Vault does not open!!

[toddphi]

I tried setting up Vault a few days ago and chose a PIN. I moved some of my most sensitive files into it and saw that they were there.

Now, a few days later, I cannot access the Vault at all! When I click on it in either the Windows 10 File Explorer or the Dropbox App the cursor spins for a moment but the Vault does not open. File Explorer now reports the size of the Vault is ZERO bytes.

Please help! Did Dropbox just lose all my most important files???

Thanks

[Walter · Accepted solution]

Hi @toddphi; thanks for joining our Community!

The Vault is accessible through our website and the mobile app for now. We did add an entry point to the desktop app as well, but this should take you to the website to access the Vault. 

Could you navigate your account online and try to access your Vault from there?  

Let me know what you find! 

[HazBro]

My concern is a branch of the OP's issue: now that I have moved files into the vault I can't see them in Windows File Explorer (as you noted), but also shortcut links on my Windows 10 desktop to these files don't seem to be able to be made to work. What am I doing wrong? Or is it that "once in vault," it's only accesible via browser (and I have to download/upload to work with them)?

I understand the security aspect, but it would be nice to be able to have a shortcut on my computer to make using these files less of a hassle.

Appreciate any thoughts anyone might have.

[Walter]

Hi there @HazBro; thanks for joining the discussion here!

Your query seems to echo this discussion and the idea posted here; could you take a look and let me know if that's the case indeed?

[genericUser]

Hello, 

I also cannot access my vault. My girlfriend on a separate account also has same issue... 

i click on desktop app and just get loading symbol with no app boot. or I type password and it says 'try again later' or something.. 

Tried finding it opnline and can't even see where Vault is online. 

Please advise how I can get back to my sensitive files. 

thanks

[Daphne]

Thanks for joining us here @genericUser!

For the desktop app, could you send me a screenshot of the error that you're getting (excluding any personal info)?

Also, when you visit the website, it should be in the top level of your Dropbox account here.

If you can't see it there, can you try searching for "Vault"?