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cbieregel's avatar
cbieregel
Helpful | Level 6
7 years ago
Solved

Just 1 folder not syncing with Files app on iPhone

Hi all... issue here: i have my DB account synced everywhere - mac, PC, iPhone, Ipad. I have one... just 1 single folder I cannot see if I browse my DB account using my Files app on my iPhone. I can ...
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  • cbieregel's avatar
    cbieregel
    7 years ago

    Hi, yes, sure.

    I just contacted tech support @ DB and they told me to (quote):

    1) Clear the cache on your Dropbox app on both your devices.
    To clear your cache, please follow the steps listed below:
    - Navigate to the “Account” tab
    - Tap the gear icon in the upper-left corner of the screen
    - Scroll to the bottom of the screen
    - Select “Clear Cache”
    2) Uninstall the Dropbox App on both of your devices. 
    3) Go to https://www.dropbox.com/account/security and using the "X" on the right side, please remove all devices. 
    4) Restart your devices. 
    5) Download and Install Dropbox
    6) Try to sign into your Dropbox account

     

    Thant fixed the problem :D

     

    Thanks for the help!

cbieregel's avatar
cbieregel
Helpful | Level 6
7 years ago

No probs, you couldn't assume, you had to ask. 

Yes, pls see attached.

 

99,9% of the time I use Dropbox mobile app or iOS Files app. This issue is using only the Files app on iPhone. If I use the web browser (no good reason to do it), it shows the folder. It works in all possibilities but on Files app on iPhone.

 

Thanks!

Fiona's avatar
Fiona
Icon for Dropbox Staff rankDropbox Staff
7 years ago

I can't thank you enough for the screenshots cbieregel.

Please open the Files app on your device and press ‘edit’. Under locations you should see all available locations with Dropbox toggled on. Please switch this off and press 'done' and then back on and press 'done'. Reboot your device and let me know if the folder appears in this iPhone device. 

Looking forward to your response! 

  • cbieregel's avatar
    cbieregel
    Helpful | Level 6
    7 years ago

    Hi Fiona,

    did exactly what you instructed, no result. Attached some new screenshots after the reboot. 

     

    Any more ideas?

    Thanks for your help!

    • Fiona's avatar
      Fiona
      Icon for Dropbox Staff rankDropbox Staff
      7 years ago

      Hmm. :thinking: Very interesting. Thank you so much for the screenshots. 

      Do you have more than one Dropbox accounts maybe? If you do have multiple accounts, can we make sure you are loged in with the same email/Dropbox account on both mobile devices? 

      If this doesn't work I will create a ticket and investigate this further for you. 

      Thank you for checking this for me. 

      • cbieregel's avatar
        cbieregel
        Helpful | Level 6
        7 years ago
        Hi Fiona, no, just 1 single DB account, cbieregel@gmail.com, the same account I'm logged in with in all devices and all apps (i.e. Files app and DB mobile app, iPhone and iPad). If you could proceed with the ticket, that'd be great thanks. Thanks a lot for all your support. All the best, Cristoph

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