Just 1 folder not syncing with Files app on iPhone

[cbieregel]

Hi all... issue here: i have my DB account synced everywhere - mac, PC, iPhone, Ipad. I have one... just 1 single folder I cannot see if I browse my DB account using my Files app on my iPhone. I can see that single folder on my iPad, my mac, my pc, web broser obviously... it's just this 1 single folder that's missing in the Files app on my iPhone... any ideas??

thanks!

[Fiona]

Hello @cbieregel! Thanks for posting about this. 

Note Files app is not a location Dropbox syncs at automatically. The steps to add Dropbox to the Files app are outlined here: https://help.dropbox.com/installs-integrations/mobile/ios-files-app

If you have not taken the steps already it's quite likely that the folders you have in your iPad were manually exported from Dropbox. 

Now, if you have taken the steps, please let me know the version of Dropbox you have installed. 

Also let me know if you can see the folder in question in your Dropbox mobile app. 

Thank you! 

[cbieregel]

Hi Fiona,
thanks for the help. That is the way in which I added my DB account to the Files app on my iPhone.
On my iPhone I have DB version 162.2, on my iPad I have the same version. And yes, I can see this particular folder on my DB mobile app.
Gotta add, I think myself as an "above-average" user of technology si I know that DB does not sync automatically with the Files app, neither on the iPad, I know how to add/remove accounts, clear cache, etc. I can't understand why, following the exact same procedure, I can see this folder on the iPad, on my PC, on my Mac, on the internet browser, on a different internet browser but not the iPhone... blows my mind! haha...
Thanks for the help!

[Fiona]

Thanks for the additional info @cbieregel. Sorry for the basic questions but I want to make sure I understand the issue. Would it be possible to post a screenshot showing your view of things on one device and one on the other? 

Are you trying to view the folder from your iPhone browser or your Dropbox mobile app? 

[cbieregel]

No probs, you couldn't assume, you had to ask. 

Yes, pls see attached.

99,9% of the time I use Dropbox mobile app or iOS Files app. This issue is using only the Files app on iPhone. If I use the web browser (no good reason to do it), it shows the folder. It works in all possibilities but on Files app on iPhone.

Thanks!

[Fiona]

I can't thank you enough for the screenshots @cbieregel.

Please open the Files app on your device and press ‘edit’. Under locations you should see all available locations with Dropbox toggled on. Please switch this off and press 'done' and then back on and press 'done'. Reboot your device and let me know if the folder appears in this iPhone device. 

Looking forward to your response! 

[cbieregel]

Hi Fiona,

did exactly what you instructed, no result. Attached some new screenshots after the reboot. 

Any more ideas?

Thanks for your help!

[Fiona]

Hmm.  Very interesting. Thank you so much for the screenshots. 

Do you have more than one Dropbox accounts maybe? If you do have multiple accounts, can we make sure you are loged in with the same email/Dropbox account on both mobile devices? 

If this doesn't work I will create a ticket and investigate this further for you. 

Thank you for checking this for me. 

[cbieregel]

Hi Fiona, no, just 1 single DB account, cbieregel@gmail.com, the same account I'm logged in with in all devices and all apps (i.e. Files app and DB mobile app, iPhone and iPad). If you could proceed with the ticket, that'd be great thanks. Thanks a lot for all your support. All the best, Cristoph

[Fiona]

No worries. We will figure this out together. 

You got mail!