I have an issue accessing my files as they're greyed out. Can you help?

[TomGose]

I tried to upload a video to Dropbox yesterday and ever since I cannot even view my files/folders via my laptop. I cannot even write a ticket to support. the only link on the site that leads me anywhere is the dropbox business link (kind of ironic that you can ALWAYS upgrade).

To explain further, I cannot even see file folders, just grey rectangles.

I CAN save things to dropbox via ny laptop AND I can access my files with my phone and the dropbox app but not through my laptop.

I'll spare you my rant about writing tickets being the only means of communication available.

Any ideas, I'd appreciate the help?

[Walter]

Sorry to hear that @TomGose - would you mind sharing a screenshot of the problem so I can have a better look into this for you?

Also, could you tell me what the app states at the moment? If you're fully synced it should read "up to date". If you don't see this message can you tell me what it reports? 

Apologies if I'm being blunt here, yet, have you rebooted your computer at all since you initially got this problem? 

Finally note that you can always log a ticket on this page: https://www.dropbox.com/support  

Should you find troubles doing it from your current browser, try switching browsers or even an incognito window while it might also worth clearing your browser's cache to see if this helps.

Feel free to include any piece of information you think might help our investigation too.

Thanks in advance for your reply.

[TomGose]

Thank you Walter.

I took a screenshot but when I tried to attach the pic I got a double red error message that said "An unexpected error occurred".

SMH.

I have tried rebooting the computer with no luck. I will try another browser, thanks for that thought.

[TomGose]

Also, where would I look to see of the app is up to date? Via my laptop the site is completely frozen. I may be able to find it with my iphone though. Thanks.

[Walter]

Dropbox takes time to transfer files between your computer and our servers Tom ( @TomGose). 

Bear in mind that most standard consumer ISPs offer 1/10th the upload speed when compared to the download speed and larger files will take longer to sync.

You can always look at the Dropbox icon in your taskbar (Windows) or menu bar (Mac) and see if it is done syncing. When Dropbox is fully synced then you should see a tick followed by the words “Up to date” on the menu. 

If you do not see this then can you please let me know what the message being displayed reads?

Also, how did the reboot go for you? If you're accessing your account via the web please try another browser to exlude any browser specific issues.

Thanks for your cooperation so far!

[TomGose]

Hi Walter,

I am able to access dropbox using Safari whereas Chrome I couldn't (and still cannot). Honestly, when I log-in to dropbox there isn't anything in the task bar (I have a Mac) like you described.

I really appreciate your help, any other ideas? At least I can access it via a different browser but that, as you know, is treating the symptom not the problem.

Thank You.

[TomGose]

Alrighty, I see it now and it says "up to date".

[Walter · Accepted solution]

Great, thanks for the update @TomGose - so are you having the issue you described only on Chrome? Does it persist on an incognito window and after clearing your browser's cache? 

Also, have you made sure you're running the latest version of Chrome? 

[TomGose]

Walter,

Many thanks. Using the incognito browser, I was able to access the files as usual. I also cleared the cache and was able to open dropbox normally without the use of incognito.

I had just updated the laptop to the latest version a few days ago.

I appreciate your help. Have a great weekend!

[Walter]

No worries @TomGose - glad I could help!

Should you ever need anything else, just let us know.

Thanks for using Dropbox and have an amazing weekend ahead too 

Cheers!