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iOS Files App Favorites Folder Disappear

iOS Files App Favorites Folder Disappear

FrankieT
Helpful | Level 5

On both my iPad and my iPhone, when I mark a folder from Dropbox or any other cloud service as a “Favorite”, it shows up in my favorite list in the Files app, but if I switch apps or close the files app, when I reopen it, the folder disappears from the favorites list.  

129 Replies 129

Re: iOS Files App Favorites Folder Disappear

Lusil
Dropboxer

Hi @FrankieT!

Could you please clarify if you're referring to starring files by any chance? Are you seeing any errors before or after they disappear? A screenshot (excluding personal info) of the behavior you're experiencing would also be very helpful so as to have a better understanding of your concern. 

Thanks in advance!


Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: iOS Files App Favorites Folder Disappear

FrankieT
Helpful | Level 5
its When I favorite a folder by using a long click and selecting favorite

If you go back to the main files app screen, it lists all you cloud services, then your favorites, then your tags.

When you first favorite the folder it appears in the favorite list; when you close the app and reopen, it no longer shows in the favorite list. Favorited Folders from iCloud Drive will remain, but any other cloud service folders disappear

Re: iOS Files App Favorites Folder Disappear

Lusil
Dropboxer

Thanks for getting back to me on this, @FrankieT

The first thought that comes to mind is that if you're trying to sync Favorites from the iOS mobile app to the Files app, then this isn't currently an option

However, if this isn't exactly what you've been doing, then we can go to email so as to have a more in-depth look into this. In this case, I can contact you directly to your Forum profile. 

Let me know how you'd like to go about this!


Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: iOS Files App Favorites Folder Disappear

f1rstmistake
New member | Level 2

Hi,

if if you try to follow what Frankie is telling, you should be able to understand the issue. It’s not syncing favorites, it happens on same device.

1. From iOS Files app, long tap on Dropbox folder and select Favorite. It should appear uneed Favorites on side pane.

2. Now force close Files app and restart Files app, the folder under Favorites is now gone.

This doesn’t happen if I favorite folder on Google Drive or iCloud. Only happen to Dropbox folder.

Please try not just to response, but spend time to understand the issue.

Best,

Joe

Re: iOS Files App Favorites Folder Disappear

Lusil
Dropboxer
Hey there Joe, 
 
If you’re also having a similar experience, I’d recommend taking this discussion to email due to sensitive info that’ll be required to further investigate on the matter. In this case, I can contact you to the email address connected to your Forum profile. 
 
Let me know if you’d like to proceed as such and I’ll make sure to get back to you as soon as possible. Thank you in advance! :slight_smile:

Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: iOS Files App Favorites Folder Disappear

f1rstmistake
New member | Level 2
Hi Lusil, yes please. Thank you.

Re: iOS Files App Favorites Folder Disappear

Lusil
Dropboxer
No problem, @f1rstmistake
 
I’ve sent you an email to the email address associated with your Forum profile, so please check your inbox for my latest message and we’ll take it from there. 
 
Cheers! 

Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: iOS Files App Favorites Folder Disappear

FrankieT
Helpful | Level 5

I actually have a screen recording from my phone which shows the exact problem.  But to re-clarify.  When I find a folder that I would like to put into the favorites list, I mark it as a favorite and it appears in the list.  If i get out of the files app and go anywhere else, when I get back in, it is no longer shown in the favorites list.

Re: iOS Files App Favorites Folder Disappear

Lusil
Dropboxer
Hey @FrankieT, I’ve sent you an email to the email address that’s under your Forum profile so as to look into this matter together. Please check your inbox for my latest message. 
 
Thanks! 

Lusil
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
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