On both my iPad and my iPhone, when I mark a folder from Dropbox or any other cloud service as a “Favorite”, it shows up in my favorite list in the Files app, but if I switch apps or close the files app, when I reopen it, the folder disappears from the favorites list.

You dont need any personal info to reproduce this issue.Just read and repeat.Open files app.Open dropboxDrag dropbox folder to the favorites listClose Files AppOpen Files app.Favorite folder is gone.If you dont take the trouble to reproduce a basic issue which is consistent then dont reply with useless comments and call yourself support.The issue is still present and not fixed.

Hi,if if you try to follow what Frankie is telling, you should be able to understand the issue. It’s not syncing favorites, it happens on same device.1. From iOS Files app, long tap on Dropbox folder and select Favorite. It should appear uneed Favorites on side pane.2. Now force close Files app and restart Files app, the folder under Favorites is now gone.This doesn’t happen if I favorite folder on Google Drive or iCloud. Only happen to Dropbox folder.Please try not just to response, but spend time to understand the issue.Best,Joe

Lusil, that behavior is a disgrace. People have been submitting reports for years now, with zero action on this mission-critical show-stopper bug that makes Dropbox virtually unuseable on iOS. We're told to keep submitting reports. We are going around in circles. When will this end?

The total lack of urgency in resolving this problem is incredibly frustrating. This has been a problem since the Files app first launched two years ago, and nothing has been done to improve the situation. As iOS/iPadOS has become more capable, the Dropbox folder favoriting has not become worse, but it has become more annoying, since I can do so many other things on my iPad now. Furthermore, this is an issue that is bound to frustrate the heaviest (highest-paying) Dropbox users the most, as they are the ones who would benefit most from better organization of their Dropbox content.If I only used Dropbox for sync, I would have left years ago.

wow - I read through 7 pages of comments and it's amazing this issue has been around for years. It hasn't even been a week with my iPad Pro and discovered this issue- I agree it is quite reproducible and visible enough to new users, it should be fixed from a PR perspective if anything! It sounds like at one point, OneDrive had the issue and it sounds like from posts here in this thread, the issue has been fixed by Microsoft in a timely manner. I think we are all frustrated Dropbox has not done the same. To the powers to be at Dropbox, why not provide an status update or at the very least, help us understand why fixing this bug is not a priority or why it is so challenging to fix in a timely manner? I think people would be less upset. Given how happy many of us have been with Dropbox all these years esp with the cross-platform support, we'd love to stay. You're clearly testing our patience. I surely hope I don't end of up waiting another few years! Guillaume DXB if you do hear of a cross-platform solution between iOS, Android, macOS, Windows, and Linux, I think many of us are eager to try it.

iOS Files app favorites folder disappear

130 Replies

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Pietro Fantoni
Explorer | Level 4
5 years ago
I am experiencing the same issue explained above...
Lusil
Dropbox Staff
5 years ago
Hey everyone, thanks for your ongoing reports, and I'm sorry to hear that you're still having trouble with this.

In order to ensure troubleshooting and to investigate accordingly, could you submit a ticket to our Support team from this link?

If you have any trouble creating a ticket, don't hesitate to get back to us here and we'd be more than happy to send you one.

Thanks again!
Jamesore
Helpful | Level 6
5 years ago
I'm Having the same issue as well. In addition the dropbox syncing on ipad seems to require the app to be maximized with the syncing page open for it to complete larger syncing jobs. Reading through this thread shows me that dropbox don't seem to be able to fix their problems and I am already starting to transition to other cloud systems bit by bit. It's incredibly infuriating seeing the same support message copy pasted here too. Ive spent years with dropbox but they seem to be dropping the ball on multiple issues and its looking like time to think about moving to the competition
khcole
Helpful | Level 6
5 years ago
You really don't need a ticket. The past 2+ years of this post shoudl be enought for y'all to just fix it on your own. Wow....still shocked by the lack of attention to this.
Pieroman
Helpful | Level 6
5 years ago
Lusil I did submit detailed tickets to DB support team which were escalated... and the answer after many emails is that this bug is "expected behavior", which is clearly a mockery since the "add to favorites" menu option is there !

Could you confirm that it's the dropbox stance on this issue ? I'm sure that many of us in this thread would like to know this when the time comes to renew our subscriptions.
Daphne
Dropbox Community Moderator
5 years ago
Would you mind sharing your ticket number (eg. #1234567) with us Pieroman, so that we can have a look at this from our side?
Guillaume DXB
Helpful | Level 6
5 years ago
Why the need for a ticket. Support staff should create it for us at this stage after this epic fail in service to paying clients.
Daphne
Dropbox Community Moderator
5 years ago
They mentioned that they already have a ticket open with our team, so there is no need to open a new ticket at this point Guillaume DXB.

I'm simply asking for the ticket reference number so I can look into this.
Pieroman
Helpful | Level 6
5 years ago
Hi Daphne , sure my original support ticket is #11368076, I had provided a detailed ticket and a corresponding screencast a few weeks back (I think it's now reopened under ticket #11480825). Thanks for looking into it !
4evr0
New member | Level 2
5 years ago
So many complains have been sent from so many people. But Dropbox still dropped the ball and didn't solve this! It's ashame !

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iOS Files app favorites folder disappear

130 Replies

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