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Forum Discussion
Search not working
Dropbox search can’t find anything. The files, however, are there. How can I make Dropbox find them or reindex them???
- Solved. Miraculously the search tool is finding files again after going on an unexplained weeks-long holiday.
If anyone else experiences this problem, try waiting it out. 🤷♂️
Walter
Dropbox Staff
Dropbox StaffHey mpintomali & Lorca55 - sorry to hear you're having issues with the search function in your Dropbox accounts.
Can you please send us a screenshot with a sample search term and the results you'd expect to find and clarify how long have you been having this issue?
Also, mpintomali if you could share your ticket's ID, it would help us locate it in our system.
Keep us posted!
Thank you for your reply, Walter. The search function is still completely not working on either phone or computer, and Dropbox customer service has been awful. It is now Tuesday and the problem started on Sunday. This is the ticket: https://www.dropbox.com/support/ticket/18158800 (there is an image attached). John, the Dropbox specialist, said it's a known issue but left open when it will be resolved. It's quite frustrating, since I feel like I'm paying for a service that I'm not receiving and that I very much need. The search function has worked flawlessly for years, and I've searched for numerous files and folders. Now, anything I search comes up as "No search items found" (computer) or "No results" (phone).
If there is anything you can do to assist, I would be deeply appreciative. Thank you.
- Walter
Thanks for the ticket ID mpintomali
I looked it up in our system and passed your comments on to the expert who's handling your case.
You should be hearing from them soon, but please let us know if you have anything else to add in the meantime.
Hi Walter,
Thank you so much.
It's still not working and it's a frustrating situation, since it's now Tuesday afternoon. Sometimes the search results give a bizarre set of documents (just a few results and only from recent dates), but mostly it's "no results found" over and over again. So the problem persists. John the specialist wrote back but very briefly. This is what he said:
"I just wanted to update you and let you know our engineers are still working on this. I'll get back to you as soon as I have more information."
You can see the ticket for his full message, but that's the essence of it.
I hope you can reach out to the engineers and please convey to them how disruptive this is. I cannot do my work properly without this search function.
Your help is greatly appreciated.
Sincerely,
Michelle
