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corakat's avatar
corakat
Helpful | Level 5
3 years ago

File A > "save as" > File B > "replace": This should work even if B is a cloud file

Hi!   I normally reassure our users that they can interact with Dropbox files "normally" without worrying too much about what's synced where (local or cloud), since Dropbox takes care of everythi...
Desktop
desktop app
Mac OS
Setting up the apps
Sync and upload
Syncing
  • corakat's avatar
    corakat
    3 years ago

    Hi Walter,

     

    I'm running Dropbox 145.4.4921 and I have "Your files are up to date."

     

    I don't see my initial attempted edit to File B on the events page. But, in Finder on Mac, the timestamp on File B updated when I tried to overwrite it. It's just that the file stayed in the cloud, and the file size remained "0," so the actual edits were lost.

     

    Later on, in consultation with Dropbox support, I manually local-synced File B, and then again attempted to overwrite it by editing File A in Photoshop and using "save as . . ." That worked, and that appears on the Events page. It just seems like an odd first step to have to take.

     

    Thank you!

     

    Karen

Nancy's avatar
Nancy
Icon for Dropbox Staff rankDropbox Staff

Hi ppadmin, I’m sorry to hear you’re facing this issue. 

 

Can you let me know what’s the app version of the Dropbox app on the devices you’re having this issue? 

 

I’d like us to investigate this further.

ppadmin's avatar
ppadmin
Collaborator | Level 8
3 years ago

A ticket is open. Ticket #18622008

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff
    3 years ago

    Hi ppadmin, thanks for the ticket ID, we can see that this has been forwarded to a specialist team to look into further.

    • ppadmin's avatar
      ppadmin
      Collaborator | Level 8
      3 years ago

      Jay Unfortunately after 2 weeks I haven't gotten anywhere with tech support. The case was passed off a couple of times to what I thought was higher tier support but I'm still just getting generic troubleshooting suggestions like disable anti-virus, check firewall, etc, etc. This is a specific issue that has nothing to do with any of that. It's easily reproducible but I'm getting the impression that no one on the case has bothered to try at this point. I included a screen capture video in the case notes showing exactly what happens. This really needs to be escalated to a team that can do actual troubleshooting and interface with the development team. Are you able to make that happen?

      • Jay's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff
        3 years ago

        According to the ticket, you're already in contact with a specialist team. They're the ones who would be able to assist further on this matter.

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