We are aware of the issue with the badge emails resending to everyone, we apologise for the inconvenience - learn more here.

Forum Discussion

MikeA01730's avatar
MikeA01730
Explorer | Level 4
7 years ago

Folders made available offline were not downloaded

Hi,   This weekend I thought I'd test the Dropbox Available Offline feature by storing travel documents there.  On my PC I created a new folder and populated it with some PDFs.  On the Dropbox ap...
Mobile
Setting up the apps
  • Jane's avatar
    Jane
    7 years ago
    Hey MikeA01730, thanks for your cooperation, I’m just updating the thread here with the latest update from our team specialists, so as to have it for future reference. 
     
    When Offlining files, you may keep in mind that a yellow icon will appear next to them if they’ve been updated in the meantime, as Norah mentioned above. Once you click on this, it will then update the file to the most recent version and make the latest version available offline. In the event that the device isn’t connected to wifi/cellular data, you’ll need to wait until you have internet connectivity to download and view these files.
     
    I would suggest making sure that your offline files are up to date when you plan on using the offline files feature.
     
    Once again, thanks again for checking in with us on the Dropbox Forum & don’t hesitate to post away at any time in case you have further questions or you’d like to share your thoughts in the future. Take care! 
Norah's avatar
Norah
Icon for Dropbox Staff rankDropbox Staff
 
Hi MikeA01730, welcome to Dropbox Community!
 
When you see a yellow exclamation point icon it means that there is a newer version of your folder available. Tapping the refresh icon on iOS or Update all button on Android will sync these changes. This may happen sometimes when a newer version of your folder is available trying to sync. It could also mean that your folder might not have been fully downloaded.
 
Let me know if this helps!
MikeA01730's avatar
MikeA01730
Explorer | Level 4
7 years ago
Noah,
 
I'm still confused.  First, there's only been one version of any of these documents.  I viewed several but not all of the documents at home.  Also I was home for over 24 hours before leaving on the trip using my phone and connected to a good WiFi connection.  When I left I'm sure that some of the documents were available and I'm sure that there was adequate bandwidth and time to have downloaded all of them.  When I viewed some of the documents later when traveling the only reasonable explanation I can think of is that I viewed a different document than what I viewed at home and that Dropbox hadn't been trying to download the documents that I had not previously viewed. 
 
If that thinking is correct then it appears that to ensure that this feature works reliably I need to view each document after I mark it as Available Offline.  You mention tapping the Update All button on Android, which I assume would do the same thing.  
 
I just Googled and found a description of the feature here: https://help.dropbox.com/sync/access-files-offline .  Under the Android section is says:
"Specifically, making a file available offline: 
    ...
    Saves the file to your Android device for offline viewing within Dropbox
    Attempts to keep the file as up-to-date as possible and gives you the option to update the file manually
    Ensures that any changes you make to the file while offline will be synced to your Dropbox account once you have a connection again"
 
So to me it seems like Dropbox isn't doing these things.  Do agree that the documentation and behavior don't agree?  If so maybe I'll send Dropbox a problem report, unless you tell me that I'm doing that right now.  
 
Thanks,
Mike
  • Minato's avatar
    Minato
    Icon for Dropbox Staff rankDropbox Staff
    7 years ago

    Hey MikeA01730,

    This issue seem that requires some additional investigation.

    Can you create a ticket so we can investigate and ask for information best not shared in a public enviroment?

    After you create the ticket, let me know of the ticket number.

    Thank you in advance!

    • MikeA01730's avatar
      MikeA01730
      Explorer | Level 4
      7 years ago

      Minato,

      I followed your link, clicked email, and followed the prompts to create a ticket.  When I clicked on OK (or Send, or whatever) it paused a while and then returned me to the main screen with no message, no ticket number, no nothing.  Also I received no email.  Did I sent the ticket or do I need to do this again? 

      Mike

      • Minato's avatar
        Minato
        Icon for Dropbox Staff rankDropbox Staff
        7 years ago

        Hey MikeA01730,

         

        I have located the ticket you created and we shall investigate the issue, as soon as possible!

        The reply will come the email address of your account.

        Let me know how it goes!

About Apps and Installations

Have a question about a Dropbox app or installation? Reach out to the Dropbox Community and get solutions, help, and advice from members.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!