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Forum Discussion

cohenben's avatar
cohenben
Helpful | Level 5
7 years ago

Is there a fix if my Dropbox file download keeps failing?

Every time I try to download a file I get a failed status in Chrome or Safari. When I download in Firefox it fails, however Firefox allows me to "restart" the download and it begins again where it le...
Download
Error Messages
File access
Web
  • chrismonico's avatar
    chrismonico
    7 years ago
    Good news here, the problem has been fixed...I was able to download a 23GB file from the web @ a consistent 30mb/sec...took 13 minutes. Dropbox support emailed me this morning to let me know:

    We've had our engineers working on this and the good news is the problem has been fixed. Please check again and you should find that the correct modified time is now displayed on files uploaded via the Dropbox website.

    Sorry for any inconvenience this caused.

    Thanks everyone

cohenben's avatar
cohenben
Helpful | Level 5

This is almost certainly NOT from a connection issue on my end - I attempted the same download process from both home and office. At home I have Optimum and at the office we have Spectrum Business. So - let's rule that out.

 

Thanks for the response - to answer your questions:

 

  • What message or error do you get when the download fails?
    • In chrome - the error is "Transfer failed - network issue" ... in Safari and Firefox the transfers just fail. They are generic failure notification in each browser.
  • What device and operating system are you experiencing this on?
    • I'm on a Mac. Running Sierra. Latest versions of Chrome, Safari and Firefox.
  • What types of files are you seeing this with? 
    • Video files (.mp4) - file size range from 900 mb to 4.7 GB have been tested and have same result.
  • Where are the files being downloaded from? 
    • From my dropbox.

 

Sanchez's avatar
Sanchez
Icon for Dropbox Staff rankDropbox Staff
7 years ago
cohenben, thanks for getting back to me with that. Let’s go ahead and put you in touch with our support team. By submitting a ticket here, a member of our team will be able to have a look at your account through our support platform, and provide additional troubleshooting steps. 

Have a great weekend!
  • Sanchez's avatar
    Sanchez
    Icon for Dropbox Staff rankDropbox Staff
    7 years ago
    cohenben, were you able to get in touch with our support team? Have you resolved the issue? 

    Let me know.
    Thanks! 
    • chrismonico's avatar
      chrismonico
      Helpful | Level 6
      7 years ago

      I'm having the same exact issue when downloading files through the web larger than 1GB. Doesn't matter the browser or the OS...I've also tried from my home and here at work. I have a dropbox business acoount and only got it because of the abilty to download large files, and store a ton. This is extremely diasppointing becuase I cannnot rely on the one function I need the most. I already have a ticken open with tech support since last week and havent been able to resolve the issue. 

       

       

    • cohenben's avatar
      cohenben
      Helpful | Level 5
      7 years ago

      Sanchez, when I click that link I don't actually see anywhere to open a ticket - are you suggesting I email or chat with support?

      • cohenben's avatar
        cohenben
        Helpful | Level 5
        7 years ago
        update - yes - I have submitted a ticket.

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