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Files won't load on my computer. Can you help?

Explorer | Level 3

Files I have put into Dropbox won’t load. The loading wheel icon just continually spins and the files won’t come up.

This has been happening more frequently recently and my Drop Box is becoming unusable.

 

1 Accepted Solution

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Re: Files won't load on my computer. Can you help?

Dropboxer
Dropboxer

Thanks for the additional info @Gail R.1 - most appreciated.

Could you please try to clear the cache on your app (on your iPads and iPhone) and then sign out and back into your Dropbox account?

 To clear your cache, please follow the steps listed below:
- Navigate to the “Personal” tab
- Tap the gear icon in the upper-left corner of the screen
- Select “Clear Cache”

[If you do not see the gear icon on this main page, first click on the icon on the bottom right of the app that says “Account”, “Personal” or your Dropbox Business name. You should see the gear icon on this account page.]

Once this is done then please ensure you log out of the Dropbox application, then restart your device and log back in again.

Let me know if this helps Gail!



Walter
Community Moderator @ Dropbox
https://dropbox.com/support


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5 Replies 5
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Re: Files won't load on my computer. Can you help?

Dropboxer
Dropboxer

Hey there @Gail R.1 - sorry to hear that!

Just to make sure we're on the same page here, could you take a 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 exact message being displayed there reads?

If you were referring to uploading through a web session - have you tried another browser or clearing your browser's cache to exclude browser specific issues? 

PS: Keep in mind that a screenshot of the problem is always appreciated and helps us troubleshoot in a more timely manner so if you're still having this issue I'd appreciate one too. 



Walter
Community Moderator @ Dropbox
https://dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
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Re: Files won't load on my computer. Can you help?

Explorer | Level 3

Thanks for the reply Walter.

I am using my iPads, mini and iPad pro mainly to save into Dropbox and then access them in Dropbox. Sometimes, my iPhone, so I really need help with them rather than my computer - which I am trying to use less and less - hence Dropbox, not iCloud.

Cant get a screenshot because it it not ‘playing up’ at this moment!

Highlighted

Re: Files won't load on my computer. Can you help?

Dropboxer
Dropboxer

Thanks for the additional info @Gail R.1 - most appreciated.

Could you please try to clear the cache on your app (on your iPads and iPhone) and then sign out and back into your Dropbox account?

 To clear your cache, please follow the steps listed below:
- Navigate to the “Personal” tab
- Tap the gear icon in the upper-left corner of the screen
- Select “Clear Cache”

[If you do not see the gear icon on this main page, first click on the icon on the bottom right of the app that says “Account”, “Personal” or your Dropbox Business name. You should see the gear icon on this account page.]

Once this is done then please ensure you log out of the Dropbox application, then restart your device and log back in again.

Let me know if this helps Gail!



Walter
Community Moderator @ Dropbox
https://dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
Still stuck? Ask me a question!
Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

View solution in original post

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Re: Files won't load on my computer. Can you help?

Explorer | Level 3

Hi Walter.

Thank you very much. I did clear out the caches and thanks for telling me how. I haven’t ever done this for Dropbox but I have been aware of clearing out caches in other situations and it works! My Dropbox seems to be responding beautifully now. I have tidied up the multiple devices also listed and I got rid of all the old, replaced devices - tho’ I am not really convinced that the number of devices would have affected this problem. I am also going to delete the web browsers as I am trying to wean myself off the computer totally.

So, would you recommend clearing the cache as a regular maintenance type issue and why do you think it might have been causing my problems?

Thank you very much for your support - it has been great and I am loving Dropbox again now!

Happy New Year.

Regards.

Gail R

 

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Re: Files won't load on my computer. Can you help?

Dropboxer
Dropboxer

Glad to hear that Gail - all's well that ends well I guess; right?

As per what could have caused this I'd hate to assume but I guess it could relate to your devices' RAM and usage in general. The number of connected devices to your account has nothing to do with this whatsoever as you mentioned too. 

And yes, I'd recommend to do this every once in a while to ensure the app's well-being and maintenance. 

If you have any more questions, please let me know. Oh, and Happy New Year too @Gail R.1



Walter
Community Moderator @ Dropbox
https://dropbox.com/support


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