Our Community is in read-only mode until April 8th, learn more here. You can still search existing threads or get help via Dropbox Support, the Dropbox Help Center, or Learn.
Forum Discussion
Re: Adobe not downloading online only files from projects
I was able to toggle File Provider on in the admin console, but only one out of five of my team members has received the notification to upgrade to File Provider. All others are still not eligible. Is there a reason why this is? Is it totally random when these notices go out?
10 Replies
Replies have been turned off for this discussion
- Megan
Dropbox Community Moderator
Hey Planet Nutshell, thanks for posting here today!
The members' device must be running macOS 12.5 or later to use Dropbox for macOS on File Provider. However, using macOS 13+ is strongly recommended. Is that the case for your members?
Do they have any external volumes, that might be preventing them from updating? You can also have a look here for more info.
Keep me posted, and we'll take it from there!
Yes, we are all using Mac OS 14. No one is using an external drive. Thanks!
- Megan
Thanks for the info Planet Nutshell!
Do you happen to know approximately how many files these members have synced locally on their device?
This might be affecting the update to File Provider, especially if they have too many files synced locally.
We have thousands of files. Most of them are kept in Offline mode until we need to pull them down for a project.
- Walter
Hey Planet Nutshell - sorry to jump in here, but would you mind clarifying approximately how many thousands of files we're talking about?
Also, could you have the affected members check the Sync tab of the Dropbox desktop app's preferences to see if anything is reported there?
We have roughly 675,000 files in the Dropbox folder, as reported in "Get Info" in the MacOS finder.
- Walter
And what happens when you click on the 'Learn more' button shown in your second screenshot Planet Nutshell?
It takes me to this page, which I've already reviewed. The point is that, as I mentioned, File Provider is available in the admin console, and I have toggled it on, but only one team member has actually received the notification and been able to upgrade.
- Walter
I see, thanks for clarifying that for me Planet Nutshell
At this point, I'd recommend getting in touch with our support team directly for further assistance with account and device specific information.
Let us know if you have anything else to ask in the meantime.
Here is an important detail that Dropbox has not made clear: Your local hard drive must have fewer than 300K dropbox files in it for the File Provider update to appear as an option in the Dropbox Mac OS tool bar app. This 300K threshold INCLUDES online-only aliases. I had to go to the selective sync settings in the prefs to completely un-sync from all folders. Once this was done, the update appeared. After the update, which went smoothly, I then re-synced all folders. All is well now.
