Re: Integration with iOs Files app dropping out

Hey Architetto D., sorry to hear you're having issues with this.

Can you please clarify the type of files you're noticing this happen with? Are you perhaps referring to the issue you had reported back in January posted here?

Any additional information is more than welcome!

Hi Walter 

This really happens with every kind of file now, it's clearly a background sync issue.

Yes, I'm referring to the same issue I reported back in January and in 2020 also. We're now in 2023 and nothing changed. I now self imposed 30 days to see if this is going to be solved or not, if not I'm sorry but I'll leave Dropbox services.

Hi Architetto D., can I send you an email, in order for us to have a closer look into this? 

Megan sure you can!

Hi Architetto D., I just sent you an email.

I'll see you there! 

I finally had to move my files to google drive.  I couldn’t get work done any longer.  I still have a Dropbox account because my wife hasn’t moved yet, and I check on this problem from time to time and it still occurs.  For what it’s worth, dropbox support contacted me that same as they are you.  I got escalated to tier 2.  I sent them videos showing what happens.  It happens on EVERY file integration as you know, but I just picked one as an example.  The tech immediately blamed the other application and closed the ticket.  Hope you have better luck but I wouldn’t count on it.  

skifanatech I'm gonna give them 30 day to solve this, otherwise I'll move everything to OneDrive.

I really can't work anymore if Dropbox app/sync doesn't work as expected.

Hi Architetto D. , happy Monday! 

You mentioned that you've contacted Support. Could you share with me here your ticket number reference, so I can locate it in the system?

Keep me posted!

Hi again Megan 

The ticket I opened had n. 21541326

Your colleague suggested to clear the Dropbox app cache. I tried but didn't solve the issue. It's clearly an issue between Dropbox.app and Files.app.

Now I still can't access Dropbox via Files.app, unless I'll reboot my iPhone.

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? 

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...

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?

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.