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raymil's avatar
raymil
New member | Level 2
6 months ago

There's a red 'X' icon on two folders in File Explorer on two Windows devices

We’re experiencing an issue with Dropbox on two company laptops where certain folders specifically SCAI Team Dropbox and a subfolder labeled Paul are showing a red 'X' icon in File Explorer.

Here are the key details:

1. The red X icon appears on both folders, indicating a sync or access error.
2. These folders are part of a shared Dropbox Team environment.
3. The issue persists on two separate Windows laptops.
4. The users have confirmed they are signed into Dropbox with their respective accounts and that Dropbox is running.
5. We've reviewed local sync settings and permissions, and everything appears to be correctly configured.

We’ve attempted basic troubleshooting such as:

1. Checking internet connectivity
2. Verifying Dropbox sync status from the desktop client
3. Reviewing selective sync settings
4. Confirming folder visibility within the Dropbox web interface

However, the red X icons remain, and the folders do not appear to be syncing properly.

Could you please help us identify the root cause of the issue or suggest any advanced troubleshooting steps?

-Ray

desktop
sync
windows

4 Replies

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  • Jay's avatar
    Jay
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    5 months ago

    Hi raymil, just checking to see if you saw our last reply. 
    If you still need any help, feel free to reach out to us with the information we requested.
    If your issue has been solved, let us know what worked for you!

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    6 months ago

    It seems that those two computers are running an older version of the Dropbox desktop app, Ray. Could you try installing the latest, stable version of the Dropbox desktop app from this page directly and let me know how it goes? 

  • raymil's avatar
    raymil
    New member | Level 2
    6 months ago

    Hello Sir,

    Here is the additional details. . .

    Computer 1
    Disk Total    used: 475 GB
    free: 160 GB (33%)
    RAM:    8 GB
    CPU    Intel(R) Core(TM): i5-8350U CPU @ 1.70GHz
    OS:    Microsoft Windows 11 Pro
    Model:    Latitude 5590
    Make:    Dell Inc.
    Dropbox: 223.4.4909


    Computer 2
    Disk Total    used: 475 GB
    free: 282 GB (59%)
    RAM:    16 GB
    CPU    Intel(R) Core(TM): i7-10510U CPU @ 1.80GHz
    OS:    Microsoft Windows 11 Pro
    Model:    Iridium 15
    Make:    Carbon Systems
    Dropbox: 224.4.4811


    -Ray

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    6 months ago

    Hey raymil - sorry to hear about your syncing issue.

    Can you please take a look at this Help Center article and let me know if it helps at all?

    If not, we'd need more information, such as the exact OS version of the affected computers and the status and version of the Dropbox desktop app as well etc. 

    In any case, please let me know what you find, Ray. 

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