Smart Sync and macOS Labels

[DBalling]

It seems that setting a file to "Cloud Only" in Smart Sync (either by setting that for the file itself or for a parent) will cause that file to permanently lose any macOS labels it has associated with it. 

This means that if you set a file's label as, say, "FINAL ON-AIR", and then Smart-Sync it to cloud only for archival purposes, you will lose that tag (and the ability to search on it in macOS).

While Dropbox might not natively support its own file labeling, it certainly shouldn't be stripping the labels that the filesystem supports.  

[Jane]

Hey there (@DBalling), that for checking in on the Dropbox Community on this inquiry. To best address your syncing-specific concern, I’ve sent you a brief message on the email connected to your Forum profile (gathering all the details you've included on this conversation), as this will have to be reviewed by a specialized team member. 

Whenever you find some spare time, please check your inbox for my message & I’ll make sure to promptly follow-up with you asap. I hope that this is- even slightly- helpful to you & I’ll be awaiting your next reply on our email correspondence!

[DBalling]

Jane,

After I sent you screenshots and screencasts of what I was describing, I got routed ("escalated") to "Harry" who twice sent me canned responses  that had literally nothing to do with my request. After asking to be re-escalated to someone who would actually pay attention to what was  in the ticket, I haven't heard another word back.

[Mark]

Hi @DBalling

Do you have a ticket number?

[DBalling]

Ticket # 8696697

[Jane]

Hey there (@DBalling), apologies for the slight delay in getting back in touch with you on my end. I was out of office for a few days & I can see that your request was handled by a colleague, though I can confirm that it has currently reached a higher level of support. I understand that you’d need some more assistance on the matter & for that reason I’ve included a summary of your comments on your open discussion with our team specialist. 

I hope that this gets resolved soon for you & please do let me know here in case you need further assistance in any way & I’ll check back with you asap. I’m wishing you a wonderful New Year ahead & thanks in advance for the time & efforts you’re devoting on the matter!

[DBalling]

So, for the benefit of the community and future forum readers, since the entire "resolution" happened out of sight of the message boards:

Dropbox support provided no really good answer to this problem in the ticket. It was essentially "yep, when it goes to cloud-only the metadata vanishes with it" without even acknowledging in any way that this is a problem, along with a platitude about how engineers are constantly looking for ways to improve the product yada yada yada.

[Jane]

I understand that this isn’t ideal (@DBalling) & for that reason I’ve made a note of your feedback to our team specialist that’s currently handling your open ticket. Should you need additional assistance or clarifications, please do keep them updated on that correspondence, as this email chain is your direct point of contact with our higher-level technicians. Thanks for bearing with us & have a great week ahead! 

[DBalling]

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@Jane wrote:

I understand that this isn’t ideal (@DBalling) & for that reason I’ve made a note of your feedback to our team specialist that’s currently handling your open ticket. 

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He closed the ticket and I got the follow-up survey from that event. Near as I can tell as a user, he's done with it and there's nothing further being done.