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Empty dropbox in the file explorer whereas files are visible in the web browser

Empty dropbox in the file explorer whereas files are visible in the web browser

netmares
Explorer | Level 4

Hi,

 

I belong to a dropbox folder which is shared between different users, to share files. I have Edit permission. When logging into my dropbox account through a web browser I can see this folder, the subfolders and all their files. I have installed the Dropbox desktop app into my PC (Win10 Pro) and logged with my credentials, but I can not see anything in this dropbox folder located in 'C:\users\xxxx' when opening the file explorer (dropbox is empty):

 

question_dropboxEmpty.jpg

Can you help me please? Thx.

1 Accepted Solution

Accepted Solutions

Jay
Dropbox Staff
Go to solution

As this a shared folder that they renamed? If so, then the renaming doesn't apply to anyone else apart from that user. 

 

You'll need to amend the folder name manually on the site to remove the : symbol. 


Jay
Community Moderator @ Dropbox
dropbox.com/support


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View solution in original post

11 Replies 11

Jay
Dropbox Staff

Hi @netmares, thanks for bringing this to our attention.

 

Could you try rebooting the machine to see if this helps?

 

Keep me updated with any progress!


Jay
Community Moderator @ Dropbox
dropbox.com/support


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netmares
Explorer | Level 4

Hi Jay,

 

I did it but afterwards the dropbox folder in my PC is still empty.

Jay
Dropbox Staff

When you click the Dropbox icon in the system tray near the clock, what message do you see on the bottom left?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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netmares
Explorer | Level 4
Go to solution

I see the following... no activity and sync record, and your files are updated message in the bottom. In my dropbox account through web browser I can see the folder shared to me, the subfolders and all files.

 

response_dropboxEmpty.jpg

Jay
Dropbox Staff
Go to solution

Are you certain this is the same Dropbox account as the one on the site? The Dropbox desktop application is showing no files having recently been synced, and that it is fully updated.

 

Could you click the top right icon with MA in it, then Preferences and Account, and let me know if this is the same account as that signed into on the site?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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netmares
Explorer | Level 4
Go to solution

Yes is the same account, I had already done this check by myself a few days ago.

In Preferences - Account it shows that 0.4% of 2GB are used (which is true). If I open dropbox.com by clicking the button circled in green I see all the data in the web browser... if i click the dropbox folder (circled in blue) is empty:

 

response2_dropboxEmpty.jpg

Jay
Dropbox Staff
Go to solution

Have you enabled selective sync in the desktop app, preventing entire folders from appearing on your computer?

 

Do any of the files or folders have incompatible symbols in them?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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netmares
Explorer | Level 4
Go to solution

Sorry for my late response Jay, we have been making some tries to solve the issue but still no way. 

 

We realised that the root folder has an incompatible symbol (the : symbol). My colleague that created and shared with me the folder works with a MAC computer and the : symbol does not produce problems, but I am working with MS Windows and this symbol is uncompatible, so most propably this is the cause of the issue.

 

Therefore, my colleague renamed that folder... and if he logs dropbox with his account in the web browser, he can see the folder correctly renamed. But if I log dropbox with my account in the web browser I still see the folder with the old name (with the : symbol), and so the dropbox is still empty in my PC. In the web browser I see I am a member of that folder (meaning that we are sharing the folder). I do not understand... how can we proceed next?.

 

Thx.

Jay
Dropbox Staff
Go to solution

As this a shared folder that they renamed? If so, then the renaming doesn't apply to anyone else apart from that user. 

 

You'll need to amend the folder name manually on the site to remove the : symbol. 


Jay
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
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    sabloszi New member | Level 2
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    netmares Explorer | Level 4
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    Jay Dropbox Staff
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