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Recent MacOS upgrade breaks syncing, Acrobat reader functionality

Recent MacOS upgrade breaks syncing, Acrobat reader functionality

Anonymous0
Explorer | Level 3

The recent forced upgrade for MacOS on recent MacOS versions, which moved files to a new location on the hard drive, caused problems with PDFs.  Specifically, if the file is on Dropbox, but has never been explicitly copied to the hard drive, Acrobat Reader won't open the file.  Acrobat Reader does not display an error; it simply does not open the file.  If I copy the file from Dropbox to any place on my hard drive, from then on, I can open the version on the Dropbox drive using Acrobat Reader.  This means that the new sync process doesn't work right.  I upgraded months ago, and problem has not been fixed.

 

I find the following frustrating:

1. There were repeated annoying messages urging me to upgrade Dropbox, when I had no problem with the old version.

2. The new version is worse because of the PDF problem.  I use Dropbox mainly as a way to share PDFs between my different devices, so the PDF problem is a persistant annoyance.  (From my point of view, the upgrade is a downgrade.)

3. There is no place to submit a bug report about this.  The fact that there's not makes it seem as if Dropox is not interested in supporting user experience with the product.  (Having to interact with a community wastes users' time.  I did not search the community to see if this issue has been discussed.  That's not my job.  I respect any users who are here and find it valuable, but I don't feel that what is needed in this situation is a community response.  It's a bug report.)

4. The chat support is unhelpful, and also wastes time.

5. What community category does this complaint belong in?  There are at least four that seem plausible.

 

To be clear, my frustration is not at all with Dropbox frontline support workers--I assume you exist--but with Dropbox's policies.

5 Replies 5

Megan
Dropbox Staff

Hey @PuzzledUser, thanks for bringing this to our attention.

 

Don't worry, your message is in the right category here in our Community. Which version of the Dropbox app do you have installed and what's the sync status currently?

 

You can see that by hovering over the Dropbox icon in your system tray.

 

Also, if you quit the Dropbox app and try to open these files from the Dropbox folder, do you see the same issue?

 

Keep me posted!


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Anonymous0
Explorer | Level 3

Thanks Megan-

 

The Dropbox version is v174.4.5852.

 

I tried quitting Dropbox, using the Quit menu option from the Dropbox icon in the system tray.  The same problem occurred. 

 

(I also tried the same experiment with a file that I knew I had previously copied to the hard drive (i.e. in one of my work folders--not the CloudStorage folder.  I was able to open the copy that was under the CloudStorage/Dropbox folder after I had quit the Dropbox app, as I would expect.)'

 

Thanks!

 

Marshall

Megan
Dropbox Staff

Hey @Anonymous0, did you notice this behavior with online-only files, or files synced as available offline?


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Anonymous0
Explorer | Level 3

Thanks Megan,

 

I believe I have all files set to "available offline".  In the Preferences window, under Sync, I have all of the folders set to sync (except for one folder that I don't want to sync).  I assume that syncing means that they are available offline.

 

I followed the link you provided, and I can see that with right-click there are menu options for making the folder online only, and making it available offline, but that doesn't tell me which status the folder has.  I scrolled through the list of icons, and I don't see any of those in the Mac Finder window.  I do notice that next to two folders, there is a little cloud with a down-arrow.  That is similar to one of the icons on the web page you linked, but it's not the same.  Is that supposed to represent that these files are online-only?

 

(If that's what's going on, it's kind of suprising that a file is offline only, but then if I copy it somewhere *else* on my hard drive, it suddenly becomes available offline from the Dropbox folder.)

Megan
Dropbox Staff

Hey @Anonymous0, can you let me know the app's current syncing status?

 

Also, please send me a couple of screenshots of the files you have inside your Dropbox folder, and the icons you see there. Thanks! 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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