Hannah Dropbox Community Moderator

谢谢你，@Reimu！ 我把你的评论转发给了那个对话，并提高了你的票的优先级。 我看到你正在与我们的专家联系，所以希望他们能很快为你提供更多信息和解决方案。 ------- Thanks for that, @"Reimu"! I passed your comments along to that conversation and raised the priority of your ticket. I can see that you're in contact with our specialists, so hopefully they'll have more info and a solution for you really…

很抱歉看到您遇到此问题，@Reimu。 如果您联系了我们的支持团队，能否请您提供沟通单号，以便我们查看？ -------- Sorry to see that you're having this issue, @"Reimu". If you reached out to our support team, can you please give us the ticket number for the communication, so we can take a look?

Hey @"matdelahaye", sorry to see that you're also having this issue. Can you let us know what steps you've tried so far? Also, how many files do you currently have in your Dropbox folder? Right-click on it, to check the properties for that info.

Thanks for the update, @"Alfzone". Can we send you an email, so we can take a closer look into this?

Hey Wilson, happy Monday! From what I can see from your screenshot, it looks like you're using 0/2 TB in your account, meaning, the account contains no files at all. Was the folder that contained your photos perhaps a shared folder? Can you see it to add it back to your account from this page? If not, is it possible that…

Hey @"plutogenie", happy Monday! Of course, it's super important to have your sync icons, they're part of the app anyway. I don't think the backup is related to that issue, but can you please follow the steps here, to see if they help?

Hey @"bufordr1", how did you upgrade that account? Was it directly through our website with your debit/credit card? If so, I would suggest using our payment lookup tool, to find the email address associated with the paid subscription. Hopefully, that will shed some light on the situation.

Hey @"AAYu", thanks for reaching out to us. How did you migrate your Dropbox files to your new computer? With the migration assistant? Is the Dropbox app installed on the new computer and what's the sync status, when you hover over your Dropbox icon? Let me know and we'll go from there.

Hey @"rewired2change", thanks for joining us on the Dropbox Community. Have you checked your deleted files page or your events page, to see if you can find the files? Also, make sure to check your shared page, if you cannot find them in the pages above.

Is the email address that this email was sent to, the same as the one you see here?

No problem, Wilson, happy to help! 🙂 Hmm, if it had been years since you used the account, the account would probably be deleted, as inactive accounts get automatically disabled after 12 months. Do you remember being prompted to sign up instead of signing in to your account? Also, do you see any files in the "all files"…

Hmm, that's strange. You mentioned that you could see the photo grid briefly; by "photo grid" are you referring to this page or your "all files" page? A screenshot of the error you're seeing, would also be really helpful, if you could send us one.

Hey @"plutogenie", thanks for reaching out to the Dropbox Community. Before anything, I would actually suggest allowing the application to finish syncing and doing any updates it needs to do. You can confirm this, by hovering over the Dropbox icon in your system tray; does it show that it's "up to date" now? Also, if you…

Hi there, @"Wilson6", thanks for bringing this to our attention. Are you getting the same behavior if you access your account from a different web browser or a private browsing window? Keep me posted.

Thanks for the update, Denise. That's pretty strange, especially since you were able to see the notifications of the successful uploads. Can you please send us a screenshot of your task bar icons?

Happy to hear that, Maarten! If you need anything else, just give us a shout. Have a great day!

Hey @"NMDenise", I hope it's okay for me to jump in as well! Firstly, we need to make sure that the Dropbox icon stays in your task bar permanently, because that's an indication that the Dropbox app works correctly. You mentioned that you see the notifications that the photos are syncing, but you don't see the actual…

Hi there, @"MvanGageldonk", thanks for posting to our Community. Can you please let us know the sync status and version of the Dropbox app on your macOS computer? You can see this, by hovering over the Dropbox icon in your menu bar. Also, can you please check your selective sync settings, in case you've somehow chosen not…

Thanks, @"sewkat" for trying. Can you try a couple more things, to see if they make any difference? * If possible, please try connecting to a different network * Please create a new user profile on your computer, to see if the issue persists there as well Thanks.

Hey @"guthrie", I can see that Megan did send you an email, so can you double-check your email account for an email that would be entitled "Dropbox Community Support - Follow Up"? Make sure you're checking the address associated with your Community profile, which is the one associated with the Dropbox account you're signed…

Hey @"SBNL", if you click on the "full screen" button at the top right corner in the preview, and then on "hide toolbar", you will get the closest thing to a full screen view we have. I will, however, pass your feedback along to our team about this.

Hey @"shrimpgordita", can you please let me know what happens if you close the Dropbox app completely? Does the issue persist when the app is closed?

Thanks for the screenshot, Cassie! When was the last email about your quota sent to you? Also, can you confirm that the email came from one of our official Dropbox domains here?

Hey @"sewkat", these are the steps I found online: * Click the Start button. * Click All Programs > Accessories. * Select Command Prompt. * In the command prompt window, type ipconfig /flushdns. * Press Enter. * You should see a message confirming that the DNS Resolver Cache was successfully flushed

Hey @"hase-shiba", thanks for posting your question today. Just to confirm, was the file request created by the Business Plus trial plan, or from a different account? And are you trying to upload the file in question, while logged in to a Business Plus trial? Let me know and we'll go from there.

Hey @"dgallant", thanks for your post. The only way to download your backups, that's actually supported, would be from the backups page online. I would suggest doing so in batches, so that you don't get the download error you mentioned in your original post. Any other way wouldn't be supported by Dropbox, so there's no way…

Thanks for the additional info, @"rogocomposer". I've passed your feedback about this to our team, we really appreciate these details. Let me know if you need anything else.

Thanks for the additional info and screenshots, @"guthrie". What do you see when you try to perform the same actions on dropbox.com? As for the desktop, if you click on the "view effective access" option, are you able to change these permissions, so there are no X's?

Thanks for that, Martin. Can you also confirm that you've cleared the app's cache and have uninstalled it, restarted the device and then reinstalled it?

Hey @"Raquel7", just to confirm, are you sure that you're using the same email address to login to your account, as you did before?