Suddenly, I can't open my online-only Smart Sync files

[WendyNield]

I have been using Dropbox without issue for years, and Smart Sync seamlessly since December. Suddenly today, when I go to open files from a folder that I have not used in months, I am getting an error that the file does not exist when I try to open it. I can see the file in my dropbox folder on my computer. I can see the file in the new desktop app I just installed and I can see it online. However, no matter how I try to open it, I get an error message that the file doesn't exist, or that it can't be opened. I am trying to open files that were created in Adobe products (PDF, PNG, EPS specifically). I am able to open the file from another user's account that I share these files with, but not from my account. I just noticed that this was an issue today. I checked my hard drive space and I have more than 380GB free.

This is what I see on my desktop folder. Notice that grey circle icon indicating that the file has not been accessed recently.

This is the error message I get if I try to open a pdf file through my desktop folder, the app, or online. I can see the file and its contents in the browser, but if I try to open it in acrobat through the browser I get this same error message.

I'm stumped! I can't find anyone having similar issues in the community. I had not made any update prior to discovering this error (although since discovering the error I did update adobe creative cloud and install the dropbox app). 

Thanks for your help!

Wendy

[Walter]

Hi @WendyNield; welcome to our Community and happy Friday!

You shouldn't be having issues if you ensure that those files are set to 'Local', assuming that you get the Smart Sync options for them.

Could it be that you have had these folders selectively un-synced from that computer? 

Quoting from the relevant article here, the gray circle with the minus sign may appear on a file or folder when you're using the selective sync feature meaning you've opted not to sync this file or folder on your computer so I'd suggest taking a look at your sync settings through the app's preferences as well. 

Let me know what you find Wendy!

[WendyNield · Accepted solution]

Doh! That was the problem! I had forgotten that I was using Smart Sync AND Selective sync. Ok. Is there a way to change the sync status of a folder without going into Dropbox preferences? It seems like there must be an easier way that how I've been doing it.

Thanks!

Wendy

[monierich1]

I am having the same issue. I noticed it last week as well.

[Walter]

Hi @monierich1; thanks for joining our discussion and welcome to our Community!

Let me give you some additional context about this as I think this might help. 

When using selective sync, and choosing to sync a folder you had previously excluded on the desktop client, you may notice the files appearing with a grey cloud icon beside them. This means that the files are ‘online-only’. You can see and interact with these files as normal, but they take up practically no space on your computer.

Through our Smart Sync feature you now have greater control and can sync only the folders or files you need by right clicking, choosing Smart Sync and then selecting 'Local'. This helps optimize your hard disk usage.

Once we have returned these 'online-only' files/folders through Selective Sync you can now see the files and folders and then proceed with re-downloading only the content you need and want.

I hope this clarifies matters and I'm just a post away if you have any more questions!