Folder made available offline not downloading

[CraiulLup]

I have a folder in my Dropbox that contains ~9627 files and ~50 GB, which is under the 10000 files/100GB limit imposed by Dropbox for Offline folders.

When I try to mark this folder as Available Offline on my phone, I get a notification from my Dropbox mobile app saying:

"We can't make this folder available because it contains more than 10000 files"

But as seen in the attached, that is simply not the case.

If it makes any difference, my mobile is a Huawei P20 Pro and I currently have 116 GB of free space on it, so that should not be an issue either.

Any ideas?

[Mark]

It maybe worth logging a ticket CraiulLup as I'm wondering if it is actually counting the folders as part of the 10,000 (which I know the help article does not state, but combining your files and folders does take you over that 10,000 limit).

[CraiulLup]

Hi Mark,

Thanks for giving me the idea. I looked into that by removing some of the folders so the total count stays under 10000.

Then I went into the app again and it started trying to reload (blue icon) and then stopped (red icon).

The error shown was the same, folder contains more than 10000 files.

Here's the actual folders and files count for that folder, we I know that's not the case.

[CraiulLup]

I sent a ticket to the Support team via email, if that's what you meant.

Thanks Mark!

[Mark]

It is yes - you have done all of the testing I would do here if I'm honest (I'm not a Dropbox employee so can only advise on things), but it seems to be under the 10k limit and you tried the folders thing so we can rule that out.

Looks like a possible bug.

Just as a side note, once you've logged the ticket you can track it at http://dropbox.zendesk.com

[Lusil]

Hi @CraiulLup!

I just wanted to let you know that I was able to locate your open request from my side and I can see that a colleague has gotten back to you there. Please check your inbox for their latest message. 

Cheers! 

[CraiulLup]

Hi Lusil,

Thanks, I am working with Eldwin on that 🙂

Should I mark this as closed or can you?

[Lusil · Accepted solution]

Hey @CraiulLup, if you’d like to mark a post as a solution, go right ahead.