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Doug K.17's avatar
Doug K.17
Helpful | Level 5
7 years ago

See folders on website but not laptop

I havent been on Dropbox for about a year, I consult witha company tht has a Business account. The gentleman I work with at the company created a new folder and shared it with me. I can see it on the...
Desktop
Sync
Web
  • Lusil's avatar
    Lusil
    7 years ago
    Hey there Doug K.17. 
     
    As per your question concerning selective sync, please note that you can manage your files and folders with this feature via the Dropbox desktop app. And, indeed, Smart Sync does come with the Dropbox Business subscription. For more info on what each plan offers, check out this page. 
     
    As per your concern, I’m going to mention a slight checklist below, bare with me and we’ll take it from there. :upside_down:
     
    First, can you please check if you’re connected to the same Dropbox account that you see on your plan page across all your devices? You can see which email address is linked to your Dropbox desktop app by clicking on the Dropbox icon, selecting the gear icon and navigating to your Account tab in Preferences. 
     
    Furthermore, when you click on the Dropbox icon, what does the status read? If you don’t see the Dropbox icon, please try downloading the latest version of the Dropbox desktop application. 
     
    Finally, could you please see if you have any incompatible characters by running a bad file check?
     
    Thanks in advance!
Lusil's avatar
Lusil
Icon for Dropbox Staff rankDropbox Staff
Hey there Doug K.17. 
 
As per your question concerning selective sync, please note that you can manage your files and folders with this feature via the Dropbox desktop app. And, indeed, Smart Sync does come with the Dropbox Business subscription. For more info on what each plan offers, check out this page. 
 
As per your concern, I’m going to mention a slight checklist below, bare with me and we’ll take it from there. :upside_down:
 
First, can you please check if you’re connected to the same Dropbox account that you see on your plan page across all your devices? You can see which email address is linked to your Dropbox desktop app by clicking on the Dropbox icon, selecting the gear icon and navigating to your Account tab in Preferences. 
 
Furthermore, when you click on the Dropbox icon, what does the status read? If you don’t see the Dropbox icon, please try downloading the latest version of the Dropbox desktop application. 
 
Finally, could you please see if you have any incompatible characters by running a bad file check?
 
Thanks in advance!
Doug K.17's avatar
Doug K.17
Helpful | Level 5
7 years ago

Hi Lusil,

 

Thanks for your response. Through a derivative of what you shared I did get selective sync working on my laptop. When I reinstalled DropBox and changed the setting to Local and then turned off most folders in selective sync and judt kept the few I need on this phase of the project. By only selecting a couple of folders to sync I saved my hard drive from being overloaded.

 

As to what plan my company has I don't know, we have been using Dropbox for about 5 years and we do have unlimited space. I emailed the company plan admin the things you suggested we try, she has the privlidge to check them. I think we may be grandfathered in to have Smart Sync for all our users but will get a difinitive answer from our admin hopefully today.

 

Thanks again.

 

Doug

  • Lusil's avatar
    Lusil
    Icon for Dropbox Staff rankDropbox Staff
    7 years ago
    Hi Doug K.17, that’s not a problem! 
     
    When you’ve got any update on the matter, don’t hesitate to get back to me. In the mean time, have a great day ahead!
    • jgrbic's avatar
      jgrbic
      New member | Level 2
      6 years ago

      I have the same problem and don't see any solution posted here! if someone could help that would be great thanks!

      • Walter's avatar
        Walter
        Icon for Dropbox Staff rankDropbox Staff
        6 years ago

        Sorry to hear that jgrbic.

        Could you please let me know the following for troubleshooting purposes?

        1. The status of the desktop app on your computer(s). Click below to see more:

        Spoiler

        You can always look at the Dropbox icon in your taskbar (Windows) or menu bar (Mac) and see if it is done syncing. When Dropbox is fully synced then you should see a tick followed by the words “Up to date” on the menu.

        If you do not see this then can you please let me know what the message being displayed reads?

        2. If there are files in your Dropbox that may have problematic file names, by giving our lookup tool a go from the following page directly:

        3. If there might be an incompatible character within your file or folder names:

        Thanks in advance!

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