Walter Dropbox Community Moderator

Thanks for the ticket number @"bfluckiger" I was able to locate it in our system and passed your comments on to the experts who are looking into your case. They'll be getting back to you soon, but please let us know if you have anything else to add in the meantime. 

No worries @"tjmiz" - I've just sent you an email to have a further look so please have a glance at your inbox for my message and we'll take it from there.

Did you move it outside your Dropbox folder by accident perhaps @"ken_804"?

Have you tried repeating the steps at all after rebooting your devices @"jrubenstein1974" ?

Hey @"ken_804" - sorry to hear you're having issues with this. Could you please let us know if the Dropbox desktop app has finished syncing those changes and if you can see them logged in your events page? Is the app 'up to date' in your menu bar or still syncing? Let us know what you find!

Hi there @"Kiki_Stanza" - thanks for using Dropbox and welcome to the Community! Can you walk us through the exact steps you take to do this as this shouldn't be a problem if you created separate shared folders for each of the companies in the first place? Thanks!

Have you also ensured that your computer is a trusted device on your iPhone @"jrubenstein1974"? You can follow these steps that Apple recommends to make sure that your device is trusted by your computer: 1. Plug your device into your computer 2. Your computer will report that your device is locked 3. On your mobile device,…

Hi there @"bfluckiger" - thanks for bringing this to our attention. Since you've already contacted our support team about this, could you share your ticket ID so that we can look it up in our system as well? Thanks!

Hey @"Jalby" - sorry to hear you're having issues with this. Could you please clarify if this is an individual shared file, a shared folder or a team folder perhaps? How exactly are you and your collaborators editing this specific excel file? Is it through the app integration through the website or via the app locally on…

Hey @"jrubenstein1974" - sorry to jump in here, but could you make sure that your iPhone is running the most recent version of the device's OS and the Dropbox mobile app as well? Have you tried signing out from your account through the app's preferences and logging back in since you first noticed this by the way?

Hey @"anotherguywiththesameproblem" - sorry to jump in here, but I just sent you an email to have a further look internally, so please have a look at your inbox and we'll take it from there. 

Hey @"rvenes" - sorry to jump in here, but at this point I'd suggest a clean, advanced reinstall where you'd be able to point your Dropbox folder to your desired drive and select the folders you'd like to be synced on your new computer. Let us know how it goes!

Hi there @"Oliver Thomae" - thanks for using Dropbox and happy Monday! Could you please clarify if you're referring to files you manually upload through the (+) button within the Mobile app or files you've automatically uploaded via the Camera Uploads feature? Have you tried checking the file sizes after you uploaded the…

Hey @"anazacco" - sorry to jump in here, but could you try updating the app's version from this page directly and let us know if this persists? 

Hey @"MA54" - sorry to jump in here, but have you tried the steps Rich provided earlier to reach out to our support team for further assistance? If so, you can share your ticket's ID with us here, so that we can look it up in our system too, if needed. 

Sure thing @"AZI_doum" - you've got Whenever you get the chance, please have a look at your inbox and we'll take it from there.

Thanks for the screenshot and the additional information, Tim. Could you try adjusting your bandwidth settings and/or rebooting your computer and internet router and let us know how it goes? if it's still stuck, we might need to investigate internally. 

Hey @"Clinton3" - sorry to jump in here, but could you ensure that you're logged into the same account on both of your new computers and clarify if you see the option to link another account in the app's preferences?

Hey @"tjmiz" - sorry to jump in here, but could you send us a screenshot of the app's exact status as shown in your menu bar at the moment? If it's still stuck at the exact same number of files, could you try fixing your hardlinks and permissions and let us know how it goes? 

I'm glad to hear it's sorted now and thanks for the updates and your feedback on this too @"effinsyv" & @"Uli_D" - I've passed it on to the team and you can let us know if you have anything else to add.

Antivirus apps or VPN/firewall settings and other services like iCloud, Google Drive, One Drive etc. @"nsawicki" While we're at it, could you try the steps outlined here as well and ensure that Dropbox has full disk access as well?

Do you happen to have any 3rd party apps that might be monitoring your files like security or back and sync programs perhaps @"nsawicki"? Until we get to the bottom of this, you can upload the files you're not seeing on the web manually via a web browser.

Thanks for the additional information @"AZI_doum" - much appreciated. Would it be OK if we sent you an email to have a further look internally at this point? 

Thanks for the screenshots @"nsawicki" - I'll be removing them for security purposes in a bit, but they're really helpful! I noticed that the files you're looking at don't have syncing icons on them. I also noticed that you're running a beta version of the desktop app. Could you update to the latest, stable version from…

Hey @"Jurij Nowickyj" - thanks for using Dropbox and welcome to our Community! When it comes to your concerns now, note that the Dropbox Backup feature is different than the automatic Camera Uploads feature and are not to be confused. That said, the Dropbox desktop app will keep the files you backed up from the external…

I see, thanks for confirming this for me @"Bm22782" Would it be OK if we reached out via email to have a further look internally at this point? 

Thanks for that piece of information too @"rwright" Can you also ensure that the 'online only files on Mac' setting is toggled on in your account's settings and send us a screenshot of the properties of the Dropbox folder and one of the properties of an online-only folder of yours to check their sizes? 

Hey there @"nsawicki" - sorry to hear about your syncing issue. Could you please send us a screenshot of how those files look inside your Dropbox folder and another one of the app's exact status and version as shown in your menu bar/system tray? Did you reboot your computer since you first noticed this by the way and have…

You can try fixing your hard-links and permissions or even un-linking and re-linking your account through the app's preferences at this point @"effinsyv" Let us know of any updates! 

Hey @"__ExampleTest__" - thanks for dropping by our Community and happy Friday. Have you tried searching for those characters on the website and you were not successful? If the files are locally available on any computer you use the Dropbox desktop app on, have you tried doing it from there? I'm not sure if this could…