I save a document and when I open it it didn't save

[Bcollier]

Me and my coworker work in a shared file that contains a lot of excel documents and pictures. She makes changes to the excel and saves the document, then she closes it, and when either of us open the documento again, the document didn't saved! that happens very often. Is very strange that when I make the changes, it always works... but I made sure that she is saving it correctly. 

[Lusil]

Hi there @Bcollier, let's see what we can find on this. 

Are they editing the file through the website or via the desktop app?

Also, could you have a look at the version history of the file and let me know if it reflects the changes that the other user has made?

Give me a nudge with any updates, thanks!

[Bcollier]

Thank you for your reply!

We are using the desktop app, and I can see in the version history that I'm the only one who made changes during the past days, even though she saved the document yesterday in front of me.

[Lusil]

Does the user see the Dropbox icon next to their computer's clock?

If they do see it, could you ask them to hover over it and let me know what it reads?

[Bcollier]

I asked her to do that and we noticed that she doesn't have that icon next to the hour! 

[Lusil]

That means that the desktop app isn't running which is why the changes don't sync to the website and to you. 

Could you ask them to relaunch the desktop app from the applications menu?

If they have made changes and they want to have some peace of mind, they can copy the file to another location outside of the Dropbox folder before launching the app.