Megan Dropbox Community Moderator

Hey @"Poseidon_Simons", I'd be happy to help you with that! As a first step, would you mind clarifying the exact OS version you're using? Also, I'd like to know the Dropbox app's current syncing status, and version. You can find this by hovering your mouse over the little Dropbox icon in your task bar, next to your WiFi.…

Hey @"rarified"​, sorry to hear about that! I was able to locate your existing ticket number in our system. Please rest assured that it has already been escalated and marked as high priority. Our team is currently reviewing your case, and it looks like the agent working on it just replied back a few moments ago. Did you…

Hey @"Albionic Man", let's jump right into this! There's a relevant Help Center article, that explains how this happened, and the steps to resolve it. Can you try what's mentioned there, and let me know if you have any questions? Thanks a bunch!

Hey there, @"Jayson L.", let's see what we can find about this! Keep in mind that for security, and privacy reasons we can't access any third-party links. I've also removed them to avoid further traffic from users that might be visiting our Community. Now onto what you mentioned. As a first step, can you let me know the OS…

Hey @"Idaho", let me also jump in here! Can you send me a screenshot of the message you get when trying to open these files? You should be able to click the camera-like icon when replying back to us, and attach your screenshots there. Also, how many days has this behavior been present?

Hi @"Aernout", let's jump right into this! Would you mind clarifying which version of the Dropbox desktop app you're using? You can find this by hovering your mouse over the little Dropbox icon in your task/menu bar, next to your WiFi. See more about it here. If you could walk me through the steps that you follow in order…

Hey @"longball75", thanks for the speedy reply! No need to publicly write your email address here. It looks like your Community profile is linked to this email address. This is also the address I used in order to locate your existing ticket number, and the one you used to reach out to us. Can you try to contact Dropbox…

Hey @"Crimson Carrot", I'm going to need some account-specific info, in order to look into this. I just sent you an email to have a closer look at your case. Reply back to me, and we'll take it from there. Thanks! 

Hi @"longball75", sorry to hear about that! I did some digging in our system, and I was able to locate a ticket number of yours that ended up in our unmonitored inbox that will not be answered by our support team. However, it looks like one of our agents replied back to your initial request that you made mid June. They…

Hey @"DanieleB92", let's jump right into this! It sounds like you're using file requests, in order to upload content to someone else's Dropbox account, right? If not, feel free to clarify more. Can you send me a few screenshots of this behavior? Ideally a file name before you upload it, and after. Keep me posted, and we'll…

Hey @"portsoft", welcome to our Community! Can you clarify if you or the recipient see the error when trying to access the shared link? Are you able to open the folder in your account without any issues? Also, could you try clearing your browser's cache and see if that helps? If the recipient is the one experiencing this…

Hey @"pier3", welcome to our Community! There has already been an active idea about this request. You can see more info, and upvote it by clicking this link. In order to keep everything in one place, and avoid further confusion for our users, I'm going ahead and moving your thread to our Support. If you need something…

Hi @"count", happy Monday! Did you have the chance to review my reply? Can you share some additional info with me? 

Hey there, @"Crimson Carrot", let's jump right into this! Are you 100% sure that there's no Dropbox account associated with the email address you're trying to use? Could you clear your browser's cache and also try a different browser and let me know if you get the same error? If you do, I'd appreciate a screenshot…

Hi there, @"Lil7", let's jump right into this! When was the last time you saw those files online when visiting your account? Is it possible that you're signed into a different Dropbox account, hence you can't locate your content? One more thing: are you able to locate your Dropbox folder locally on the device but it looks…

Hey @"count", thanks for posting here today! Can you describe your current workflow when managing external users? If you could also walk me through the process you follow when trying to identify external collaborators across folders, that'd be great. I'd love to know the kind of user list that you're envisioning, and the…

Hi there, @"awurster", thanks for posting to our Community! I moved your reply to a separate, new thread since it wasn't relevant to the previous thread's OP. Since you mentioned duplicated files, I was wondering if you could take a look at this suitable feature that helps you find and manage duplicate files in your…

Hey @"asherbono"! Are you sure you're checking the correct Dropbox account? Is it possible that you have another account that you used to upload the file? Also, do you recall how you added the file to your account in the first place? Did you upload it using our website, or desktop app? 

Hey @"asherbono", let me also jump in here! Do you recall when it was the last time you saw the file online? You mentioned that you checked your deleted files page, and your sharing tab but what about your events page? What does it report? Can you send me a screenshot of what you see there? 

Hey @"Triflux"! Awesome news! 😇 If you need anything else, don't hesitate to give us a shout!

Hey @"k3222a", sorry to hear about that! I was able to locate your existing ticket number in our system. Please rest assured that it has already been escalated and marked as high priority. Our team is currently reviewing your case, and you should receive a response as soon as possible. We truly appreciate your patience and…

Hey @"OwenVancouver", let's jump right into this! When did you first notice this behavior? Does this happen with all of your videos on the exact same timeframe? Keep me posted, and we'll take it from there! 

Hey @"WCMHI", thanks for posting here, and sorry to hear you're having issues. I was able to locate your ticket number reference on our system. Also, I've passed your comments to the agent working on your case, and can assure you that they're doing their best to help, and guide you through it. If you need anything else,…

Hey @"Karen E.", just checking in with you! Did you manage to successfully restore the content you were looking for? 

Hi there, @"jack1980", sorry to hear you're having issues with that! In order to investigate further, I went ahead and opened a ticket on my end for you. Reply back to me, and we'll take it from there. Thanks a bunch!

Hey @"mikedohm", thanks for posting here, and welcome to our Community! To help our team better understand what you're looking for, could you tell us a bit more about how you'd like to organize your folders? For example - are you thinking of tags, sorting rules, custom views, or something else entirely? The more details…

Hey @"obsidianspider", thanks for the speedy reply! I'd definitely appreciate it if you had the patience to wait, and provide me with a screenshot when this reoccurs. Also, one more thing to keep in mind: if you see the same message again, try searching for the Dropbox desktop app on your Mac's applications to see if it…

Hi there, @"seanl144" I'd be happy to help! Allow me to clarify a few details, so I can better assist you. When you say "shared Dropbox", are you referring to a shared folder within an individual account, or a Dropbox team? If you're part of a team, are you talking about shared or team folders specifically? You also…

Hey @"obsidianspider", let's see what we can find about this together! As a first step, can you hover your mouse over the little Dropbox icon in your menu bar, next to your WiFi, and clarify which version you're using? What is the app's syncing status when this behavior happens? If you could also send me a few screenshots…

This idea has been delivered! Thank you for your support! 😇