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Forum Discussion
The "online-only" option has disappeared from the context menu on Windows 11.
I am also having an issue with Smart Sync in Windows 11. I started in Windows 11, this is not a migration issue. I have a business account with over 1 TB of data and 30k+ files. For months I have be...
Jay
Dropbox Staff
Dropbox StaffHi Admin_InsightSeminars, thanks for bringing this to our attention.
Just for clarification, are you experiencing this behavior for any file you're trying to open on your device, in any folder?
This will help me to assist further!
Yes, that is correct.
I received an email from support suggesting it's an icon overlay issue, but that doesn't explain why the option has completely disappeared in the preferences in the desktop client. Online-Only as a check box option in the preferences has nothing to do with icon overlays as far as I'm aware. I'm not missing an icon, Online-Only is gone. If you look at the image below taken from the desktop client options, there is no option offered for Online-Only. This is something that disappeared with the latest update. I was having issues with files not responding when I selected Online-Only, but now Online-Only is gone altogether, and I haven't installed any new programs. I don't even allow my rig to auto-update. I update manually just for this reason. It seems that Dropbox has made some changes that aren't working as intended and it's very frustrating that they just don't say that.
I'm going to go through the icon overlay steps, perhaps the changes Dropbox made are that we can only access Online-Only now through an icon and it's no longer a check-box option in the client preferences.
And still it's anyone's guess if this will fix the issue of having to download files before I can preview, edit, share, or attach them. Dropbox put out a message for this issue in the Desktop alerts which support didn't even address in the canned response. You can see the message in the Activity Alert window below.
If you know a way to get me to the next tier of support so I can get past all the canned solutions in order to get to a fix that addresses the actual issue, I am all ears.
- Walter
Hey Admin_InsightSeminars, sorry to jump in here and thanks for the additional details.
Could you please let us know your ticket ID in order to look it up in our system?
Hi Walter,
Here are all my tickets. I was told on 2/13/23 that all the tickets would be combined and someone would reach out to me. It's now 3/6/2023 and I haven't heard from anyone. I have walked through the basic troubleshooting, uninstall, reinstall, clear cache, adjust icon overlay, turn off anti-virus, and whitelist in the firewall, but my issue is more advanced. Something is interfering with the Dropbox installation on my Windows 11 computer and I need advanced help figuring out what it is. Getting to someone who has that skill set has been nothing short of impossible. I have to believe this is a known Windows 11 issue, known by someone somewhere and I'm not the only person having this experience. If you can help me get to someone who can help, preferably someone who isn't going to walk me through all the same steps that already have not resolved the issue, I would greatly appreciate it.
21018286
21069940
21169506
21170031
Update to my earlier post, I reached out to Dropbox Support Chat #21573296 and was told Justin sent me an email from escalation. I did not receive this email, when I replied to the ticket asking when this was sent and how to have it resent, no response. So I just reached out again on Dropbox Spport Chat #21169506 to re-escalate ticket #21169506. I asked Logan to look up when Justin from the escalation department sent his response and was told he couldn't share that information with me due to privacy. So basically, there was no email from Justin and this is tech support covering themselves. It has now been 1 month and 2 days of trying to get this issue resolved. This is the worst tech support I have ever received. It doesn't surprise me Dropbox receives 71% negative reviews for its customer service.
If I could change from Dropbox today, I would. We certainly won't be upgrading from the Professional to the Business Plan. I will do everything in my power to steer us in a different direction.
