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Forum Discussion

VillaTerrazza's avatar
VillaTerrazza
Explorer | Level 4
4 months ago

Vault will not re-open after timeout

When i open the vault, contents show just fine. After 10 minutes, Dropbix prompts a message that the vault needs the PIN re-entered to keep syncing. But when the PIN is entered, DROPBOX will never re...
Dropbox Vault
Windows
Walter's avatar
Walter
Icon for Dropbox Staff rankDropbox Staff

Hey VillaTerrazza - thanks for bringing this to our attention.

 

Could you maybe send us a screenshot of the error you get, and clarify the version of the Dropbox desktop app that's installed on the affected device?

 

Also, have you tried reaching out to our support team directly for further assistance since you first noticed this behavior?

 

Let us know more and we'll take it from there.

VillaTerrazza's avatar
VillaTerrazza
Explorer | Level 4
4 months ago

hi walter.

 

ok, i set up a controlled test:

 

Opened a word document.

saved it to Dropbox Vault.

made a subsequent change to it, but didnt save it. 

Approx 20 min later, Dropboix popped a dialog asking me to re-enter my vault password, which i did. It gave the same useless error message.

Dropbox windows client version: v205.4.5765

We have Dropbox Plus(2 Tb, of which i'm using 2% of total available storage.

Windows Version: Windows 11. Version 23H2 (OS Build 22631.3880)

Connected to a wired ethernet  (not WiFi)

 

Thats all the info i have. 

 

  • VillaTerrazza's avatar
    VillaTerrazza
    Explorer | Level 4
    4 months ago

    i should point out that after this error occues, the vault's behavior is illogical. All the files/folders show up in File Explorer, but when you click them, they disappear. (It was very upsetting the first time it happened; once i realized they really were not deleting, it was simply just lame. (I used to be a programmer).  If i try to save the file again, then Dropbox very unhelpfully creates a Vault (Conflicts) with the latest version of the file (not behind the vault password-protected wall.

     

    • Walter's avatar
      Walter
      Icon for Dropbox Staff rankDropbox Staff
      4 months ago

      Thanks for all the additional information and the screenshots too VillaTerrazza - much appreciated.

       

      At this point, I'd recommend getting in touch with our support team directly for further assistance with account and device specific information.

       

      Let us know of any updates! 

       

      • paul stuart's avatar
        paul stuart
        New member | Level 2
        4 months ago

        I too have the same issue. Has there been a result yet?

        The vault should be able to stay open for as long as you like as this closing is really sucks.

         

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