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folders in via web access don't show in app?

Explorer | Level 4

Hi 

We had folders that we could view on the app and via the web page but now they've disappeared on the app but still show on the web page? Also I looked in selective sync on the app but they show there ok? Can you help?

Mr P

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Re: folders in via web access don't show in app?

Super User II

@MrPP wrote:

... they've disappeared on the app but still show on the web page? Also I looked in selective sync on the app but they show there ok?


Do those folders use any characters that would be considered incompatible with your operating system?

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Re: folders in via web access don't show in app?

Explorer | Level 4

Hi Rich, while they do have a full stop in them (Not at the end) there are other files with the same which do show. eg

Online....

1. HR files 

2. Finance Files

3. H&S Files 

 

On App...

2. Finance Files

3. H&S Files 

 

I tried changing the numbers for letter to no effect.

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Re: folders in via web access don't show in app?

Dropboxer
Hey @MrPP,
 
Could you try clearing the app’s cache as a first step to see if this helps to resolve the issue? you can do so with these steps:
 
1. Open the Dropbox app on your device.
2. Tap the Account tab.
3. Tap the gear icon in the top left corner.
4. Select the option to Clear cache”.
 
If this doesn’t resolve the issue, can you just double check for me that you are signed into the same account on both the mobile device and website?
 
Let me know what you find - Cheers!



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


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Re: folders in via web access don't show in app?

Explorer | Level 4
Hi Daphne. It’s not on the mobile app that we have the issue. It’s on the desk top app in windows. We’ve all downloaded Dropbox on our windows pcs but going via that we can’t see those folders. Yet going via the browser we can see them.
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Re: folders in via web access don't show in app?

Explorer | Level 4
The accounts are the same on both. It happens with all of our accounts.
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Re: folders in via web access don't show in app?

Super User II

I don't know if it's just how you entered the folder name here, or if it's a direct copy and paste, but the HR files folder you have listed above has a space at the end of the folder name, and that will prevent a folder from syncing.

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Re: folders in via web access don't show in app?

Dropboxer
Hey @MrPP, apologies for my misunderstanding there!
 
What @Rich mentioned in this case is correct, that indeed a space at the end of the word can also prevent syncing. I’d strongly recommend clicking the below link which will search your account for “bad file names” and notify you also of the issue with its name:
 
 
Hope this helps - Thanks!



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


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Re: folders in via web access don't show in app?

Explorer | Level 4

Thanks for that Daphne and Rich.

The actual file name was

 

1. Fixed Wire Test Cert.

 

Since removing the "." on Cert. the file is now visable!

 

Thanks for your help!relieved face

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