Dropbox says another user is viewing/editing a file, but he is not.

[RailingSystems]

When I open some of my company's Excel files, Dropbox's badge indicates my coworker is viewing and/or has unsaved changes. But looking at his PC, he doesn't have Excel open and the Excel lock files are not in the directory with the original files. 

Any suggestions?

[Jane]

Hey RailingSystems, 

Great question, I’d be glad to investigate some possible causes with you. 

Just as a point of reference, could this user have got multiple devices connected to his/her account, hence accessing the files from a different location? 

Secondly, I'm afraid to say that maybe some users in your team share credentials, so this might appear confusing on your end. 

To clarify this, you could create an Activity audit for the file in question through the admin console, that would definitely shed some light on the case. 

If you need more details, please let me know here! 

Warm regards, 

JaneA 

[RailingSystems · Accepted solution]

I stopped and restarted the sync on the other's PC, and that seemed to fix the problem. But that was a sort of desperation move, as the Dropbox app and token on the file said that all files were synced. Still curious how it could happen, but I am restored to functionality.

[DenDiMarco]

I have the same symptom in that Dropbox incorrectly says an unsaved version of a file exisits, but the file has been saved and closed by the person it identifies. This just started yesterday.

How does one stop and restart the sync process? (I don't have a Dropbox icon in my system tray - maybe because of a 20 GB Dell offer Dropbox Tray icon, which I didn't need since I already have a popaid 1 TB subscription to Dropbox - and which I uninstalled just now.)

If posisble, please replt yo [personal information removed by moderator for security reasons]

I've tried to attach a png of the incorrect message, but it appears to have casued "an unexpected error".

[lucypartyton]

We also have had this error messages starting just over a week ago. Very annoying and each time it is a false alarm. How can we avoid it please? Thanks

[Jane]

Hey @lucypartyton, thanks for posting your question on our Forum!

As I’d like to help you on the matter as much as possible, I’ve located your previous discussion on our system & I’ve prioritized your request internally. Since my colleague has direct access to your account-specifics, they could help you more closely, so you may include all relevant information on that email chain. 

I hope that this is-even slightly- helpful to you & please do let me know here in case you need further assistance in any way & I’ll check back with you asap. Thanks again & I’m wishing you a wonderful week ahead! 

[ChloeBush]

Hi,

We are having a similar issue which is causing some frutsrations, what do we need to do to get someone to take a look at the logs or do I get  the logs and send to you guys?

Thanks

Chloe 

[lucypartyton]

Good luck Chloe. We have reinstalled Dropbox but are no further to a solution unfortunately. If you do make progress, can you reply here, as I have been travelling so been fairly slow on following it up, but it still happening and very annoying! Many thanks, Lucy

[Jane]

Hey Chloe (@ChloeBush) sorry to hear that this isn’t working for you as expected. Because I’d like to expedite matters for you as much as I can, I’ve made sure to create a support ticket on our system on my end, so that we examine a specific example together. 

Whenever you find some time, please check your inbox for my email & I’ll make sure to promptly get back in touch with you asap. Thanks! 

When it comes to your requests on our system Lucy (@lucypartyton), I can see that your previous correspondence was automatically closed internally (which is expected & perfectly understandable, as you’ve mentioned that you’re currently travelling), though we’ve made sure to forward your newest ticket to our team specialists, in order to follow-up from where you had left off. You may expect a reply on that correspondence soon & rest assured that they’ll help you find a solution asap. 

I do really hope that this gets clarified soon for you & I’m also here in case I can be of assistance in any way. Happy Friday to both! 

[GloriP]

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@Jane wrote:

Hey Chloe (@ChloeBush) sorry to hear that this isn’t working for you as expected. Because I’d like to expedite matters for you as much as I can, I’ve made sure to create a support ticket on our system on my end, so that we examine a specific example together. 

Whenever you find some time, please check your inbox for my email & I’ll make sure to promptly get back in touch with you asap. Thanks! 

When it comes to your requests on our system Lucy (@lucypartyton), I can see that your previous correspondence was automatically closed internally (which is expected & perfectly understandable, as you’ve mentioned that you’re currently travelling), though we’ve made sure to forward your newest ticket to our team specialists, in order to follow-up from where you had left off. You may expect a reply on that correspondence soon & rest assured that they’ll help you find a solution asap. 

I do really hope that this gets clarified soon for you & I’m also here in case I can be of assistance in any way. Happy Friday to both! 

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I am having the same problem, is super annoying. What can I do?