Hannah Dropbox Community Moderator

Hey @"aliwihbi", thanks for reaching out to us. The brown box on the files is a OneDrive icon, not a Dropbox one. But if I understood correctly, when you disabled OneDrive, the issue with the brown box persisted? Which Dropbox version are you using and what's the sync status of the app? You can hover over the Dropbox icon…

Hey @"CKKJA", so if I understand correctly, you're in a different app when you follow the steps to attach files, right? Have you tried exporting them from within the Dropbox app to that other app instead? If that doesn't work either, try to clear the cache for both apps, to see if that helps.

Thanks for checking, @"tigerdg"! Can you also let me know the sync status and version of the desktop app? You can see that by hovering your mouse over the Dropbox icon in your system tray. And, if you sign in to your account on a different browser, are you still seeing the same behavior?

It sounds like something happened with the syncing process when you left on that trip. What do you see in your events page? Any events after that date?

Hey @"samirothmanxo", sorry to see about your files missing. Do you see anything in your events page here? When you signed in, did it simply allow you to sign in, or were you prompted to create a new password/account under that email address?

Hi there, @"tigerdg", thanks for bringing this to our attention. Regarding your desktop, can you first make sure that the Dropbox desktop application is running? Also, are you signed in to the same account on both dropbox.com and the desktop app? Let me know and we'll go from there.

Hey @"joshuaelectric", do you have the small Dropbox icon in your menu bar, by your WiFi icon? And if so, what happens when you click on it?

You mentioned that your files were syncing perfectly; if they were syncing, you'd be able to find them online or at least in your version history, can you check there and let me know what you find?

Thanks for the screenshot, @"Bdavi"! If the users that are not using the Dropbox app, check their system tray (even the hidden icons), do they see a small Dropbox icon?

Thanks for checking, @"Mirasol". This could mean that the changes you made to your files after May, never synced to your account for some reason. It could be a connection issue, or something else, but this isn't caused by the update; it sounds like the update just jump-started the app and made it sync with your account…

Thanks for checking guys. @"weirdkid47" can you let me know when you first noticed this behavior? Also, which browser releases/versions are you using? Are you getting the same behavior on Incognito/private browsing windows as well?

Hey @"Bdavi", thanks for reaching out to us. Would you mind sending us a screenshot of one of those pop-ups? Does the Dropbox app work/sync as normal on the one user's profile? Let me know.

I see, thanks for the update, @"mander". Can you turn off the early releases option here and then reinstall the app, to see if that helps?

Hey @"Mirasol", thanks for the additional info and sorry to hear that. What is your exact OS version? If you haven't already, we recommend updating your Mac to macOS 13.3 to help with this issue. The cloud icon with the exclamation point inside it means that your file or folder can’t update or sync. If you take a look at…

Thanks for the additional info here, @"grossdpg". I completely understand where you're coming from and we appreciate your feedback. Should you want to continue investigating this issue, though, just out of curiosity, can you check if disabling Overleaf makes any difference?

Sorry to hear that, @"mander". What have you tried, as far as troubleshooting goes?

Hey anonymous, sorry to see that you're having this issue. I can see that our team is currently working on your case, so make sure to keep an eye on the email communication for any updates.

Hey @"Mohamed ali", if you login to your account on dropbox.com, do you see your files?

Hey @"drdavelv", thanks for the nudge here. To see if you have installed the Dropbox desktop app, look for a small Dropbox icon in your system tray, at the bottom right of your screen, by your clock. What I get installed is a 2 GB starter version for new users! What you're seeing here, means that you've signed in to the…

Hey @"weirdkid47", thanks for the screenshots. I just tried this on my end as well and it did work. Can you please clear your browser's cache and try again? Let me know what you see.

Thanks for checking, Sarah. Would you mind checking one more thing? Do you see any events related to those files in your events page or your deleted files page?

Hey @"NeolaMace", sorry to hear that you're in this situation. I would actually suggest reaching out to our support team directly about this. To do that, open a private browsing/incognito window and go to this page. In the "I want to look up information related to" box, choose "other" and type in an email address you can…

Hi again, @"FP-MKD". There are several things that could be causing this issue for you, not necessarily a bug. Please open the thread we're chatting on and you'll see other replies from other users and some troubleshooting steps from our team, which might be helpful to you.

Hey @"Big Maho", that's exactly what Walter means; can you move one of those files to a location that's higher in your folder hierarchy, for example your main/root Dropbox folder or another top-level folder and let us know if you can open it then?

Hey @"FP-MKD", sorry to see that you're having this issue. I moved your posts to a similar thread in English. Can you take a look at the info and try the troubleshooting steps provided, to see if they help?

Hi there, @"knoble14", thanks for bringing this to our attention. What kind of documents are you editing and how are you editing them? If you're using the Dropbox website, try from a different browser or a private browsing window and let us know how it goes. Thanks.

Hey @"BillGr" and @"dealersubmit", you might want to take a look at this idea for further info on this. I hope this helps.

Hi there, @"KS111", sorry to see that your files are missing. Was this folder a shared folder or a non-shared one? Do you see any events about this folder in your events page? Let me know what you find.

Hey everyone, thanks for alerting us to this. Our team is aware of this issue and are currently working on a fix. As a temporary workaround, you can star a photo as a favorite, which should resolve the issue for you. Make sure to keep an eye on this thread for any updates. Thanks.

Hey @"leolaurettimusic", would you mind sending us a screenshot of the right-click options you see?