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DarranJ's avatar
DarranJ
Helpful | Level 5
5 years ago

Cannot access Shared Folder

Advice please,

I have been using dropbox without any issues for a long time, via my laptop, phone, tablet and dropbox.com, 24hours ago that all changed.

I have a shared folder with my partner, my partner did some housekeeping to tidy up the folder. Since then I have not been able to access many of the sub folders on my laptop. Neither my partner nor myself changed any settings to the folders or our individual dropbox accounts.

I can see all of the folders on dropbox.com, in the dropbox app on my phone and tablet but cannot see or access these folders via the desktop app on windows 10.

I have searched the online help, which suggests a syncing issue and to check that the folders are shared. We have checked they are shared and have made no changes to the application settings for syncing.

I then proceeded to delete the dropbox application and re-install it on my desktop to see if that improved the situation, re-installing using all the recommended settings. Things get stranger here, the dropbox desktop app that re-installed doesn't open up as an 'App' like it did before, it just opens the windows file explorer.

There hadn't been any software updates when this occured. We were both actually using dropbox when these issues occurred.  I have run clean-up tools and done a complete virus scan, etc. 

Any suggestions on what has gone wrong, and what I can do to access these files again on my laptop?  Whilst I can view/see the files on dropbox.com, phone and tablet. I cannot use them, as I need to use the software on my laptop to do this, these programs are not cloud based. 

 

Help!

Desktop
Share
Shared Folders
Sync
View
  • DarranJ's avatar
    DarranJ
    Helpful | Level 5
    5 years ago

    Additional information:

     

    I have also noticed that in the windows file explorer the icons have changed next to folders/files, some have a tick in a solid green circle, some have a green tick in a white circle. I also get the blue updating circle and there is the odd file that has a cloud icon. I only had the update icon and green circle icons before the above issues occurred.

     

  • rrmendez's avatar
    rrmendez
    Explorer | Level 3
    4 years ago

    I click on Shared Files and it freeze .. does not load have of he files already there .. I get a message that says " There is an error retrieving your account information " 

     

    also " something went wrong with your request refresh the page "  but nothing happen 

     

    please help on this 

     

    Thanks 

    • Megan's avatar
      Megan
      Icon for Dropbox Staff rankDropbox Staff
      4 years ago
      Happy Friday rrmendez, sorry to hear about this! 

      Have you tried accessing our website through a different browser? 

      If I were you, I'd also try clearing the cache of the current one.

      Can you give it a go, and let me know the results you find?
      • rrmendez's avatar
        rrmendez
        Explorer | Level 3
        4 years ago

        Hi .. lory 

         

        I cleaned the cache .. used another browser ... and nothing !! still the same problem . On the screen of " shared " i can see the Windows icon just going around and around trying to load files .. but nothing happens. 

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