Nancy Dropbox Community Moderator

Hi @"BrandonCho", thanks for posting here. Can you let me know what’s the app version of your Dropbox app, as well as its current syncing status? I’m sorry to hear you’re still having trouble with this, @"dr_chicken". Is it OK if I log a ticket for you, so that we can check this internally?

Thanks for giving that a try, @"xuser06". Let’s check something else, then; the external drive that you’re having trouble backing up, is it HFS+/APFS/exFAT/FAT32-formatted? Please kindly note that encrypted APFS drives, read-only drives, and CD-ROMs aren’t currently supported, so I’d like us to rule that possibility out.

Welcome aboard the forum, @"La2214"! You should be able to search and locate files based on their file extension/file type via the Dropbox website. For example, if you’re looking for PDF files, you can type “pdf” in the search bar, press Enter, and it should show you the relevant results. Let me know if you need something…

Hi from me as well, Jerry! I was able to locate your support ticket in our system and I’ve left an internal note, so that our team may get back to you as soon as possible. If you need something else, we’re here for you.

Thanks for letting me know about this, @"Kunal"! Whenever you get the chance, please check your email address and reply back to my message. This way, we can investigate this further and see what’s happening.

If there’s no trace of this file anywhere on your Dropbox account, can you also visit your Events page, and let me know if you can see it there as deleted?

Thanks for the screenshot, Edouard! Since early releases are turned off, your Dropbox app should be switched to the stable version now. In case you haven’t done so already, can you please click here, let the app update, and let me know what app version you see now?

Hi again, @"Unstable_rat". I’ve just logged you a ticket, so please reply back to it, when possible, and we’ll investigate this further. Thanks!

Hi again, @"EMS3" and @"Kunal"! I’ve opened two tickets for each one of you; when possible, please reply back to me, and we’ll check this further. Cheers.

Hey @"xuser06"! Sorry for jumping in. Can you try something else as a test? What I’d like you to do is open your Backup page, click on “Manage backups” and “Open Backup settings” and try to select this external drive and back it up. Let me know how this goes and if you see any difference.

Great news @"GV17190" and @"belorecu"! I’m really happy to hear that.

Hey @"Trisk"! You should have now received a new email from us. Please reply to it, and we’ll take a closer look. Thanks.

Hello from me too, @"HAL900O"! If you have an existing Dropbox folder on your J drive, what you can try is to reinstall the Dropbox app on your computer, which should allow you to pick this folder as the new syncing destination, without the need to create a brand new folder instead. For more details on how to do this, you…

Hey @"CClove"! Thanks for posting your question here. After a user has completed the purchase, they should receive an email with instructions on how to access the file and download it. This email should be sent to the email address they used at the time of the purchase. If you have any other questions though or you need…

Thanks for clarifying that, Randy. What’s the current OS version of the device that you’re using? In case you haven’t tried this already, can you please restart your computer and let me know if you see any difference? Finally, if you try to copy one of these files outside of your local Dropbox folder to another location on…

I’m glad to hear that worked, @"MWilcox"! If you need something else, you can always give us a nudge.

Hi @"drluk", and thanks for posting on our forum! As per the first issue that you mention, did you receive any type of error while backing up your folders to Dropbox? Anything at all that could suggest the backup wasn't completed? Also, if you check these folders, do you see any kind of syncing icons next to them? Finally,…

Hi @"misterjackpots", thanks for posting here! Have you perhaps tried to re-connect Dropbox with Logic Pro X? Since the local Dropbox folder was moved after the Mac update, this step may fix the issue. Let me know if this helps.

Hi @"CAMP"! Thanks for posting this here. Just to clarify, did you select your files/folders to be online-only upon setting up the Dropbox app and they were still synced locally? Apart from that, can you please use selective sync to remove any large folders you don’t need to sync on your Dropbox app, resume syncing, and…

Welcome to the forum, @"MarissaW33"! When did you start experiencing this issue exactly? Also, have you tried switching browsers and you keep seeing the exact same thing? Keep me updated, and we’ll take a closer look.

@"belorecu", I checked your ticket and I can see it’s been automatically closed, as our agent messaged you, but they didn’t receive a reply after that point. Are you seeing any option to reply back to them perhaps and open a new ticket?

Hey @"dlsmith2827"! I checked your ticket and I can see your response. The agent who’s handling your case will reply back to you as soon as possible with more updates. Cheers.

Hi @"Bzintel", I hope you’re doing well. At the moment, that’s not possible; you can only create one shared link for the same folder to which you can set an expiration date. However, it’s possible to create different shared links for different folders/files within this folder and set a different expiration date for each…

Hi @"peter d.11", I’m sorry to hear about the situation. If you’re a Plus user, you should be able to chat in from this link. Feel free to also send me the number from any ticket you may have with our support team, and I’ll take a look for you. Besides that, can you clarify when your folders went missing exactly? Was it…

Hi @"anasperincheeri"! Thanks for reporting this. Are you having the exact same issue as described by the previous user? What’s the app version and syncing status of your Dropbox app at the moment?

Hi @"literallysquidink", I’m sorry to hear you’re having the same issue. Are you downloading your files from the Dropbox website or the mobile app? Also, is this happening for multiple video files or for a specific one that you’ve downloaded?

Hey @"robn1"! Sorry for jumping in. If you’re on a Mac device, you can check whether the desktop app’s installed on it by looking at the top part of your screen, where your clock settings are located. There, you should be seeing a small Dropbox icon. Besides that, you can also open your Mac’s Finder and check whether…

Hi @"Kunal" and @"EMS3"; is it OK if we open two tickets for each one of you and investigate this further? 

Hi from me as well, @"MWilcox". If you reinstall the Dropbox app on your computer and get prompted to set it up again, you should be able to select your already established folder before completing the sign-in steps. More specifically, after signing in and before you click on "Open my Dropbox folder", you should see an…

Sono felice di sapere che il problema sembra essere stato risolto! Se hai bisogno di qualcos'altro, non esitare a darmi una spintarella. Buon resto della tua settimana! -------------- I’m glad to hear the issue seems to have been resolved! If you need something else, don’t hesitate to give me a nudge. Have a great rest of…