this thread, like using another browser or clearing your browser's cache? 

In that case, may we reach out via email to have a further look internally @"jplatts"? 

Does it happen when you use a web browser too, Rachel? Have you tried clearing the app's cache since you first noticed this by the way?

Hey @"dropmeinbox" - thanks bringing this to our attention. Just to clarify, are you using a web browser to move the files or are you doing this locally within your Dropbox folder and waiting for the Dropbox desktop app to sync your changes? Could you also send us a screenshot of how those 0 byte files appear on your end?…

Hey @"TAJPHOTO" - thanks for the nudge on this. We've passed your comments on to the team and you should be getting a reply on your open ticket soon. Let us know if you have anything else to add in the meantime. 

Hi there @"rthsiung" - sorry to hear you're having issues with this. Can you try uploading only some video files and let us know if you get the same results? Also, are you using an iOS device or an Android one? 

Hi there @"CoreZero" - sorry to hear you're having issues with this. Could you clear your browser's cache and/or try another browser and let us know if you still get the same results? Thanks!

You should be able to check the app's status by taking a look at the Dropbox icon in your menu bar @"karenap" Let us know of any updates!