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Doug K.17's avatar
Doug K.17
Helpful | Level 5
8 years ago
Solved

See folders on website but not laptop

I havent been on Dropbox for about a year, I consult witha company tht has a Business account. The gentleman I work with at the company created a new folder and shared it with me. I can see it on the...
desktop
sync
Web
  • Lusil's avatar
    Lusil
    8 years ago
    Hey there Doug K.17. 
     
    As per your question concerning selective sync, please note that you can manage your files and folders with this feature via the Dropbox desktop app. And, indeed, Smart Sync does come with the Dropbox Business subscription. For more info on what each plan offers, check out this page. 
     
    As per your concern, I’m going to mention a slight checklist below, bare with me and we’ll take it from there. :upside_down:
     
    First, can you please check if you’re connected to the same Dropbox account that you see on your plan page across all your devices? You can see which email address is linked to your Dropbox desktop app by clicking on the Dropbox icon, selecting the gear icon and navigating to your Account tab in Preferences. 
     
    Furthermore, when you click on the Dropbox icon, what does the status read? If you don’t see the Dropbox icon, please try downloading the latest version of the Dropbox desktop application. 
     
    Finally, could you please see if you have any incompatible characters by running a bad file check?
     
    Thanks in advance!
Lusil's avatar
Lusil
Icon for Dropbox Staff rankDropbox Staff
8 years ago
Hi Doug K.17, that’s not a problem! 
 
When you’ve got any update on the matter, don’t hesitate to get back to me. In the mean time, have a great day ahead!
jgrbic's avatar
jgrbic
New member | Level 2
7 years ago

I have the same problem and don't see any solution posted here! if someone could help that would be great thanks!

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    7 years ago

    Sorry to hear that jgrbic.

    Could you please let me know the following for troubleshooting purposes?

    1. The status of the desktop app on your computer(s). Click below to see more:

    Spoiler

    You can always look at the Dropbox icon in your taskbar (Windows) or menu bar (Mac) and see if it is done syncing. When Dropbox is fully synced then you should see a tick followed by the words “Up to date” on the menu.

    If you do not see this then can you please let me know what the message being displayed reads?

    2. If there are files in your Dropbox that may have problematic file names, by giving our lookup tool a go from the following page directly:

    3. If there might be an incompatible character within your file or folder names:

    Thanks in advance!

    • Filipe N's avatar
      Filipe N
      New member | Level 2
      6 years ago

      Hello

       

      I have the same problem. A friend shared a folder with me that contains 3 subfolders. If I acces dropbox via web I see all 3 subfolders and their content. However, on my local computer I only see 2 of the subfolders.

       

      What I have done to debug the issue:
      - Checked the dropbox status on the dropbox system tray icon. Status: up to date.

      - Confirmed the account I'm accessing via web and laptop are the same. Confirmed.

      - Checked dropbox on my Android phone via an app (ES File Explorer). I can see all 3 subfolders

      - I exited the drop box system tray application and started it again. No success

      - Checked selective sync settingc on my local computer to ensure the folder was included in sync operations. It was. For testing, I disabled one of the folders that synced before and the one that did not sync. Confirmed that the folder that was previously there was removed from my local computer. Then I reenabled them again to sync everytyhing. One of the folders appeared (the one that was previously there in the first place), but not the third folder that never synced with my local computer. No success (it is strange though that the drop box selective sync menu does see all 3 subfolders)

      - I checked the shared folder using the dropbox app on my local computer instead of windows file explorer. However, it only sees the 2 of the 3 subfolders.

      - Attempted to check for bad file names using https://www.dropbox.com/bad_files_check, but the page becomes unresponsive (Chrome, Firefox)

       

      Dropbox version is v96.4.172. Operating system is Windows 10 Pro Build 10.0.18363

       

      Any ideas further ideas what the issue might be?

       

      Thank you,

      Filipe

      • Mark's avatar
        Mark
        Icon for Super User II rankSuper User II
        6 years ago

        Bad files check has been down for awhile now. Instead just make sure the folder names do not have illegal characters in it such as ./,; etc.

        If it does remove them online and it should start to sync

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