Right click on files, doesn't show offline-only settings

[AB1977]

We have 6 team members who are using Dropbox and can edit, share etc files and folders but one of my team member having trouble to access these files. Make offline-only / online only not showing while right click to any of the folder.

[Megan]

Hi @AB1977, how are you this Monday? 

It'd be the best thing for the member to contact us, so we can troubleshoot with them directly. 

Do they have a problem seeing the content you add on your end? If so, are they checking the web or the desktop app?

It'd also help to know the version of the app they're using, along with the OS installed on the device, and the syncing status.  Any screenshots are more than welcome. 

Let me know more, and we'll take it from there. 

[BA1977]

 

[BA1977]

 

[BA1977]

 after organise no smart sync option is showing...

[Hannah]

Sorry to jump into your conversation with Megan here, @AB1977.

You said that this person is having trouble accessing the files. Do they see the files on our website, but not in the local Dropbox folder?

Or can they see them in the Dropbox folder, but they just don't see the offline/online-only options when right-clicking?

And what is the sync status of the Dropbox app? They can see that if they hover their mouse over the Dropbox icon in their menu bar.

[BA1977]

He can see the files in the Dropbox folder and all files are syncing (A solid blue circle with two white arrows going in a circle), but don't see the offline/online-only options when right-clicking.

[Megan]

Hi @BA1977, thanks for clarifying. 

When a file is syncing the Smart sync options wouldn't be present, due to the fact that the file hasn't synced yet. 

Once it's up to date, they should be able to change it. Can they try right-clicking on a file that has already synced, to try it out? 

[BA1977]

Thanks for the message, but those files are already synced and showing a green icon which means that your file is synced with Dropbox by right clicking the Smart Sync option not visible.

[Hannah]

And is that the case for all the files in their Dropbox folder, or just some of them?

Oh, and don't forget to have them check the sync status please!