Smart Sync and Quick Preview on Mac

[Andrew-RFLB]

Smart Sync causes my quick preview function (spacebar) to not function properly on my Mac. I can't preview thumbnails, or quick preview any videos or photos. Any ideas why this happens?

[Jane]

Hey there (@Moonlet), let me quickly re-phrase that the issue described here pertains to previews not loading while utilizing Quick Previews after the files have been set to Online-only :cloud: & converted back to Local . While I’ve tried to explore whether this scenario applies, I haven’t been able to gather the relevant feedback & findings, in order to submit this report to our specialized team. If you’ve gathered any relevant info, I could reach out to you via email directly, in order to investigate in a bit more depth together.

Please do let me know how you’d like to proceed in your next post & I’ll follow-up with you asap. Thanks again!

[Moonlet]

Hello Jane,

Yes of course. My email is [personal information removed by moderation for security reasons] (as written).

Now, as several others have quite clearly indicated in this thread the problem is this: once Smart Sync has been enabled, the Mac Quick Preview function, no longer works for either remote or local files in or out of the local Dropbox folder. Restarting the Finder (either through a terminal command or by 'Force Quit') will temporarily restore the function but if you should venture to preview a remote (cloud-only) Dropbox image file again, the functionallity will stop working.

Judging by the thread of comments, the problem seems to occur irrespective of Mac OS version or Dropbox version. Indeed, I have a 2011 Macbook running High Sierra and a 2013 Macbook Air running Mojave and the problem is the same.

PS. The ability to preview remote files is, I would suggest, an essential function, otherwise the benefit of remote file pointers under Smart Sync is questionable.

[Jane]

I appreciate your speedy reply @Moonlet! Please note that I’ve slightly modified your post, removing any personal info, as per our Community Guidelines.

That said, following your request here I’ve sent you a brief message on the email connected to your Forum profile (gathering all the details you've included on this conversation), so as to investigate the behavior you’ve described on this thread in a bit more depth.

Whenever you find some spare time, please check your inbox for my message & I’ll make sure to promptly follow-up with you asap. I hope that this is- even slightly- helpful to you & I’ll be awaiting your next reply on our email correspondence!

[Ideal1]

Any solution?

[Moonlet]

No solution and no acknowledgement that the problem exists – so far – but I'm in touch with Dropbox support by email so progress is being made which I gratefully acknowledge.

Dropbox we all expect so much more from you.

Here's how to recreate the problem:

1. Install Smart Sync on any Mac.
2. Quick View any remote (Online only) image file. You'll see a reduced thumbnail preview (which we love and is an essential part of the service!).
3. After 10 'Quick Views' of remote files the Quick View function will stop working for any file regardless of whether the file is remote or local or whether it is contained within the Dropbox folder at all.
4. Re-launch Finder using either Force-Quit or a Terminal kill command.
5. Quick View is restored unless you attempt step 2 again!

Thank you Dropbox.

PS. Please, please remove the 'solved' tag on this thread. It is most certainly not.

[gleake]

Any update here? I'm experiening the same problem descrobed by @Moonlet and many others on this forum.

[Jane]

Hey there (@gleake), while I don’t currently have a resolution on the issue described above, I’m gathering all relevant reports & I’m forwarding them to the relevant team for further evaluation & review. 

As you mentioned that you’re currently facing this issue on your end, I’ve sent you a brief message on the email connected to your Forum profile (that’s because I’ll need to have direct access to your account  specifics to further address this). You may have a look at your inbox at your earliest convenience if you’d like us to work on that together. Thanks in advance & I’ll be awaiting your next reply!

[Amy P.5]

Dropbox support is literally the worst. I have been a paid user for many years but recently decided to downgrade to the "basic" plan without selective sync because of this.

[User4759]

Same here, only I downgraded to not being a paid user. If we can't get support, then obviously they don't want us as customers. Now my Mac is running so much better and I'm just using an NAS and cloud backup for less than I was spending on Dropbox.

[Jane]

Hey there (@Amy P.5) & (@User4759), sorry to hear that your feeling this way & I appreciate the time you devoted in detailing us your thoughts. Since we’re always aiming to provide you the best support possible, I understand that you still need assistance & I’m here to drive this conversation to a productive outcome.

Following your comment here, I ran a search on my end, I’ve located your latest open request on our system & I can see that it’s already reached our specialists’ inbox, so you may expect a reply from them on that email chain soon. I’ve also included a copy of your comments there & I’ve increased your support priority internally, so you may expect a reply on the matter soon.

When it comes to your inquiry (@User4759), I reviewed our discussion back in July & I can see the last time I touch-based with you I was expecting an update on your end (i.e. I could see that I was also exploring your reports at that point, in order to understand where the issue lies). In any event, I’m reaching back out to you as I’m following this conversation closely & I’d like to echo my previous posts that I’m gathering all relevant reports for further review. Would it be okay if I sent you a brief message on the email address connected to your Forum profile, in order to investigate the behavior in a bit more depth? 

Thanks to both for sticking with me & I’m looking forward to seeing your next updates or thoughts!