Issues with File Requests: "Something went wrong, but we think it was a fluke. Try again."

[Frostbytes]

For the last two weeks, file requests fail when clients send us files, with both Mac and PC on multiple days.  The same file requests previously worked, as recently as three weeks ago.  

The clients send a combination of about 750 MB of folders and files.  Dropbox indicates to them that the upload completed successfully.  We receive the usual email from Dropbox that the uploads completed successfully.  But when we download the files, only about 75 MB are downloaded.

We've had to resort to both clients using WeTransfer to send us the files instead.  Same clients, same files, same network connections.  With WeTransfer, everything works 100% of the time.  With Dropbox file requests, it fails 100% of the time.

Dropbox support has been inept and infuriating.  They claim everything is working fine.  Dropbox "advanced" support says the same thing.

Multiple errors like these appear on the file requests.  The do not go away. They are clearly not "flukes".  Support refuses to address why these errors appear.

Is it time to give up on Dropbox?  We've been unlimited users for many years but this is a breaking point.

[Jay]

Hi @Frostbytes, thanks for messaging the Community.

We've not received any reports similar to this recently. As you're already in contact with the support team, we wouldn't be able to provide any different information, since they would have more access to account-specific details.

I'd recommend continuing with them directly for them to investigate further.

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

[Frostbytes]

There are several problems here:

1. Dropbox support has been incredibly unhelpful.  As someone who worked in IT, communicating with your support ranks up there among the worst support experiences I've seen after working with dozens and dozens of vendors.
2. Dropbox support has been slow to reply.  This is mission-critical usage, so we have a Business Advanced plan.  Waiting several days for your support to reply is a show-stopper.
3. After already wasting an hour of pointless troubleshooting steps with your support, "advanced" support expects us to document numerous other steps.  We are in our busy season of 15 hour days.  Our business is not troubleshooting issues with Dropbox.

I'm posting here hoping that someone who is resolution-focused can intercede.  Otherwise, I think we're done with Dropbox.

I've been a fan of Dropbox for many years, and we spend a considerable sum on our Dropbox plan every year.  I've always been surprised at the number of comments from colleagues about how much they dislike Dropbox, but after this experience I'm beginning to understand.

Issues happen.  What matters is how a vendor deals with them.  In this case, the response from Dropbox has been a disappointing failure.

[Hannah]

Hey @Frostbytes, thanks for your feedback here.

We appreciate you taking the time to let us know what you think; rest assured that your comments have been noted.

Can you give us the ticket number for your communication with our support team, so we can take a look?

[Numbersguy7777]

Hannah I am having the same issue "something went wrong, but we think it was a fluke. Try again"

Issue is across different types of web browsers as well, cannot access files that were uploaded to me in a File Request.  

What is the resolution?

[Megan]

Hey @Numbersguy7777, sorry to hear about that! 

When did this start happening? Also, have you tried an incognito tab, without any plug-ins or extensions? 

Let me know more, and we'll take it from there! 

[Numbersguy7777]

just tried in an incognito tab in Mozilla Firefox.  same error.  Just started happening in the past week.

[Numbersguy7777]

just also tried in Chrome private tab, same error.   Can you provide a phone number for me to call?

[Megan]

I see, thanks for your speedy reply @Numbersguy7777!

That's odd indeed. As for phone Support, it's only available to Business admins.

You can see more in regards to your Support options here. You can try contacting our Support about this, or if you come across any issues I'd be happy to open a ticket on your behalf in order for them to have a closer look into this.

[Frostbytes]

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@Hannah wrote:

Hey @Frostbytes, thanks for your feedback here.

We appreciate you taking the time to let us know what you think; rest assured that your comments have been noted.

Can you give us the ticket number for your communication with our support team, so we can take a look?

---

I'm cautiously pleased that my comments have been noted.  I hope that your support decision-makers consider our experience so far to be an opportunity to provide better, resolution-focused support that's much less frustrating for long-time customers like us.

The support ticket is 23784084.

For the record, the problem continues after several days.  And like @Numbersguy7777 has pointed out, it happens in Chrome both in a normal tab and in Incognito Mode.