Megan Dropbox Community Moderator

Hey @"mckeenge", welcome to our Community! You mentioned that you didn't need to access the files for about 4 years. Within these 4 years, did you access the account itself? I'm asking, because inactive accounts usually close after approximately 1 year of inactivity. Is it possible that you created a brand-new account in…

Hey @"Drajen", would you mind clarifying the exact version of the OS you're using, along with the Dropbox version installed on your device? I'm asking, just to get a clear vision and idea of what we're talking about. Also, what is the file size of the content we're talking about, and how long did it take for the content to…

Hey @"MrsPibbX", I'm here to help! What file type are we talking about? Also, if you use the search-bar on the top right to locate the file, are you able to find it inside your account? Let me know more!

Hey @"dawnmccarrabass", let's jump right into this! You mentioned that some files went missing after an incident that you had. Would you be able to let me know more about this? Did you receive any emails from Dropbox, informing you about a large deletion, in order to follow the steps there, and restore your content?…

Thanks for bringing this to our attention, @"mncraftmod". Can you give us some more info as to why you can't download them? Are you getting any error messages? How large are the files you're trying to download? Any additional details, would be really helpful. Let me know more!

Hey @"zhp3nn", thanks for posting here today! Would you be able to share some of the info my colleagues asked in this thread such as: if you've enabled full disc access to the device, or the OS you're using? While we're at it, I'd also love to know the version of the Dropbox app that you're using, and when did you start…

Hi @"LHolmes20", thanks for the ticket number! I just located, and responded back to your email, I'll be happy to see you there. Cheers!

Hey @"laragsv", I just sent you an email, I'll be happy to see you there!

Hey @"MrsBearshark", would you be able to uninstall, and then re-install the app and give me a heads up once that's done?

Hey there @"SConnon"! When did you first notice this behavior? Would you mind sending me a couple of screenshots, in order for me to have a visual idea too? 

Hi @"reynlord", that was a great catch right there! As for the syncing time: do you see the same thing if you click on your little Dropbox icon, then click the Sync History tab?

Hey Community guys! 🤗 Our Team seems to have resolved the reported issues. If you're still encountering anything similar though, don't hesitate to let us know. Thank you! 🤓

Hey @"YS11", thanks for the heads up! Is it possible that you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains, which could be affecting how the app behaves? If I were you, I'd also try uninstalling, and then re-installing the…

Hi @"reynlord", I'd like for us to try one more thing. I'd like for you to temporarily quit the desktop app, and then try to open these files. Do they preview without an issue? Also, how is the app's syncing status after this? 

Hi @"Mikecos", thanks for the speedy reply and heads up! Does the system meet the minimum requirements for the Outlook integration according to this page? Also, are there any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?

I think I have a hunch as to what might be happening, @"blakeantes"! To confirm, and then explain what might be the cause here, would you mind checking your sharing tab, to see if any of your previous Team folders are there, and have been removed? You might see the ability to add them to your Dropbox account, if you have…

Hey @"immerge consul jinks tribade", you should be able to have a "Do not ask again" prompt box specifically for the device you've plugged in. Isn't that the case? If you click on Manage Backups, do you have any active backups at the moment? As for the .dropbox.device file: if you're plugging in an external drive to your…

Hey @"Lorraine66", you should be able able to locate your content locally on your PC, in their original paths. And on your iPhone/iPad, the files should be visible when visiting your Backup page. As for the Backup feature, you can disable it using these steps. Can you give it a go? 

Hi @"lcpang", would you mind clarifying the Dropbox version you're using on your device? You can find this by hovering your mouse over the little Dropbox icon, on your task bar, next to your WiFi. 

Hey @"Mikecos", welcome to our Community! Would you be able to walk me through the exact steps you follow, when trying to attach a Dropbox-related file on either Outlook or Gmail? Do you use our Dropbox for Gmail add-on? In the meantime, can you download the files you'd like to attach in your email from our website locally…

Hey @"lcpang", have you tried turning the option to save your screenshots off and back on again through the app's preferences to see if that helps improve matters at all? Also, it might sound trivial, but have you re-started your device at all? 

Thank you so much for the ticket number @"dpkansagra"! I can see that Poppy, the specialized agent is working on helping as much as possible. Keep an eye out on the email for any updates. I've also added my comments there. Hopefully you'll get to the bottom of this. Thank you!

Hey @"blakeantes", let's jump right into this! Is it possible that in the process of upgrading/downgrading; you created two different Dropbox accounts, by any chance? If you check your events page, what do you see there? The Events page at www.dropbox.com/events gives you an overview of all activity in your account…

Hey @"immerge consul jinks tribade", thanks for posting here! In regards to your external drive, would you be able to elaborate a bit more, as to what you're experiencing please? Do you wish to be able to plug-in your external drive, without them being affected, or shown in Dropbox? Let me know more, and we'll take it from…

Hey @"knnnn"! Could you check this article and let me know if it helped? You can always share it with the rest of the users and signers. If this doesn't work, then would it be OK if I reach out via email to have a further look internally at this point?

Hey @"asiegel", happy to see that your issue is now resolved! If you need anything else, you know where to find us. Thank you! 😎

Hey @"Luzzitelli", let's jump right into this! You mentioned that you firstly deleted the folder, and then launched a new Backup on your end. Do you mean that you disabled, and then re-enabled our Backup, or did you follow some other steps? At the moment, would you mind clarifying if you're able to see the laptop's Backup…

Hey there, @"Terry P.", let's jump right into this! One clarification: do you use the camera uploads on your iPhone, and the Dropbox mobile app there, or do you connect your mobile using a cable to your Windows device and try to use the desktop app camera uploads? I'm asking, because it sounds like you're checking your…

Hi @"reynlord", yeah definitely. It's not the most convenient thing. Do you get any specific errors when trying to open a file? Because you mentioned that they won't open. If you could also attach some step-by-step screenshots of this, that'd be amazing, in order for us to have a visual too. 

Hi @"reynlord", if you change an online-only file to available offline, do you notice any difference in the syncing icons of the file, by any chance?