Search not working

[Mmmooo]

Dropbox search can’t find anything. The files, however, are there. How can I make Dropbox find them or reindex them???

[amcoffice]

After reading posts on Dropbox Community and searching the internet, Dropbox is well aware of the search-related issues.  If a post about the search-move-indexing problems gets any response from Dropbox, it is the we-need-more-information routine.  Dropbox's failure to respond or correct these issues is not due to a lack of customer information.  The search/move/indexing problem is not an issue isolated to one customer but a chronic system-wide issue apparently not user-oriented.  

Dropbox desktop version 159.4.5870

Many of my screenshots documenting the search and move issues can already be found under Ticket Nos. 19064142, 19082558, and 19046051.  If you need more, I'll send them - begrudgingly, but I'll send them so alack of response cannot be used to sidestep Dropbox's problems.

Thank you.

[Nancy]

Hi everyone, I hope you’re doing well. 

@SarahT123, have you perhaps tried to switch browsers on your computer and see if the issue persists, when searching for the files you moved into your folders?

@photogirl007, I can see above that @Megan had asked you a couple of questions on this. Can you let me know what’s the syncing status and app version of your desktop app? 

Finally, @amcoffice, can you please clarify on which platform are you having trouble with file search? Is it the website/desktop app/mobile app?

[amcoffice]

Please Ticket Nos. 19064142, 19082558, and 19046051 - lots of my screenshots documenting problems in those.  Since problems persist, I could create more screenshot proof but rather not.

In addition, problems are on DB desktop app, website, and iPhone app.  I do not know for sure, but problems seem rooted in files added via desktop app and any files (no matter when or how uploaded) that moved or renamed from any platform. 

To answer future questions I'm likely to get in response:

my interent connection is fantastic

website problems are the same in Chrome and Edge

I'm adding, moving, and renaming DB files in the same way I have for years

While I appreciate any response., given the multitude of problems just reported here, the questions are likely for Dropbox, not its customers.

I'd be crushed to know that the work I've put into creating my database the last years is now potentially useless if I can't search it to find my files/dox/photos for future projects.  Please help your customers who'd rather Dropbox resolve this than change their storage vendor. 

[amcoffice]

Please see Ticket Nos. 19064142, 19082558, and 19046051, which include lots of my screenshots documenting problems.  Since problems persist, I could create as many screenshots you need to document problem, but I'd rather not.

Problems are on DB desktop app, website, and iPhone app.  I do not know for sure, but problems seem rooted in files added via desktop app and ANY files (no matter when or how uploaded) that are moved or renamed while in any platform. 

To answer future questions I'm likely to get in response:

Dropbox desktop app seems up to date: version 159.4.5870

my interent connection is fantastic

website problems are the same in Chrome and Edge browsers

I have not changed the way I've added, moved, or renamed DB files for years

While I appreciate any response, given the multitude of problems (even just those reported here), the questions are likely for Dropbox, not its customers.

I'd be crushed to know that the work I've put into creating my database the last years is now potentially useless if I can't search it to find my files/dox/photos for future projects.  Please help your customers who'd rather Dropbox resolve this than change their storage vendor. 

[Walter]

Hey @klundq1, sorry to jump in, but could you clarify if you're referring to the website or the desktop app perhaps? 

Can you let us know the exact OS of your device as well? 

[klundq1]

@Walter I am using the website, on Firefox. I am using macOS Monterey version 12.6

[Walter]

In that case, could you try clearing your browser's cache or another browser and let us know if the issue persists @klundq1?

[klundq1]

@Walter still does it. I tried on Safari and Google Chrome both. I did clear the cache. For example I can search for 'Smith', and only Smith, John, comes up, but I have folders for both Smith, John, and Smith, James.

[Walter]

Hey @amcoffice, thanks for the ticket IDs. 

I've located them in our system and passed your comments on to the expert who's handling your case, so you should be hearing from them soon.

Let us know if you have anything else to add in the meantime.

When it comes to your issue now @klundq1 - can you clarify if it happens with specific search terms or if this is affecting all of your search results? 

[klundq1]

yes it happens all the time. no specific search terms.