Megan Dropbox Community Moderator

Hi @"ZACKMASKELL", welcome to our Community! In order for me to further investigate, I'll need to get and analyze the full error log that corresponds to the error message pop-up you're getting. You can obtain the full text of the error by clicking on the blue link within the error message pop-up. This will open a file with…

Hi @"ChrisB4", welcome to our Community! Is your desktop app up-to-date and running as it should? You can check its syncing status, and let me know. Keep me posted, and we'll take it from there. 

Hi @"SPZero", welcome to our Community! Do you still face the same issue? If so, have you tried to re-start your device? It might sound trivial, but can be helpful. Feel free to send me a screenshot of what you see on your end, so I can have visual too. Let me know more!

Hi @"Elmo22", how are you today? Can you walk me through the steps you take, when trying to upgrade? Also, feel free to send me a screenshot of the error message you get. Keep me posted, and we'll take it from there. 

Hi @"Smoo", gotcha! I was able to locate your ticket number in our system, and I can see that you're waiting for a response from one of our agents. If you have any more additional info, feel free to let the Support agent know, and keep us updated here too. Thank you!

Hi @"bahartug", let's look into this! It sounds like you have enabled our Computer Backup at some point, and time. If you check your Backup page online, what do you see there? Also, just to make sure we're on the same page, are you now able to see the Documents, Desktop and Downloads paths at their original places on your…

Hi @"Elli732", welcome to our Community! If you access your account's deleted files page online, are you able to see the content there? What about your events page? What do you see there? Keep me posted!

Hi @"Takashi Sekiguchi", I hope you're doing well! Without access to the email address, I am afraid that there's not much you can do. It wouldn't be possible to read this code, therefore access the account. Is it not feasible to recreate the email address and attempt to login again? Let me know more!

Hi @"danchitnis", welcome to our Community! Odd behavior indeed. I would like for you to hover your mouse over your Dropbox icon, next to your WiFi, and let me know what the status and version of the app is. Let's check if you're using the stable, or beta version of our app. If you notice the same thing happening, can you…

Hi @"keanaflanders", let's jump right into this! It's not entirely clear to me which platform you're using when this happens. Are you on the desktop app, or website when trying to do this? Also, could you send me a couple of screenshots of what you described above, in order for me to have visual? Keep me posted, and we'll…

Hi @"Jeff047", can you also try to download the app using the offline installer? The app shouldn't take that long to download, it should be instant, depending on your connection. If you visit your account online, are you able to see your content there? Also, if you never had the desktop app, then the files couldn't be…

Hi @"Henry2016", thanks for the info! Could you ensure that there is no security software that is blocking the connections and that you have whitelisted all of the Dropbox domains within any security software or hardware you have? Please ensure that these steps were followed for the configuration of your firewall and…

Hey @"BeyondP", happy Tuesday! I just sent you an email, and I'd be happy to see how I can help on my end. Reply back to me, and we'll take it from there. Thanks a bunch! 

Hi @"rgnx91", you got it right. On Dropbox for macOS, the syncing icons have slightly changed from what you may be used to. Files and folders can be in various sync states, for example: “Available offline” A solid green circle with a white checkmark means your file or folder is synced and available offline. You will see…

Hey @"kimsel", are you searching for a specific file when this happens, or does the search function fail for all of your files? Feel free to include some screenshots of the issue on your next response. 

Hi @"schroederphoto", thanks for the info! Could you wait until your app is up to date, then uninstall, and re-install it? Let me know if this changes this behavior you're facing with your Vault. 

Hi @"Emanuel O.", you can use Google Docs, Sheets, and Slides created on dropbox.com, however you can't move them to your Dropbox account from Google. You can find out more about this here.

Hey @"DUDLEYKCET", sorry to hear about that! Did you use our app, in order to copy the content from the Dropbox folder, to your external drive? It sounds like the content might have been available online-only, which means that the only thing copied, was the files' placeholders. Could this be the case? Keep me posted!

Hi @"Jeff047", sorry to jump in here! Did you ever manage to download our desktop app? Also, when you say that the files don't get updated, do you mean locally on the device? Also, if I understand your needs correctly, you want to be able to see your Dropbox content both on your phone, and on your computer, and see the…

Hey @"yourekillingme", sorry to hear you're having issues with this. Could you tell me more in regards to the error message you mentioned? If you have any screenshots to attach back to me, they're more than welcome. Also, which version of the app do you have installed on your device? Keep me posted!

Hey there, @"karlpov", let's jump right into this! If you visit your account online, are you able to see your content there? Also, can you let me know the app's syncing status, and the version that you're using on the computer, so we can identify if the app is up to date? Keep me posted, and we'll take it from there. 

Hi @"Billiejeane", I'd be happy to answer this one for you! Time Machine can indeed affect your Dropbox files, however there's a possible way to avoid that. You'd need to make sure the app isn't syncing at the time you use Time Machine. Therefore, signing out of the app is a good idea, since your online files in the cloud…

Hi @"melissa10", I hope you're doing well! From what I understand, you joined a Business team with your personal account, and now you want to get out of it, right? You'd need to ask the Team's admin to remove you from the team, and convert your account back into an individual one. Here is how they can do this. If you have…

Hey @"1593531", unfortunately there's no other workaround, other than what was mentioned. However, I am going to keep this discussion open, and if anyone else has any other ideas, or know any third-party app that can achieve what you mentioned, they're more than welcome to share. 

Hey @"Smoo", how are you today? When you say a "broken link" can you let me know more? You also mentioned that you've contacted our Support team. Would you be able to send me your ticket number reference, so I can locate it on our system? Which method do you use when trying to scan your files? Can you walk me through the…

 Hey there, @"1593531", I'd be happy to help! Have you taken a look at the viewer info feature to see if it works for what you had in mind? Also, can you clarify how exactly you're sharing the file? Do you use a shared link, shared folder or a different method? Keep in mind, that any shared file that currently is saved in…

Hi @"KathrynG", I'd be happy to help! Assuming you've enabled Computer backup on a device, that means that the Documents, Desktop, Downloads on this device, would sync to your Dropbox account online, and then to any other updated computer that's using our desktop app. You mentioned that you see a "restore' option. Where do…

Hi @"felirat", I hope you're doing well! Out of curiosity, have you also tried a different browser to request an email verification? If not, can you try that, and also try a private tab on your browser? Keep me posted on the results! 

Hi @"Tastoke2", how are you today? Have you used our self-serve look-up tool, in order to locate where the charge might be coming from? Looking forward to hearing back from you.

Hi @"John Smth", I'd be more than happy to help! Are you on a Basic plan? If so, would it be possible that you have more than 3 devices linked to your Dropbox account and that's why you're having trouble logging in to this one? Feel free to also send me some screenshots of the behavior you mentioned. Let me know more!