Available Offline not working on my Windows 11 laptop, I have a brown box icon

[sydneyli]

Hi, everyone,

I am using a thinkpad T480s with Win11.

My files in dropbox bear the a 'file box' icon and cannot be open when off-line. 

Some suggests it is because of ONEDRIVE. However, after quitting ONEDRIVE the issue remains. 

I uninstalled DROPBOX and then re-install but no use.

I tried previous version DROPBOX but no use.

Also DROPBOX options disappeared in context menu.

pls help.

 

[Jay]

Hi @sydneyli, thanks for bringing this to our attention.

This icon would be from OneDrive, you can see more about this icon on this thread.

If you have any further queries, feel free to message back.

[sydneyli]

No, it is not simply a ONEDRIVE issue.

If you have ever read the thread yourself you will see if not merely a ONEDRIVE issue. Some do not have ONEDRIVE on their computer but still have the same issue.

[Hannah]

Hey @sydneyli, I saw that you posted on a different thread, that you reached out to our support team; can you please give us the ticket number for that communication?

[sydneyli]

#24035276 

[Nancy]

Hey @sydneyli, sorry for jumping in. I could find your ticket in our system and I’ve left an internal note on your behalf to our team. Please check their latest reply, when you can.

[JohnnyDogman]

Sorry to hear about the trouble you're having. Here are some steps to try and resolve the issue:

1. Check Smart Sync Settings:

   • Ensure your files are set to be available offline.
   • Right-click on the Dropbox folder or file and select Smart Sync > Local.

2. Update Dropbox:

   • Make sure you have the latest version of Dropbox installed.
   • Go to Dropbox Download to get the latest version.

3. Reinstall Dropbox:

   • Uninstall Dropbox again, making sure to remove all related files.
   • Reboot your laptop and then reinstall Dropbox.

4. Clear OneDrive Integration:

   • Go to Settings > Apps > OneDrive and disable or uninstall OneDrive to ensure it doesn’t interfere.

5. Check Windows Settings:

   • Open Settings > Storage > Storage Sense and ensure it’s not set to automatically free up space by making files online-only.

6. Enable Dropbox Context Menu:

   • Ensure Dropbox context menu options are enabled. Go to Dropbox Preferences > General and check Show Dropbox as a folder.

7. Set Folder Permissions:

   • Right-click the Dropbox folder, go to Properties > Security, and ensure you have full control permissions.

8. Check Offline Availability:

   • Right-click on the Dropbox folder, select Always keep on this device from the context menu to ensure offline availability.

If these steps don't resolve the issue, it may be worth contacting Dropbox Support directly for further assistance.   I hope this helps!