Forum Discussion

nathan s.2's avatar
nathan s.2
New member | Level 1
11 years ago

conflicting copies and deleted files still appearing

For weeks now we have been seeing the same users getting conflicting copies in there group dropbox folders. These users won't ever open these specific files therefore don't understand why the same fi...
desktop
sync
Jane's avatar
Jane
Icon for Dropbox Staff rankDropbox Staff
9 years ago

Hey andrew_s, 

 
Thanks for the swift reply, much appreciated! 
 
I’d be more than glad to investigate more through our support channel, so that we work on an example file together and locate the potential causes, since you mention that this is device-specific. There, I could add more members of the team to have a look into that, as well. 
 
Please write in to support, mentioning some example filenames and let me know in your reply once you have done so, just to locate your ticket. 
 
Will be awaiting your reply!
 
Warm regards, 
JaneA
andrew_s's avatar
andrew_s
Explorer | Level 4
9 years ago

JaneA

 

Please see ticket #5937195

 

Incidentally one does not get on-screen confirmation when a ticket is accepted, the user is just redirected to the general help pages. So I ended up raising three trouble tickets before email confirmations started to arrive!

 

 

  • Jane's avatar
    Jane
    Icon for Dropbox Staff rankDropbox Staff
    9 years ago
    Hey andrew_s, 
     
    Thanks for the ticket ID, much appreciated!
     
    I 've made sure that our discussion here has been transferred on our Support channel and the case has been sent for further review to a specialist, who will better advise on how to have this resolved. 
      

    Again, your cooperation means a lot to me, I was to glad to work on that with you. 

     

    If further help is required, just let me know here. 

     

    Kind regards, 
    JaneA
    • csharon's avatar
      csharon
      New member | Level 2
      9 years ago

      We are actually having this issue as well. It varies with Excel and adobe products whether is be photoshop or indesign. The users don't even have to be logged on or working on the folder and conflicting copies will appear. They are all working in seperate folders, all windows 10, and it seems to happen when the machines are syncing when the users first log in for the morning.

       

      We have our machines set to never turn off, never sleep, and users may log out at best.

       

      Hopefully support has some more information why this is happening. Apparently the users here just dealt with it until it got worse over time.

      • Jane's avatar
        Jane
        Icon for Dropbox Staff rankDropbox Staff
        9 years ago

        Hey csharon, 

         

        Welcome to the Dropbox Community, thanks for reaching out here about this issue.  

         

        I can see that you have already submitted a ticket on this issue and my colleague has reached back out to you requesting more information. At your convenience, could you please check your email inbox for their reply and let me know here if you're unable to locate it? Please include any details regarding the case there and we'll be gladto follow-up with you and determine the issue. 
         
        Hope this gets resolved soon!
         
        Warm regards, 
        JaneA
    • andrew_s's avatar
      andrew_s
      Explorer | Level 4
      9 years ago

      Jane Thanks. I have reopened the trouble ticket as the response did not really address the issue. csharon's post and my further comment online might help pin down what is happening.

      • Jane's avatar
        Jane
        Icon for Dropbox Staff rankDropbox Staff
        9 years ago

        Hey andrew_s, 

        Thanks for keeping me updated! 

        Got you on that, I 've made sure to prioritize your request, since we've been troubleshooting together for some time. I can see this has been sent over to our team specialists for further review and you will hear back from them on your open support request soon. 

        Hope this is helpful for you, again I truly appreciate your ongoing patience and cooperation on the matter. 

        Warm regards, 
        JaneA

About Create, upload, and share

Find help to solve issues with creating, uploading, and sharing files and folders in Dropbox. Get support and advice from the Dropbox Community.

The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!