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Forum Discussion

Terry P.'s avatar
Terry P.
Collaborator | Level 10
2 months ago

I'm getting a message about my files being online-only when they're all available offline. Why?

Device Windows desktop PC Operating System/Browser (if using the web) Windows 10 Dropbox App Version (if using the app) 235.4.5905 Dropbox Plan Plus Plus Question or Issue Why am I getting t...
Delete
desktop
windows
Terry P.'s avatar
Terry P.
Collaborator | Level 10
2 months ago

Please pass to one of your technical team. I think my original question was surely clear enough, especially as I've raised similar questions before over the last decade or two.

Summarising the key points again:
1. I'm a regular user of Dropbox on a Windows PC desktop and iPhone. So it would be helpful if a similar member of the Dropbox Support team - there must surely be many? - could deal with my queries. Wouldn't that be more productive for both Dropbox and the user?

2. All of my files are designated off-line. My expectation is that, in return for your significant annual charge,. I should always therefore be able to open a folder or file that has not changed (for say at least a matter of hours). Please tell me if that is a misunderstanding on my part, and advise what I should expect. And if it is different for PC versus iPhone, please explain in what way(s).

3. Occasionally - such as the example that prompted my initial query a week ago - I get messages that imply that offline status is not recognised, or even been switched explicitly to online. Other more frequent but related examples report that the file is queued,  (or in a folder that is). Or that has too many files (when it clearly has only one or two), etc. Or - and this is the most frequent frustration - will not open promptly.
 

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 months ago

    As a matter of fact, I gave this a go on my own device too but I'm not getting the same results as you, hence my questions Terry P. Since we don't have account visibility on the Community, we always need to clarify the issue to make sure we're on the same page.

    When it comes to your 2nd point, can you please forward me a screenshot of the sync icons on the files of a sample folder showing this behavior?

    Alternatively, I'd be happy to open a ticket for you if you'd like us to investigate this further internally.

    Keep me posted anyhow! 

    • Terry P.'s avatar
      Terry P.
      Collaborator | Level 10
      2 months ago

      Yes please open a ticket. On the next occasion(s) I get any of the behaviour I described I'll report details, from either PC or iPhone.

      Arfe these not common issues with other users? Your reply tends to imply not.

      • Walter's avatar
        Walter
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        2 months ago

        If they were common, we'd have more reports about this in the Community Terry P. 

        In any case, I've just sent you an email to have a better look into this, so please take a glance at your inbox and we'll take it from there. 

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