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Dmkiz's avatar
Dmkiz
Explorer | Level 4
4 years ago

Integration with iOs Files app dropping out

I am running an iPad Pro (3rd generation) with iOs 15.1, but I had the same problem with previous versions of iOs as well. I have two issues.

 

First, I have tried a number of times to add Dropbox folders as "Favourites" in the side bar. It works when I add them, but then later they just disappear.

 

Second, when trying to access my Dropbox files through the iOs Files app, the connection seems to periodically drop out. It works fine most of the time, but often I will try to load it and it just shows me a blank screen. I then have to leave it sitting there for about 10 minutes and eventually it reloads and takes me back to the home Dropbox folder. But during that time if I try to access Dropbox through the Files app it just doesn't load. Below is a screenshot of me trying to access Dropbox:

 

Mobile
Third Party Integrations

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  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi Architetto D., thank you for the ticket number! 

     

    I can see that the ticket was closed, because you never responded back to the agent working on your case, to let them know that the steps they provided didn't fix the issue. Could you try to respond back, in order to re-open the convo? 

  • Architetto D.'s avatar
    Architetto D.
    Collaborator | Level 9
    3 years ago

    Megan Definitely not: they answered and immediately closed the ticket, without knowing if their solution worked or not.

    Anyway, I don't want to complain about your support staff because this is clearly a system issue that won't be solved with clearing cache or deleting and reinstalling the app.

    I suggest you to report this to iOS app developers, meanwhile sure, I'll try to open the ticket again...

  • Architetto D.'s avatar
    Architetto D.
    Collaborator | Level 9
    3 years ago

    Megan 

    Tried to contact Support again, ticket n. 21712262

     

    Support is still telling me that this is not a Dropbox issue.

    May I ask refund for the remaining yearly subscription and move everything to something else?

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Sorry for jumping in, Architetto D.

     

    I’d suggest writing back to our support agent in this case, so that they can look into your request, since we don’t have any account visibility over here on social.

     

    I’ve also left them an internal note with your convo here.

  • playzoffs's avatar
    playzoffs
    New member | Level 2
    3 years ago

    I am having the exact same problem on my iPhone 11 iOS ver 15.4.1

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi playzoffs, I hope you're doing well! 

     

    Based on your initial post here, it looks like you're using an older OS, compared to what it's out at the moment for iPhone 11. 

     

    Would you mind updating your OS, and the Dropbox app on your device -if you're not already using the latest version- and letting me know how that's going to turn out?

     

    Keep me posted! 

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