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Forum Discussion

Mmmooo's avatar
Mmmooo
Helpful | Level 6
5 years ago
Solved

Search not working

Dropbox search can’t find anything. The files, however, are there. How can I make Dropbox find them or reindex them???
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  • Mmmooo's avatar
    Mmmooo
    5 years ago
    Solved. Miraculously the search tool is finding files again after going on an unexplained weeks-long holiday.

    If anyone else experiences this problem, try waiting it out. 🤷‍♂️
Walter's avatar
Walter
Icon for Dropbox Community Moderator rankDropbox Community Moderator
4 years ago

Thanks for the ticket ID mpintomali 

 

I looked  it up in our system and passed your comments  on to the expert who's handling your case.

 

You should be hearing from them soon, but please   let us know if you have anything else to add in the meantime. 

mpintomali's avatar
mpintomali
Helpful | Level 6
4 years ago

Hi Walter,

 

Thank you so much. 

 

It's still not working and it's a frustrating situation, since it's now Tuesday afternoon.  Sometimes the search results give a bizarre set of documents (just a few results and only from recent dates), but mostly it's "no results found" over and over again.  So the problem persists.  John the specialist wrote back but very briefly.  This is what he said:

"I just wanted to update you and let you know our engineers are still working on this. I'll get back to you as soon as I have more information."

 

You can see the ticket for his full message, but that's the essence of it. 

 

I hope you can reach out to the engineers and please convey to them how disruptive this is.  I cannot do my work properly without this search function.

Your help is greatly appreciated.

 

Sincerely,

Michelle  

 

Walter 

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    4 years ago

    Hey mpintomali, thanks for the update!

     

    Also, I appreciate your patience on this. I understand this isn't ideal, however please bear with our Support, as they try their best to work on this. 

     

    I can reassure you that your issue is being looked at. 

    • mpintomali's avatar
      mpintomali
      Helpful | Level 6
      4 years ago

      Hi Megan,

       

      I truly appreciate your reply, because I've been feeling very much like Dropbox does not care about its customers.  I have been a loyal customer and great advocate of Dropbox for years, and have never had an issue.  But now that I have an issue, which is due to no fault of my own, I am quite dismayed to see how dismissively I've been handled by the chat and specialist staff.  If I hadn't posted on these boards (as a last resort), then I never would have known that nice people like Walter and yourself perhaps actually do care.  I will trust that the team is working on it and hope to hear from you soon.  Please impress upon them that I am a real person who's waiting for their solution.  Thank you.

       

      Best wishes,

      Michelle

       

      Walter 

      Megan 

      • mpintomali's avatar
        mpintomali
        Helpful | Level 6
        4 years ago

        Walter 

        Megan 

         

        Hi Walter and Megan,

         

        I'm writing because it's Wed. morning and the problem has still not been resolved (since Sunday).  Please can you contact the engineering team.  Thank you.

         

        Sincerely,

        Michelle

  • mpintomali's avatar
    mpintomali
    Helpful | Level 6
    4 years ago

    Megan 

    Walter 

     

    Hi Megan,

     

    Please can you check with the engineering team. I feel utterly left in the lurch by Dropbox, and neither you nor Walter has followed up on this, nor have the employees Donald and John.  Thank you very much.  It's been four full days.

     

    Sincerely,

    Michelle

    • Nancy's avatar
      Nancy
      Icon for Dropbox Community Moderator rankDropbox Community Moderator
      4 years ago

      Hi Michelle, sorry for jumping in here. 

       

      I’ve also traced your ticket in our system, and I’ve left an internal note with our comments for our advanced team. 

       

      Our team is already looking into your case, so please rest assured they’ll get back to you as soon as they have more updates on this. 

       

      Thanks for your patience!

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