Nancy Dropbox Community Moderator

I was able to go through the tickets you provided above in the meantime, to see if there’s something we didn’t check so far. You mention the app version is 190.4.6383. Is it the same version your member is seeing on their desktop app at the moment, as well? I'd like to make sure they're not running the beta version instead.

Hi again, @"RobinVideo"! If you open the email address that's linked to your Dropbox account now, can you see my email and reply back? I've sent you a new one, just in case. If you can't see it in your email's inbox, please check your spam folder, too.

Hi @"PRQ"! To recretate the Dropbox shortcut in your taskbar, please click on the small Dropbox icon in your system tray, go to your initials/profile picture > Preferences > Account tab. When you're at the Account tab, press alt + h on your keyboard, and click the "Create desktop shortcut" button. Do you see the shortcut…

Thanks for posting your question here, @"paul1755"! You can definitely do that. When downloading files/folders via your Dropbox web account (which has the 250GB download limit), you can select the destination folder to be your external hard drive. The files you’ll download in bulk will be exported as a .zip file, which you…

Thanks for testing that, Jacob! If your ISP doesn’t see any issue on their end, please let me know here, and I’ll be glad to investigate this further.

Hi @"vdo333"! I’ve merged your message here, as you seem to be seeing the same icon that’s mentioned in the OP. Please check the solution provided above, and for anything else, I’ll be right here.

Thanks for the clarification, @"ar1zona1"! At the moment, the Dropbox website has an upload limit of 50GB. If you wish to back up your external drive, without affecting your local hard drive space, may I suggest our external drive backup feature instead? Please take a look, and let me know if this is what you’d like to…

Thanks for the extra info, Jacob! Appreciate it. From what you’ve mentioned so far, it sounds like the issue lies with the new router. Is this only happening when trying to download large files? What if you try to download a couple more files that are smaller in size? I’d like to make sure this doesn’t happen at random. If…

Hi @"gc_777", as the next step, I’d like you to follow these steps, which will force the shared link contents to download from your browser. Does that seem to help? If not, is there any chance the owner of the shared link can disable it, and send you a new one instead? I’d like to see if that’ll fix the issue.

Hi from me too, @"Kulakat1"! You can do this with the same steps Hannah linked above. If you want to move this folder to your root Dropbox folder, then upon selecting the end location, please click on "Dropbox". In case you're having any trouble along the way, feel free to send me a screenshot of what you see.

Thanks for posting about this on the Community, @"ar1zona1"! Can you clarify what’s the total size of files you’re uploading at once via the Dropbox website? As for your desktop app, have you set the default for new files/folders to be online-only (via your app preferences)? I’d like to make sure that, after uploading to…

Hi from me as well, Sergio! If the shared link doesn’t work via an incognito window, and you try to create the link again from scratch, are you able to do so, or are you getting any error messages? I’m asking, because if your account’s sharing has been banned indeed, you won’t be able to create new shared links either.

Hey Brad! The way this can be done through the Android mobile app is by opening the file from within Dropbox and editing it there, in which case the edits are saved back. Can you clarify how exactly the file is being opened when you say through an offline folder?

Thanks for these screenshots! Do you happen to have any antivirus/firewall/VPN activated on your computer? If yes, I’d like you to disable it for a little bit, and test this again. Is the Dropbox folder opening normally now?

Hi @"Jon B.1"! I hope it’s OK if I jump in here. It sounds like that’s the case, indeed; for some reason, Dropbox still “sees” the old folder, when the new one is generated, which creates this conflict. If you could send us a couple of screenshots of what appears on your Events page, that’d be really helpful. Let me know…

Hi @"Jacob Potter"! Hope you’re doing well. You mention that this is happening when trying to download files via links; am I right to presume these are shared links? If yes, what are you seeing exactly? Can you send me a screenshot? Also, if you have files stored on your Dropbox account, can you try to download a couple of…

Perfect! Now, I can see that the default option for new files/folders is to sync as online-only, so your settings seem alright. The “ZZ - TEST” folder you sent me, is it absent from your desktop app, or only from the apps of other members? If you can’t see it either, I’d like you to open your selective sync preferences (as…

Okay, in this case, we can log a ticket for you, and send it over to this email address. Let me know if that’s alright.

Hi @"Yve360"! Hope you’re doing great. Have you already tried the previous suggestions to clear your browser’s cache and/or check this via a different one, and it didn’t work? Are you having this issue for the same job listing?

Alright, let’s try something else then. If possible, I want you to log into your Dropbox account via a web browser on your computer, and follow these steps to delete the folder on your end. Does that seem to help?

Thanks for the extra info, @"dhannah"! * I’d like you to right click on both your Dropbox folders, go to Properties, and send me a screenshot of the next window you’ll see on your screen. * If the Dropbox app isn’t running, but the same issue persists, then there may be something else going on. Can you please try to open a…

Sorry for jumping in, @"Grover". I had a look into our system, and was able to locate your support ticket. I’ve left an internal note to our team, so that they may check your reply as soon as possible.

To answer your first question, yes, that is possible. You can keep your local Dropbox folder with your internal drive’s files on it, while also backing up your external hard drive to the Dropbox cloud. Regarding the message you keep getting, can you pause the Dropbox app’s syncing and move the files of your external hard…

That shouldn’t affect the files/folders you’ve stored on your Dropbox account, indeed. The folders in question, are they shared with another user perhaps, or are they personal folders? If you go back to your Events page again, and scroll down before the 13th of January, are you seeing something more?

Thanks for that! I can see there’s two options missing indeed; the option to move and to delete your folder. However, since there’s a bar at the bottom of your screen, does it allow you to navigate towards the left or right of your screen? If yes, can you see the option to delete your folder? If not, can you clarify if…

@"REL_IT", are you having the same issue if you create a new folder directly via the Dropbox website (not your app), and then generate a view-only shared link for it?

Thanks for reporting this here, @"dhannah"! Let’s have a look. First off, I’d like to check how many files are syncing locally within your Dropbox folder. From your post, I get that your personal and Business Dropbox accounts are paired. Are you having this issue with both Dropbox folders or just with one? Besides that,…

Hi @"Sophf"! Hope you don’t mind me jump in. Since you’re on a Mac device, the Dropbox icon will appear at the top right corner of your computer (where your clock settings are showing). To see the app version of your Dropbox app, please hover over that Dropbox icon at the top. Other than that, since you previously…

In this case, since your data is already on an external drive, you can use our external drive backup feature instead, without the need to re-upload everything to the local Dropbox folder. This feature will basically back up your content to the Dropbox website/cloud, without storing anything in your local Dropbox folder, or…

Hi @"ken1501", hope you’re doing well. Just like Megan mentioned above, Dropbox has a general no-refund policy. However, since this is a billing matter and we can’t see account info on a public forum, I can open a ticket for you, and further help. Otherwise, if you’ve already tried to reach our support team, please send me…