My DB folder seems offline and it doesn't sync new shared files

Hi Officina MAD, thanks for posting on our forum today!

Just to clarify, are your colleagues unable to see syncing icons next to their files, as well? 

Have you all checked your system tray/menu bar to make sure there’s the small Dropbox icon showing there? 

If there is, what’s its app version and syncing status? 

Let me know, and we'll go from there.

 Hi Nancy, thanks for your reply. Here's mine, in red 

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Nancy wrote:

Hi Officina MAD, thanks for posting on our forum today!

 

Just to clarify, are your colleagues unable to see syncing icons next to their files, as well? exactly, my colleagues can't see the syncing icons as well.

 

Have you all checked your system tray/menu bar to make sure there’s the small Dropbox icon showing there?  I don't see any icon there, my colleague does see it but she reactivated it manually

 

If there is, what’s its app version and syncing status? she can't see any app version nor any syncing status, but it says there is not any syncing problem (nevertheless, most recent files have yesterday date even though she modified  several files today)

 

Let me know, and we'll go from there.

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are your colleagues unable to see syncing icons next to their files, as well?

Thanks for the info! What’s the OS version of the device you’re using? 

Regarding your colleague, can you please tell her to hover over the Dropbox icon? The app version should normally be showing there. 

I’d also like her to click on it after that, and let me know the syncing status showing at the bottom of the pop-up window that will appear.

Finally, did she modify the files you mention directly from her desktop app or Dropbox online?

Dear Nancy, 

In the meantime my colleague solved the problem. As she could see the icon in the menu bar she could logout and re-install the DB app. Now it works for her, but still doesn't work for me. As I can't see the icon, I cannot logout; and as I cannot logout, I cannot uninstall nor re-install the DB app. How can I solve it? thanks

I’m glad to hear your colleague’s Dropbox app seems to be working fine now! 

Depending on the OS you’re using, you can try to relaunch the Dropbox app this way: 

• for macOS, open your Finder > Applications folder, and restart the Dropbox app from there
• for Windows OS, go to your Start menu > Programs, and you should see the Dropbox app there to relaunch it

The Dropbox icon should appear after that.

Let me know if that helps.

Dear Nancy, 

I've already tried  with the Dropbox app but it doesn't work. I can't open it nor louch it, nor uninstall nor logout... what should I do? 

I have windows 10

Hmm, I see. In this case, I’d suggest downloading the latest app version via this link directly. Does that seem to help at all?

As I tried to explain, I've already downloaded the latest version and tried to re-install, but as I cannot logout from the app (cause I can't see the icon in the tool bar) the installation is not possibile. Moreover for the same reason I cannot uninstall the app 😥 is there another way to logout? 

Hey Officina MAD - sorry to jump in here, but do you happen to be running any security software like antivirus, firewall or VPN/proxy settings on the affected computer(s)?

If so, you can try disabling them temporarily, reboot your device and try again.

Let us know how it goes!