Error 500 attempting to access shared files

[agee]

Hello,

I signed in to see a shared file and I get the Error 500

Error (500)

Something went wrong. Don't worry, your files are still safe and the Dropboxers have been notified. Check out our Help Center and forums for help, or head back to home.

_________________

I cleared cache and also tried incognito mode (using Chrome.)

I've accessed one of these files before without a problem. The other one is brand new. I only have 2 shared files. The problem just started.

Thanks!

[Lusil]

Sorry to hear that, @agee. 

First of all, thanks for carrying out some initial troubleshooting steps (awesome work!) but could you please clarify for me if you’ve also tried another browser by any chance? 

Thanks in advance!

[agee]

Hi Lusil,

Thanks for the response.

Yes, I have tried in Edge browser with same result.

I could note that the two shared files were shared with my other email address (not associated with my account). I clicked the link that said to share it with my account. That worked the previous time, when I got the first file. Both files are showing up in my account but I'm getting the 500 Error when I click either of them.

[Lusil]

Thanks for the description here, @agee. 

Just to clarify, are the files in questions individual shared files, shared with you via a shared link, or are they within a shared folder? If they are in a shared folder, are you able to download them locally and open them? Could you also let me know the file types in question?

Thanks again! 

[BuyiswaPhakathi]

Also having the same issue with 4 shared files that I've always been able to access before.

[Lusil]

Hey @BuyiswaPhakathi. 

Could you also confirm that you’ve tried switching to another browser or incognito too? Also, are these files in a shared folder or individually shared with you? Are you able to download them and access them locally? Finally, if you’re getting an error as well (be it the same or different), could you send me a screenshot of it (omitting personal info)?

Cheers! 

[agee]

Hi @Lusil, They are individual shared files. They are not in a folder. File type is mp4.

[Lusil · Accepted solution]

Thanks for confirming that for me, @agee. 

In order to further investigate, I’ve sent you an email to the email address associated with your Forum profile due to account-specific info that’s required on the matter. Please check your inbox for my latest message. 

Cheers!

[Walter]

Hey there fellas (@BuyiswaPhakathi & @agee) - just following up on this one as I was wondering if you managed to resolve your concern(s) in the end and if so, what was the process you followed.

Thanks in advance!

[BuyiswaPhakathi]

Hi there.

Nope..never resolved it. Ended up asking for the folder to be put in another shared drive.