Files no longer available through Desktop App

App Version: 159.4.5870

I'm not sure how to get a hold of someone at DropBox. This problem is persistent and I can't complete my tasks for work. Can someone assist me directly instead of this forum? 

Hey smoravarsi, how are you today?

You can access our support options through this page. Depending on your plan, you can get support via email, chat, or phone.

If you do wish to continue here, though, could you please send us a screenshot of the sync status as it appears on the Dropbox icon in your system tray?

And can you also confirm if you can see edits you make to your files locally, sync to your account online and vice versa?

Screenshots attached. It appears that DropBox drops offline and then the files are no longer synced. I can see the files, but cannot access them at all - I get an error message. This has been a persistent issue for over a week now. 

It doesn't seem like you have any syncing icons in your Dropbox folder, possibly due to the other cloud app you have running at the same time (visible in your system tray). Could you try temporarily quitting that app to see if this helps view the icons?

Have you tried marking your files as available offline, if they are showing as online only? How many files do you have on your Dropbox account in general?

Lastly, the filepath you showed in the last image was very long. Is it greater than 260 characters in total? If so, this could affect Windows since there is a limit in the OS on the length of the full file and folder path to a specific file.

It doesn't seem like you have any syncing icons in your Dropbox folder, possibly due to the other cloud app you have running at the same time (visible in your system tray). Could you try temporarily quitting that app to see if this helps view the icons?

-I have never made any changes to my other cloud apps. Are you saying that I can't have 2 or more cloud systems running? I've never encountered this issue before. I did notice all of this changed when Windows did an automatic update to my computer. 

Have you tried marking your files as available offline, if they are showing as online only? How many files do you have on your Dropbox account in general?

-It is not an option (drop down menu) to make the files available offline. Also, there are 2.5T of information, I cannot download all of these files to make available for me to work offline. This is a Work Dropbox and there are over 15 users constantly using this system. 

Lastly, the filepath you showed in the last image was very long. Is it greater than 260 characters in total? If so, this could affect Windows since there is a limit in the OS on the length of the full file and folder path to a specific file.

-Filepath length has never been an issue for myself or other users. I am trying to access the same files that I have been since using DropBox service for over a year. 

Hey smoravarsi, it's not that you can't have other cloud apps working on your computer, they just shouldn't overlap with your Dropbox folder.

If you make changes to your files in your Dropbox folder, do these changes reflect in your account online and vice versa?

no changes are noted because DropBox disconnects without warning and nothing is synced. 

Thanks for checking, smoravarsi.

Do you mind if we send you an email, so we can look into this internally?

yes please email me. 

Thank you, SM

Hey again, smoravarsi! 

I’ve just opened a ticket for you. When you have some free time, please reply to it, and we’ll look into this further.

Just dropped in to say I have an identical problem.  I'm just a home user with 4GB in use (out of 8GB).  My Dropbox (160.4.4703) has been stuck on "Uploading 52 files ... Downloading 211 files ..." for two days (ever since my Windows 10 was upgraded to 22H2).

Thanks, but if the only choice is between running OneDrive and Dropbox, I'll stick with OneDrive.

I'm no expert that this was the fix, but it did work for me. Once DB was completely updated, I turned GoogleDrive back on and have not had the recurring issue. Good luck! 

I've exited OneDrive, but it hasn't made any difference so far.  I'll give it an hour or two ...

Hey ChrisMiller, welcome to our Community! 

Did you see any progress after trying what Chris suggested? 

Also, have you tried any troubleshooting steps mentioned in this thread, or on your own? I'm asking just so we can be aligned, and so I can provide the next course of action.

Keep me posted, and we'll take it from there. 

Thanks Megan.  I exited OneDrive (I'm not running Google Drive), but it made no difference.  My Dropbox folder in Windows Explorer is showing green ticks, apart from one folder, which has disappeared from Dropbox on the web and on other devices (Android phone), but all the files are still there on my PC.  Absent other suggestions, my next step would be to try uninstalling and reinstalling Dropbox, but I see others have done that already without success.

This is what Explorer looks like - it's the 'Flights' folder that's disappeared apart from on my PC.  

Sorry to jump in, but do you see any signs of this folder in your events page or the deleted files page perhaps ChrisMiller? 

Thanks Walter, yes my flights folder was in the 'deleted' page and has now been restored.  Everything's now happy again 👍

Very odd though, I'm 99.9% sure I didn't delete it accidentally, as it's a two stage process.  And if I did, that's no reason for Dropbox to stop syncing other folders.  But then technology is wonderful, as long as it works!

Thanks for keeping me in the loop, Chris. I'm happy to hear it's sorted now!

See you around the Community and have a lovely weekend ahead!