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JMS202's avatar
JMS202
Explorer | Level 4
7 years ago

Issue with Dropbox app on iOS 12.2: Files=> “Unable to Load Folder”

I am seeing an error in my Dropbox app for iOS 12.2 on both my two iPads AND on my iPhone whenever I go into the app and click on the Files icon at the bottom...it tries and then immediately returns ...
Mobile
Setting up the apps
Lusil's avatar
Lusil
Icon for Dropbox Staff rankDropbox Staff
7 years ago
Sorry to hear that, JMS202. 
 
Have you by any chance tried to clear the cache as well?
 
Let me know how it goes!
Fredrick L.1's avatar
Fredrick L.1
Explorer | Level 4
7 years ago

OK, I started having the same problem a few days ago. I just logged out and back into the Dropbox app on the iPad, no change.

Then I uninstalled and reinstalled and logged back into Dropbox.

Still, the "Files" tab shows "Unable to Load Folder".

Argh.

iPad Pro 12.9" original version, iOS 12.2, Dropbox app version 136.2.2

Wait - while checking the app version, I saw "Clear Cache" and tapped it.

Now "Files" is working again!  Woohoo!

(but uninstalling should have fixed this, ahem)

  • Lusil's avatar
    Lusil
    Icon for Dropbox Staff rankDropbox Staff
    7 years ago
    That’s great news, Fredrick L.1. Glad to hear that you were able to resolve your concern in the end. :relieved:
     
    If you have any questions in the future, don’t hesitate to get back to us. Have a great day ahead!
    • JMS202's avatar
      JMS202
      Explorer | Level 4
      7 years ago

      I’m the original poster.  I have tried a dozen times to clear the cache, and now have completely uninstalled the app and reinstalled it (for the third time) and it still does not work.  I keep seeing the eternal “Unable to Load Folder”.  It’s a bug, folks, and repeatable on all my iOS devices, my phone which is cell+WiFi, and both my iPads which are WiFi only.

      What I CAN do is manually search for a file, and then I can click on the ... menu and choose “Show in Folder” and then it brings up that directory path, but this is a poor workaround because although I can walk back up that tree, I eventually reach the top “Files” folder, and once I click on that, it’s back to la la land with Unable to Load Folder.  IT CANNOT LOAD THE ROOT FOLDER.

      Please advise.

      • Lusil's avatar
        Lusil
        Icon for Dropbox Staff rankDropbox Staff
        7 years ago
        Hey again JMS202, 
         
        As for the behavior you’re experiencing, I’ve sent you a ticket to the email address associated with your Community profile so as to have a more in-depth look. As such, please check your inbox for my latest message. 
         
        Looking forward to hearing back from you!
  • Fredrick L.1's avatar
    Fredrick L.1
    Explorer | Level 4
    7 years ago

    OK, just to be clear, what solved it for me was clearing cache on the Dropbox app.

    How?

    1) Click on Account on the bottom of the left sidebar

    2) Click on the blue gear in the top left corner of the left sidebar

    3) The "Settings" popup page will appear. 

    4) Scroll down and you will see "Clear Cache"

    5) Tap that.

    Problem solved. At least for me.

    • bocaboy's avatar
      bocaboy
      Explorer | Level 3
      7 years ago

      Fredrick, thanks for the update. While we apparently had the same symptom, I was able to correct it on both my iPad and iPhone with clicking on the thumbnail/list icon on the upper right. Somehow that fixed the problem on both devices.

      I'll hang on to your solution in case it happens again.

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